Does BT's Complaints Procedure work??

[UnhappyBT]

We moved into a new office in January 2012 and took on the phone line there which belonged to BT. The initial invoice included a one off charge for the connection and £15.50 for rental which we duly paid. 

We were under the impression that we were on a call plan and asked on several occasions for a copy of our contract. Our next invoice in February was extortionate and incorrect. We complained that we were being billed incorrectly; again we requested a copy of our contract in writing to no avail.

Since February we have telephoned monthly, written and emailed using the suggested complaints procedure and the bills keep on coming (all are extortionate and completely incorrect). In March/April our service was reduced to incoming calls only (without notice) and shortly afterwards our service was cut off.  The bills still kept coming even though we had no telephone service.

We have now received a termination letter and a whopping early termination fee? I feel like I am banging my head against a brick wall and BT's consistent non acknowledgement of our plight is tantamount to big business bullying!

Can someone out there shed some light on where we go now??

[klauzser]

Just keep on sending complaints. What happened to me is that I sent like 3-4 complaints until I guess a satisfying answer. Try it. It might work.

[2005paulbeer]

Sorry to hear you are having problems. I complained two or three weeks ago about a noisy line and not a dicky bird have I heard. For a communication company BT really struggle in communicating with their customers. I sometimes imagine a Dinosaur, huge body, small brain that wanders about trampling on customers and not even realising it. Memory loss, can't remember that, not on our records, was it us, I will check, I will contact you, oh is that the time, I'm off, someone else will deal with it.

Good luck