BT, please consider this is a formal complain letter!!
I was happy to use bt phone line for about a year. Until March 2011, everything was wrong. We were moving to a new business premises in 7th March 2011. I contacted BT moving team few weeks before that date. I say "moving team", because I genuinely believed that they would be able to transfer all our existing phone lines and broadband to our new address without any changes. How wrong I was! They are actual Sales people. They call themselves "moving team". Behind the mask, they just try to trick you to sign complete new contracts for everything.
We had one landline in our old address. We needed an additional phone line in our new address. I talked with a guy named andrew in "moving team". He promised me that BT will install a new phone line in our new premise, our existing line will be allocated as a VOIP line. We just need to pay £5 extra each month. Sounds too good to be truth!
Despite there was a BT phone line in our new address, BT still insisted that we have to pay £99 to install a new line. OK, we paid, we got a new phone number, our broadband was connected with this new number. Wait a minute, How about our old phone number? The promised VOIP number?? We didn't get that number connected until I phoned BT "moving team" few days after we moved.
When you think everything was ok, 3 separate bills was coming. They all had different accounts and bill numbers but all related to this VOIP line we have got. They charged us £9 payment processing fees on each of those 3 bills. Total added £27 just for payment processing fees. I was very confused at that time. I didn't know what was going on. We always paid our bills by direct debit. I had to phone BT again. If anyone called BT before, you will understand me that all your time was wasted between their different departments. They will transfer you from this department to that department, because they all had different systems and different reference numbers, some of their departments still had our old address on the system. I have lost counts, how many mornings I have to phone BT to solve different problems.
Until now, I'm wring this post, our VOIP line is still NON-WORKING, because this morning VOIP team told me that our number was ceased. Ceased??? We were using that number yesterday. I can still use my hanset to make calls. The number is still displayed as the same. When I use my mobile to call our VOIP number, guess what, "the number you have dialed is not recognised". What a joke!!! We don't want this number ceased, that is our customer service number, all our customers must think that we were busted. When I asked the nice lady on the phone, who authorised to cease our number, she doen't have any clues. Only thing she can tell me was, she will emal the right department to solve the problem.
I feel very exhaused. There are still billing issues, technical issues and this VOIP issue going on. I don't even want to make any phone calls to BT. I tried web chat with complain department on BT website few minutes ago. Guess what, another nice lady write to me, I have to call VOIP department. I told her, I just want to make a complain. Can you take a note of my complain? She disconnected me and write, thanks for using BT, any further helps, please go to www.bt.com
Help! Who can help????
