Following a call from the 'local business' team in Plymouth last September, who I've since learnt aren't actually BT but a franchise, we agreed to a new contract that we were told would lower our bills. Subsequently we were sent equipment and a total of 4 engineer visits, each one saying the same that they can't install the equipment. About a week after each engineer visit we were sent a prepaid label and bag and so we have sent the equipment back {I took photographs of this and kept the email confirmations from Royal Mail}. The last 2 months we have received vastly inflated bills for the same service and equipment we had 6 months ago. Over the last two months I have been constantly ringing and on live chat with the billing department, up to 3 hours at a time. Firstly they tried to claim that we had new equipment and upgraded lines. When I offered to pay for a BT engineer to visit to prove that we have exactly the same service and equipment they backed down, but then made the same mistake again the following month. I've tried the local business team but they do not return calls or emails. When you do get hold of them they promise the earth and nothing happens. I am not paying the inflated bills in the hope that the issue will come to a head and somebody at BT will see what a shambles the local business team are and I can highlight the cost to our business that has been caused by BT's incompetence. I don't think BT realise the stress this causes to a small business, I regret the day I spoke to them.
