Complete nightmare from day one.

[WillPR7]

Where to start…..I believe I have spent 13/14 hours on live chat or on the phone to India, the list of issues I struggle to remember all of, due to how much incompetence, mistakes, flat out lying in regards to confirming via emails or calls back. The brunt of it is, I agreed a package at £32 a month for 24 months. BT somehow created two orders. Which we cancelled as soon as we figured out they had done this. Invoice arrived. £55.07 charged. Then on the phone. BT will sort it. Instead new order created. On the phone again. BT promised to sort and admitted was their fault. Then my access to my account was stopped, direct debit cancelled. One bill account created which I didn’t know or have access to. On the phone again. Told they can’t do anything, they can’t access it. I have been given no information, no access to bills. No issues resolved. After 6 weeks of trying to access bills. Have been heavily overcharged for incorrect plans, late payment charges for a bill I couldn’t access. Then invoicing for a 6 weeks period again they already overcharged me for in the first place and originally paid via direct debit. But that bill has now disappeared from their system. But I have a copy. Needless to say. The time and hassle spent on this so far without a resolution. I wish I was sending emails via pigeon carrier, life would be so much better. Please help BT. Someone who actually cares and resides in the UK please get in touch…

[Ruby204Hamilton]

Hello!

That sounds incredibly frustrating! I'm sorry to hear you're going through so much trouble with BT.

BT's mix-up of creating two orders, followed by billing you incorrectly, deactivating your account, and not providing proper access to bills is unacceptable. Continuous calls and live chats without resolution only add to the frustration. Considering you've been overcharged and faced late payment fees, a quick and effective resolution is necessary.

To escalate effectively, consider reaching out to BT's complaints department or using their dedicated online complaint form. Providing a detailed timeline of the issues and the lack of resolution might help. You might also consider contacting the communications ombudsman if BT doesn't resolve the issue quickly.

[BethM]

Hi WillPR7

I'm sorry to hear of your issues with the bills being incorrect. Can you please send over a private message with some account details?