Complaint alternatives to phone and live chat?

[cbushgr]

Hi,

Can anyone advise on what email addresses I can try directing a complaint to that may actually get picked up/looked at. Relates to products sold to us by BT Local Business (Devon & Somerset) but also Implementations team centrally. I have tried sorting / resolving with those teams but they have not just stopped responding to my emails and we are being billed twice (also spoken to Billing centrally who have said they can't do anything).

Having tried live chat several times with no luck and having spent another 45 mins being sent around the houses in call centres any advice on where and how to target this complaint to get it resolved would be greatly appreciated!

Thanks
Chloe 

[AdamC]

Hi Chloe, 

I am sorry for the issues. If you can privately message me I can take your details and assist.

Thank you, 

Adam

[Anthony101990Jo]

Let’s explore alternative channels to address your complaint effectively:

Email Complaints:
While BT doesn’t provide a direct email address for complaints, you can try reaching out to the following email:

consumer-resolutionteam@bt.com

Explain your situation concisely and include relevant details such as account numbers, product names, and the nature of the issue. Dog Near Me


BT Community Forums:
Visit the BT Business Community Forums and post your complaint there.
Community members and BT representatives actively participate in discussions and might be able to assist.

Complaint in Writing:
Send a written complaint to BT:

BT plc
PO Box 334
Sheffield S98 1BT

Contact BT Business Directly:
If you prefer a more direct approach, call BT Business customer service.

Document Everything:
Keep records of all communication, including dates, times, and names of representatives you’ve spoken to.
This documentation will be helpful if you need to escalate the complaint.

Escalate if Necessary:
If your issue remains unresolved, consider escalating to a higher level within BT.
You can also file a complaint with the Ombudsman Services.

Remember that persistence and clear communication are essential when dealing with complaints. I hope you find a resolution soon

[cbushgr]

Having received a response to this and gone back and forth since April with someone from Compaints since April but very little has moved along or got resolved since then, as we have no choice but to take to Ombudsman service now.

[AdamC]

Hi, I am sorry about the issue you have had. I can see the complaint is being reassigned and once it is the new handler will contact you to confirm. I am sorry for the delay in this being processed but the team will sort it asap. Thank you, 

[cbushgr]

It has now been a month since any last update from the Complaints team, has this been assigned to a new handler yet. Additionally, on our most recent bill there have been charges added out of no where for services we don't even have.

[BethM]

Hi cbushgr

I will chase this up for you. 

[cbushgr]

Thank you - but we are now getting threatening emails saving service will be stopped when previous complaints handler had told us invoicing was put on hold. This is absolutely terrible service, I have been trying to get this resolved for 7 months now

[BethM]

Hi cbushgr

Can you please send over the details of the emails via private message so I can look into this for you?

[CS2024]

Hi Beth,

We are also facing the same issues.

We signed an updated contract with BT One Phone in February 2024 which had increased the data usage to 200gb, increased our hardware fund to £5.8k and increased our lines.

BT did not apply the changes which resulted in us receiving incorrect bills since March 2024. The bill is usually around £800 per month but BT were charging us around £3k per month.

We informed BT about this several times since March 2024 and told them we need the correct bill so we can process the payments. They did nothing about it and disconnected our lines for non payment. This caused huge issues in the business as we have 1,000 employees. They charged us late payment fees which we said we are not paying for as it's their fault we received the incorrect bill. They closed the lines on 3 occasions which resulted in us with no service for nearly 3 weeks. We have complained several times but it has not been solved.

What we want:

- We want the correct bills from March 2024 so we can pay BT.

- Compensation for all the issues.

- Hardware fund of £5.8k

- Terminate our contract and move to another provider without occurring any fees.