No contact from a complaint

[MCritchley]

Not sure where to place this but I raised a complaint with BT in February along with a request for a credit.

We are now nearly in May and still no-one will come back to me?

I am hoping that someone will be able to pass this to someone to take ownership of the complaint.

[AlanM1]

Hi, I'm sorry for this. Your complaint manager is due to call you back today to hopefully resolve this issue with you. Again, I apologise for the delay and issues caused. 

[MCritchley]

Did they mention when? 2.38pm and no call or contact =(

[BethM]

Hi MCritchley 

I'll PM you

[MCritchley]

Despite assurances complaint is still not sorted 3 months on, even received a threatening overdue letter yesterday relating to something I had been promised had been closed...

Original complaint was for something taking 6 months too long from BT, complaint is now 3 months old, is anyone working there?

[MCritchley]

Hello?

[MCritchley]

still nothing

[MCritchley]

Incredible, got a message from another member of staff today confused as to why someone had tried to contact them on their mobile phone regarding a complaint? My details have been all over this from the start and I have been contacted on them previously (admittedly it has been quite some time since BT have tried to contact, perhaps my details have been lost?). I have to ask, is customer retention a known concept at BT?

[AlanM1]

Hi, I'm really sorry that this happened. I've just fed this back to the complaints team to ensure that when they call, it is constructive and helpful. I'm sorry we fell short of the mark with this and I want to thank you for your patience while we work through this for you. 

[MCritchley]

Just to update, it will soon be July and the complaint from February is still not addressed. It appears that mods here have the power to poke customer services into action which creates a brief flurry of activity. But then they go to sleep again until prodded once more?

[BethM]

Hi MCritchely

Prodding them again now