I want to formally escalate my complaint, as the situation has now gone far beyond acceptable.
I have contacted BT again today to try to get clarity on our account, and I am extremely concerned by what I have been told.
I have now been informed that we are being charged double the amount originally agreed at contract signing, as BT is allegedly charging us for two services. This is incorrect and was never agreed. This directly contradicts the contract we signed and explains why our invoices are continuing to increase instead of being resolved.
In addition to this:
I have been emailed advising that I need to return broadband equipment. If I do this, we will be left without a modem, despite previously being told by BT that the modem we are currently using would remain the same. I am now receiving conflicting information, yet again.
I have contacted BT regarding Cloud Voice training, only to be told that we are not even listed for training, despite this being outstanding for a significant period of time.
I have repeatedly attempted to contact Matt, who sold us this system, with no response whatsoever.
I do not know who our actual account manager is, and no one appears to be taking ownership of this account.
At this point, I do not want further scripted calls or generic emails.
I require the following immediately:
A manager or senior account handler to take ownership of this complaint
Contact via email in the first instance
A direct phone number that I can call — not repeated inbound calls to me
A clear written explanation of:
Why we are being charged for two services
Why the contract value does not match the agreed amount
What equipment we are actually supposed to keep
Why Cloud Voice training has still not been arranged
I am extremely frustrated by the lack of competence, consistency, and accountability shown so far. Being repeatedly contacted by individuals who do not understand the account or the issues is not helping and is wasting my time.
This complaint must remain open until ALL issues are fully resolved. Closing complaints without consent, ignoring written instructions, and failing to provide accurate information is completely unacceptable.
I expect written confirmation that this has been escalated to a manager who knows what they are doing and can actually resolve these issues.
Regards,
Chloe
