We decided to move over to the new Business Cloud Services after a Sales Call, it sounded like a good idea.....we had problems from the start.
It turned out our Business Account had been registered to another business that had noting to do with our company. The delays in activating the CLoud were horrendous!
We were told that it would be easy to change from the standard business lines and move to cloud, as we were already on a one bill, all we would have to do was call and get the Cloud Services added to our one-bill account.....I wish it was that easy I'm STILL trying to get our Cloud Services added to our one bill account. By early July we realised one bill had not been set up as requested and bills were outstanding we also noticed that we were being charged twice for our old lines and the current ones under Cloud! Then all the problems started. We had a Volp line (geo-number) on our old account and the Volp people wanted to charge us a cancellation fee even though the line and number had been moved to Cloud!! We fouind out our old lines were still active even though we were told that these would automatically get cancelled once Cloud was up and running. It also turned out our usual business line had not been ported to Cloud either!
I spoke with numerous people over and was passed from one department to another even made an offical complaint and had a dedicated person working on our problems, who ended up just ignoring our emails and requests for information.
By August we decided as BT were taking Direct Debit for our old lines and still charging us in the same period for our Cloud lines, which we had received confirmation had now been ported over, we were adivised by BT Billing that our Direct Debit would be placed on hold until this mess was sorted out. Then we were billed for the cancellation charge of the Volp line even though we had been told we would not be!
By the 10th August we made an offical complaint by which time we could go to the Ombudsman by the 5th Oct if nothing was sorted.
Then we started getting bills with late payment charges.
By September we started receiving Credit Notes but not to the amounts promised. And noticed that the cancelled Volp Line was back on our bills and being charged for!!!
In October we were double billed on our Cloud Services, and fault that appeared for a number of clients apparently!!! We did eventually get our Credit from all the previous double billing, cancellation fees and late payment charges. AT this point we thought it safe to re-instate our Direct Debit and ask for the Cloud to be added to our one bill account
Now we receive a demand for payment in full on the Double billed Cloud Invoice in October, so we go online to check our account. We find that we have completely lost access to our Cloud Account and it's past Bills & Credits and it has STILL not been added to our One-bill account!!!
We have contacted BT 32 times!!!!!! since May 2015 to get our Bills correct. We still have an incorrect one-bill account. We have a balance on our one bill account that does not match your bills or our ledgers. We are sick of trying to contact BT to get things sorted that should have been done a long, long, long time ago.
The customer service is attrotious and the way you deal with errors is beyond ridiculous! We cant wait for our contract with BT to end!
