@btcare BT What a Joke, Unhelpful poor customer service and DCA!

[flexeh]

Hi all,

 

I have popped by to see if anyone can help with a issue my dads having with BT.

 

My dad signed up for broadband with BT and was told 60 days cooling off period, upon broadband activation my dad experiences slow speeds and connection issues over this 60 day period, Each time he contacted BT they did this check that check and fobbed him off. in the end my dad asked me to speak to BT and i explained that the intermittent issue with the speed was past a joke, rated at 10mb BB his download speeds were barely 27kbs and at times didn't have a connection. and my mobile dongle was out performing the home broadband, in the end after speaking to them a few times myself, they admitted there was a problem at the cab and exchange affecting my dads connection and they would rectify asap. 3 weeks later still no improvement and about a week past the cooling off period my dad decided that was enough and he didn't want BT no more. so i called them to cancel all service as i feel they were making no headway in resolving the issue and deliberately continued to keep us at bay so the cooling off period had ran out

 

i spoke to someone on the disconnections team, and explained that throughout the cooling off period we had been fobbed off and nothing had been done to resolve the issue, in the end the person who i spoke to looked into the problem and admitted there was over 10 calls within the 60 day period and could see we was very unhappy, he closed the account and advised us that due to the amount of problems we had received that he would not charge us cancellation fees and said if we did receive one ring up and it would all be dealt with. He gave us the mac code as well so if we decided to move providers. the guy was very helpful and sympathetic.

 

afterwards we decided to go with sky and our service was much improved. then we received a letter from the BT collections advising them we owed them the cancellation fee, then we received a different letter saying we owe them £500 and then another letter saying it was 300!. BT are stating that we are continuing to use their service even tho we have all the documentation saying we are with Sky, and sky are appalled at BT's behaviour.

 

I called bt up again 3 times within the last few weeks to advise what the person said who disconnected us, and each time they advised they would call us back and never did i even provided date and time of the call with the person who we disconnected with, and also asked them to listen to the recorded phone call to which they said they would and would get back to us. and still nothing. so last week i called again and explained someone was meant to be calling us back and listening to the call. this person said they would investigate and email the manager of the previous person to advise there has still been no call back, and he would contact me back asap. and he still has not either! instead we get a letter from a DCA saying we owe money.

 

can anyone advise because this is a joke, a big organisation like BT who specialise in telephones obviously don't know the meaning of calling people back!

 

cheers

[iaintw]

I felt sorry about your expriance with BT.

 

I felt sorry about their customer services and downtime of your router (I am not a employee of BT). Bt Has issues so much greater than usally but you have the right to complain about their treatment against you on their customer services.

BT Correspondence Centre

Providence Row

Durham

DH98 1BT

Please include your phone number, email address and account number. We aim to reply within 10 days.

On the letter tell them I dont wanted to be contact by phone number just email and letter.

[silverfox1961]

Now, I can't remember where I saw it but I had a similar problem with Sky.

 

If within 3 months of starting, you are not getting the speeds advised to you, you can cancel with no comeback. I would think BT are signed up to this.

 

Stay off the phone and deal with this in writing only

[flexeh]

well i didnt read these replies until now. i had rang bt back just and spoke to somneone again and explained yet again that people was meant to call me back, she apologised and said she would read the notes, she read them and said the charges are all correct and they had disconnected us in september...... which is confusing to be honest because i cancelled in JULY 12th and we have letters from sky stating when our services started, BT say our services were being used till september.... she also said there is no recording of our conversation on July 12th of me cancelling then after being challanged over the recording not being there, i said BT are covering their tracks now, and she said not at all we are not prepared to listen to the recording.

 

if we ccs BT and look at taking action against them, will all transcripts and recordings be provided via the CCS? so we can visit a solicitor. because this has caused alot of stress to be honest.

[flexeh]

I felt sorry about your expriance with BT.

 

I felt sorry about their customer services and downtime of your router (I am not a employee of BT). Bt Has issues so much greater than usally but you have the right to complain about their treatment against you on their customer services.

BT Correspondence Centre

Providence Row

Durham

DH98 1BT

Please include your phone number, email address and account number. We aim to reply within 10 days.

On the letter tell them I dont wanted to be contact by phone number just email and letter.

 

is there an actual email address for this department or have you got a main mans email address so we can deal with him direct?

[silverfox1961]

If you were to send BT a Subject Access Request (SAR letter in library) they would be obliged to send you all the personal information they hold. This would include account history notes. This should show what has or not happened.

[flexeh]

ah thats what i was after SAR not ccs lol so would that include the actual recordings or just transcripts? and is it worth getting ofcom involved as well?

[silverfox1961]

With Ofcom, you would need to exhaust BTs complaints procedure first.

 

With the SAR, you could stipulate that you want the recordings, they may send the actual ones (if they have kept them) or transcripts of the calls. They should automatically send them but I find that if you don't spell it out, they won't send it. If you can remember the dates of the calls, all the better.

[jimjim5]

I emailed CEO [email protected], I had the exact same problem. It was sorted in 2 days.

[flexeh]

cheers ive mailed mr livingston so im hoping he will take a look. cheers for that jimjim did he respond to you?

[jimjim5]

One of the ladies in his office rang me about an hr after I emailed, apologised profusely and said she would get it sorted. The following morning a manager rang me to say he had been given the complaint and was looking into it. By lunch it was all sorted with an email to confirm. My cancellation fee was 600.00 and court papers had been filed. It's all dropped since 2 wks ago.

[flexeh]

wow it took 12 minutes and he said he will pass it on to look into, top bloke at least hes a cheif of a company who actually looks like hes a willing and helpful person compared to other companys who dont care

[jimjim5]

Yeah, I was delighted. Fingers crossed. It's a handy email address. I could do with a few more like that.

[iaintw]

yes u can send a subject to access report it cost you ten pounds for this.

ops i nearly write down s a r for you but I was beaten to it!

[jimjim5]

Any news

[flexeh]

Hi Steve

 

Thanks so much for taking the time to speak to me this afternoon, I’m really sorry that it’s taken so long to get all this sorted out and for the upset and worry it’s caused to you and your Dad. I can completely understand your frustration at having to call us so many times, this is not the kind of service we aim to provide.

 

What I’ve done

As promised I listened to the call recordings of the contact you’ve made with us from 12 July onwards. Just as you said, the advisor you spoke to at 16:53 on 12 July promised you that you wouldn’t be charged for cancelling the broadband and gave you a MAC code to transfer to another provider. I’ve passed feedback to the managers of the people you spoke to so they can be coached or trained as required.

 

I’ve contacted the debt collection agency and asked them to return the account to us in full and not contact your Dad again asking for payment.

 

What happens next?

Your Dad won’t be asked to make any further payment on this account, we’ve cleared the whole balance.

 

Getting in touch

Thank you very much for letting me put this right for you. If there’s anything else I can do for you please get in touch and I’ll be delighted to help. You can reach me by email or on my on my direct line XXXXXXXXXX . If I’m not available to take your call you can leave me a voicemail message and I’ll call you back as soon as I’m free.

 

Have I been helpful?

Now that we’re closing your complaint, you may get a survey emailed to you in the next couple of days. I'd really appreciate it if you could take a few minutes to fill it out for me. The feedback you provide will be passed to my manager as all the questions are about me personally and what I've done for you. There's also a section at the end which allows you to give feedback on BT in general.

 

Best wishes

 

 

Customer Service Director's Team / Executive Level Complaints

Direct line:XXXXXXXXXX

Email address: [email protected]

 

 

the woman was great its a shame it took someone so high up just to investigate. at least there are some decent people in BT, i shall be mailing mr livingston again just to say how great this lady was, she called last night approx 5:30pm and said she would be tracking all calls we made and listening to each one, then she called me back this morning at approx 11:30 and advised me all what was wrote in the email. Cheers for ians email addy matey.