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Beginner August 2007

British Telecom Problem - AGAIN!

Mrs S Smith, 3 April, 2009 at 15:36 Posted on Off Topic Posts 0 7

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Hello all,

some of you may remember all the difficulties we had previously with them (won't bore you with the details) - well, yesterday we received a paper bill (not what we'd ordered) for a QUARTERLY charge (again, no no!) with no mention of the credits to the account: £150 as well as an additional 3 months free broadband.. Why? Well, according to the account manager, when we moved house, we had to change phone numbers, and, as a result, account numbers. So the previous account with the credits and whatnot have been closed, and now we're on a quarterly bill... WAAAAAAAAAAAAAHHHHHHHHHHH!!!!

I'm going to start typing up ANOTHER letter of complaint to them, as this is not on, but who do I send it to? And also, am I being unreasonable in my request that even though we've had to change phone numbers, we've stayed with BT under the understanding that we'll be on the same contract, so why can't we get the credit we're entitled to?

*bangy head man*

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7 replies

Latest activity by Annabel, 3 April, 2009 at 17:01

pigalicious · 3 April, 2009 at 16:05
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I feel you're pain with BT, absolutely crap organisation.

Straight from BT's website
Can I refer my complaint to someone else if I'm still unhappy with the way BT has dealt with it?
All Public Communications Providers, such as BT, have to have an Alternative Dispute Resolution (ADR) system in place. An ADR system gives you another way of resolving a dispute if you are unhappy with the final outcome of your complaint.

We provide an ADR through an external body called the Office of the Telecommunications Ombudsman (Otelo). Otelo provides a free, completely independent service for investigating your complaint. The service they provide is approved by the communications regulator (Ofcom).

If we cannot resolve your complaint through our handling process we will send you a 'deadlock' letter explaining the final outcome. You can ask Otelo to investigate when you get your 'deadlock' letter (you must speak to them within six months of receiving the letter) or get them involved before you receive it. If you ask Otelo to investigate before you get your 'deadlock' letter it must be at least 12 weeks since you made the complaint to BT, but no more than nine months after you made it.

You can find out more about Otelo from their website or by phoning them on ****.

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Daffy B · 3 April, 2009 at 16:17
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I sympathise with you, I've had problems with BT every time I've moved house. They don't seem to learn from their mistakes. I hope it's sorted soon for you.
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Beginner August 2007
Mrs S Smith · 3 April, 2009 at 16:34
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Pigalicious- you're a ️⭐️!!! Thanks for that, I will quote this when I send the letter.. ?

Last complaint WE chased for 6 weeks.. I send a copy of it to OFCOM at the time, as I'd said in the complaint that if I didn't hear back within 14 days I'd send it on. So they SHOULD know better than to mess me about!! ?

xxx
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pigalicious · 3 April, 2009 at 16:44
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Keep going Mrs S, they are just so incompetent.

I think I commented on your last thread a while back about getting £400 wiped off our account because of their poor billing systems. My husband was like a dog with a bone and was not prepared to back down with them until it got resolved. He also had the time and the patience to do it, it was over a number of days, but once he got through to the right person he cracked it! However, every now and then we get a letter from a debt company and we just return it with a copy of the bill with a zero balance!!!!

I will keep my fingers crossed for you in the hope you can get it resolved!
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Beginner August 2007
Mrs S Smith · 3 April, 2009 at 16:46
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Ah yeah you did - sorry!! ?

Thing is, we got the credit etc, BUT because we've moved house, even speaking to the woman who resolved the issue hasn't helped. My dad has contacts in BT so he's going to refer me on to the best person. If nothing else I'll just add Mr Livingston to each and every junk mail email address possible! Haaah revenge!! ?

xxx
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pigalicious · 3 April, 2009 at 16:51
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Go for it!!!

We have no choice using them as a supplier as we're in a village on an old exchange!!
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Beginner August 2007
Mrs S Smith · 3 April, 2009 at 16:57
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Well, we're in a New settlement/community (man-made town, in other words! ? ) but I think BT are the only ones who have monopoly so far.. They're trying to upgrade the phone lines atm, so we're not even getting the speed we pay for!!

xxx
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Beginner February 2008
Annabel · 3 April, 2009 at 17:01
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BT currently has 2 billing systems -

The old one has the UK split into 27 different areas and depending on what area you lived in, your account number started with different letters. This meant that if you moved house into a different area, you couldn't take your account number with you.

They are migrating onto a new billing system but it is a pile of rubbish and has lost lots of accounts and refund cheques!! However, alledgedly it will allow you to transfer your account number where ever you move to.

Unfortunately this migration is due to take between 2 and 5 years! However, there should be nothing to stop them transferring the credits to your new account.

I feel you pain though - I haven't had a phone line for over a week as the rubbish company who took over Toucan are worse than useless when it comes to dealing with problems. Despite BT admitting there is a fault on my line over 2 weeks ago and temporarily fixing it, when I reported the same fault last week, it is suddenly a fault in my house! I am mostly hating all phone companies at the moment!
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