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“Customer Service Nul Points”

Written on: 10/05/2012 by Kijana (1 review written)

We notified BT that we wanted to cancel the expensive plan (contract expired) we were on, and go onto normal service supply. So without notice they cut off all our telecommunications - telephones, fax, e-mail. The business could not communicate for over 3 weeks. 52 telephone calls and over a dozen letters later, BT said that PROVIDING WE AGREED TO A 5-YEAR CONTRACT on all our lines, they could reconnect within a week, but if we did not agree to that, it could take weeks (= "slamming"). Eventually, over and again they kept telling us it was reconnected when it was not. Finally it took Open Reach to come out and confirm that they had not programmed the box properly, which is why it was not connected even though they said it was. Not a flicker of apology from BT.
Complained to Ofcom, and sent them ORIGINAL of BT's letter about 5 year contracts. BT told Ofcom they did not say that, so Ofcom supported them, and agreed with BT that this document was a figment of everyone's imagination. No surprise there, since BT are probably the largest provider of the Ofcom people's wages.