Appalling customer service! (BT)

Member Name: jeffjen

Product:	BT
Date:	07/05/09 (331 review reads)
Rating:

Advantages: None

Disadvantages: Foreign call centre staff, no help when having problems

I have been a customer with BT for many years now, but am becoming increasingly fed up with them now. Their customer service is terrible and once again I have just had to contact them and not received a satisfactory outcome.

I have my landline with BT and pay monthly by direct debit to cover my bills which are not that large as I do not often use my landline. Most of my bill is the cost of the line rental etc. So when I began to notice strange numbers on my phone bill titled 'special service' I was puzzled and wanted to know what they were. I tried to ring one but just heard a bleeping, then silence at the other end.

I rang BT, and after being asked to select various options - which seemed neverending - then being put on hold for 10 minutes, I finally got to speak to an advisor who was no help whatsoever! He was foreign and did not seem able to understand what I was asking, and I was struggling to understand what he was saying to me also. He kept saying to me "so you would like an update?"
I tried twice to explain that there were strange numbers on my bill and would like to know what they were, and eventually he informed me that if I had Sky TV or a fax machine it would be from there.
I explained that I did not have a fax machine and although I have Sky installed, I do not use Sky Active services, if that is what he meant.
I asked surely they could tell me what a certain number was if I read it to him? He replied that he could not do that, and once again asked me to check my fax machine. I was getting annoyed by this time, but calmly told him again that I did not have a fax machine nor did I use Sky Active.

To my amazement he then asked if there was anything else he could help me with! I explained that he had been no help at all and in exasperation I hung up!
I decided to wait until my next bill, and sure enough there were some numbers included yet again. My bill was also slightly higher than usual as my partner had been in hospital, and I had rang him via 'Patient Line' during his stay, which is quite expensive.

I rang BT again but got no help yet again in my quest for an explanation to what these numbers were. I searched online and found a few posts on various forums from people having the same problem, and also frustrated as to what they were.

Meanwhile, I also logged in to my online banking to find that BT had taken their monthly direct debit payment from me, but had in fact taken three times the usual amount! I had received no warning about this, and was really annoyed as if I had not had the funds available to cover this amount I would have been charged by my bank!

I got on the phone to BT again, and was informed that they had put my payments up to ensure I would have enough to cover my bills. I explained I was still in credit and the extra calls were a one-off, so did not need to pay more. I was told it could not be changed just yet, and that my direct debit was 'variable' so they did not have to inform me of any changes. I do not agree with this at all!
I asked again about the other numbers, but the foreigner I was talking to said he did not understand my problem.

I really felt I was going around in circles, and because of their reluctance to help me I cancelled my direct debit and asked them to send me a bill from now on. I recieved confirmation of my cancellation in the post, and informed I would receive quarterly bills.

While still wondering how to resolve my problem with these strange numbers on my bill, I came home from work the other day to find to separate envelopes waiting for me from BT. On opening the first one I discovered a 'reminder' for a bill for £10.72. I have not received a bill!
The second one was a letter informing me that as I had not paid the reminder, a late payment charge would be included on my next bill. Both of these letters were dated the same day!

So I rang BT once again, and was on hold for 8 minutes before speaking to an advisor who then said he did not have the correct software to deal with my query,and gave me another number to ring. I was a little annoyed to say the least as I had already been on hold for 8 minutes.
I rang the number he gave me, only to be informed there was a waiting time of 10 - 20 minutes before my call could be answered. After 15 minutes on hold, I finally got to speak to an advisor and after explaining everything to him, he then uttered the words - "so you would like me to give you an update?" I was ready to scream!

After explaining again, he told me there was no fee on my bill just £10.72 owing. I explained that it said in the letter a late payment fee would be added to my next bill, but he said I would have to wait until I receive it and see what was on it! I replied surely it must be logged on the system that they are going to charge me? However, he replied I must 'wait and see'.
I did inform him I had received no bill just a reminder and a letter, so I thought it very unfair to receive a late payment charge. He replied with "wait and see, then ring us back".

I just feel I am getting nowhere and imagine I will be ringing them again when I next receive a bill, as I feel it will have not only the charge on it but also numbers I have not rang! As you can imagine, I am not relishing the prospect.

Can anyone recommend a way to actually get this sorted, or be able to deal with someone who I can actually understand, and who understands me?
I only have a landline for my internet, so am thinking of going elsewhere. Any advice would be much appreciated.

If anyone is thinking of joining BT I would seriously think again!

Thanks for reading my rant!

Summary: Avoid BT and go elsewhere!