0 Members and 1 Guest are viewing this topic.
Dear Sir My Account No VP95692570 I am writing to confirm the latest query on my phone and broadband bill, when I spoke to your colleague Christine Lazzery at your Glasgow call centre this morning. Unfortunately I no longer trust any of your operatives to record our discussions. I have received a totally inexplicable bill, totalling six pages from you, amounting to £476.79 and since this bill was so difficult to understand it was hard to pick out the errors, which was why I had to use your call centre again. Firstly, some of the billing items seem to start on the 15th July. I moved to this address on the 13th July and the line plus broadband was not installed until the 19th July, so I will not be paying for anything on that bill prior to the 19th July. On one of my many long phone calls to your accounts centre, I arranged to have 500 free minutes of calls per month. It is clear from the bill that that hasn’t happened so I will not be paying for the calls on the bill, which appear to amount to no more than 600 minutes over the three month period of the bill. Regarding my broadband bill, the service (which has been the most expensive service I have ever had since I had my first computer!) has been very poor indeed and three times in the past three months I have lost the connection altogether. You can see from your records how many times I have reported faults with my broadband, and I am not convinced this will not happen again, because it was never explained to me what the problem is with this line. If I am to lose my internet connection for a couple of days once a month, I expect a refund on my £25 pm rental for that. When I was forced to switch to BT on my house move, because I needed to keep my business line and unfortunately you have the monopoly on line switching, I wasn’t told that on the switch over, just before I moved, I would be without broadband for several days. When I phoned to query why I hadn’t got a connection, it was then that I was told. It was one of my busiest times of the year. Fortunately your colleague Nick Bailey in your Cardiff office sent me a dongle so that I could function. He also said that I would be entitled to compensation for the appalling service I had received thus far. The appalling service has continued to this date. When I received two bills a couple of months ago, I phoned you and asked for one bill. If I had known how this matter would drag on I would not have bothered. I was told to ignore the two bills and wait for one. I then started to get reminders for the bills I had been told to ignore and messages on my pc to say I had to pay my bill before I had access to broadband. I have had so many letters and bills from you that I now have a special filing tray for BT. Every time I call you, the duration of the call is at the very least 35 minutes, plus the amount of time I am holding to get through. On the 21st June, when I first called to set up the transfer to my new address in July, I was on the telephone for a sum total of three hours! I have a life and I don’t want to be spending the rest of it on the phone to BT. I have found my dealings with you to be unnecessarily protracted and complicated. I have found that when I have set something up on the telephone with you, the next time I ring up with yet another complaint, query, or to report a fault, the thing I set up previously just has not happened or even been recorded. What is the point of having a telephone service if the operator just ignores everything that has been discussed and agreed? This is why I am now forced to put my needs in writing to you, so that it is quite clear. I do not want to run up a bill for almost £500 with you. All I ever wanted, at the outset of my contract with you, was to set up a montly direct debit for my broadband and phone calls (500 minutes per month of which should have been free). I thought that was going to happen almost automatically. I couldn’t have been more wrong. My dissatisfaction with BT is off the scale. In summary, I want my latest bill comprehensively reviewed. I am not paying two charges of £99 for installation of my phone line plus broadband. One engineer came from Openreach and installed the line and broadband at the same time, on the 19 July. I am not paying for line rental before the 19th July because I did not have a line or broadband before then at this address. I am not paying call charges when I understood that I was having 500 free minutes per month. And I look forward to hearing from you regarding the amount of compensation you will offer me for the catalogue of appallingly bad service I have consistently received from you since I started this contract in July. Please send me a realistic, easy to read bill. Please don’t leave it another six weeks before you do. I would very much like to get this matter off my desk. Please do not send me reminders for the bill I have just received. Please just act with some efficiency for once. I look forward to your early reply and your offer of compensation for the stress your perfectly dreadful service has caused me. Yours faithfully
A certain gent in Reading would be proud of her
