Re: BT - Customer Service - What service???

I had a query on my phone bill so tried to resolve it via the chatline last night. My query was why I had been charged for two calls to a number, yet the third (in line with my contract) was free. The help was less than adequate. The first response was that it was because it was an International call. It was not. The second response was that it was a mobile number. It was not. Then 'There were only two calls' - 'No, there were three. The times, dates and durations were....'
The ridiculousness of the responses made me both laugh and despondent at the level of ineptitude. The great irony of it was that the number in question was the BT Sales number. Having failed to get anything approaching a sensible response, I dialled said number, confirming that this call was indeed free under the terms of my contract and the helpful chap in Falkirk confirmed that it was not (yet) an international number and resolved to help sort out my issue.
I have found the Chatline help oth useful and exasperatingly incompetent. This is obviously down to inadequate levels of training and supervision to ensure that staff know what they are saying on BT's behalf.

I had a query on my phone bill so tried to resolve it via the chatline last night. My query was why I had been charged for two calls to a number, yet the third (in line with my contract) was free. The help was less than adequate. The first response was that it was because it was an International call. It was not. The second response was that it was a mobile number. It was not. Then 'There were only two calls' - 'No, there were three. The times, dates and durations were....'
The ridiculousness of the responses made me both laugh and despondent at the level of ineptitude. The great irony of it was that the number in question was the BT Sales number. Having failed to get anything approaching a sensible response, I dialled said number, confirming that this call was indeed free under the terms of my contract and the helpful chap in Falkirk confirmed that it was not (yet) an international number and resolved to help sort out my issue.
I have found the Chatline help oth useful and exasperatingly incompetent. This is obviously down to inadequate levels of training and supervision to ensure that staff know what they are saying on BT's behalf.

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