Complaint - how/where

Question

Hi there
I am posting here as a measure of last resort; my wife and I have been struggling for over 2 months to get our issue sorted, and it's driving us crazy.
Here's what happened, in chronological order
- we were happy customers of sky broadband + calls
- one day, the phone rings and it's a guy from BT who is offering us a greater package than our current one (unlimited phone calls to UK and international for the same price so exactly what we already have, except that they were adding Hong Kong to the list) anyway Kids are crying, guy on the phone's got a strong accent, my wife says yes (I wasn't home at that time), but doesn't say or do anything else than a mere "yes" over the phone.
- we then receive a letter from Sky telling us that they are sorry that we have decided to leave them
- This is where the nightmare beings; we called BT everyday for 2 weeks, trying to get someone to cancel the takeover. Every single time, we wait for hours, only to be told to hold the line, then disconnected etc (I know I am not the only one in that case). Anyway when we finally manage to actually talk to someone, she tells us that there is no sign of the transaction; 
- We then call sky, they also tell us that they cannot see any sign of the switch, ie that we are still their loyal customer
- At this stage, I remember having worried that the phone call might have been a scam
- We then call BT again several times,  with no success (incompetence, rudeness, pretend line transfers...)
- On Feb' 16th, an outrageous GBP60.33 bill is processed by direct debit; reason for this amount? International phone calls. So, as it turns out, BT did take over the line, despite our numerous attempts to stop this from happening (calls, email..) but did not include any kind of package. So we're basically paying full price for anything outside of the UK.
- Ever since, we have spent countless hours calling the BT support teams, written 2 complaints through their website (with automated email: we will answer you shortly - lovely. That was 2 weeks ago).
Now, for my questions:
- How can BT take over my line without my written consent? I am the contract holder, and I myself have had no contact with BT over than trying to reach their hotlines. What's even more amazing, whenever my wife would call the BT hotline, she would be told that she could not be answered because she was not the account holder??? So it's okay to validate taking over my line, making direct debits from my bank account without my consent, but not for my wife to call their hotline???
- Since all phone calls are said to be recorded, we can prove that (1) BT did not stand to the offer that was made to my wife, mislead us to think that we had international phone calls and instead awarded us with the most appalling contract in the country, that (2) the line transfer was made without my consent, that (3) we made hundreds of attempts to report the issue, cancel the transfer etc.to no avail 
- We are now angry enough to consider filing a complaint and taking this wherever it needs to be taken. We will simply NOT let BT get away with this. I would therefore like to know whether anyone on this forum has had any similar experience and gone anywhere further than just complaining orally or by email.
- Just for the record, I yesterday received a phone call from BT, this time it was to take over our Internet! I did my best, but really came close to insulting the poor guy...
Thanks for listening to my rant...
Any help will be greatly appreciated!

Answer 1

Hi Steackbrit,
Welcome to the forum.  I am very sorry to read the problems that you have had with BT.  Please follow the advise that DS has posted.  Get an email into us as I am sure I can help sort this out.
Please drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include any reference numbers that you may have received from BT, your full address including postal code and the link to this thread.
Cheers
Sean
BTCare Community Manager
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