Customer Service - lost the will to live

Knowing my BTBA mobile contract ran/runs out sometime this month I thought "Better ring up and check that the old contract continues". BT should have told me "In 2days it runs out and you will get a text message" but started on a marketing call - during the call I had time to establish that for an HTC Hero 3g want £20/month for 24mnths + £1.95"admin fee" was a better deal for me than BT anywhere 250 + £5 "unlimited data" + £50 for the handset. Made the mistake of entering into the "debate" that BT for 18months was a better deal than 3G for 24 months and that it would cost less. Thought I was winning until BT moved the goal posts and replaced their number 18 with there recent signing "Numero Seventeeno" . This striker is 1 month younger and does't carry the middle aged spread of £20 and a £49.95 handset. BT were revitalised and came back strongly with mathematical wizardry that has only been seen before when Man Utd were bought using their own money. The game petered out into a draw when the home side turned off the floodlights rather than risk their classy defender Infinity (a contract of 1p/month costs the same as one at £100/month if the contract lasts until infinity)
After a bruising game a complaint/suggestion was in order. Back to the internet & typed 533 characters on the lines of "long standing customer" "know I shouldn't of been drawn in" "a call that wasted your time and mine"etc. Filled in the boxes and click send to be told 255 char limit. Redraft the text and send - new window opens with a "Loading" icon. Nothing happens - it could be a browser issue so start again in IE8 and again the never ending "loading icon". Think! - I've still got Google Chrome open maybe that's the reason. Close all browsers and start with IE8 only - no change so lets try the telephone complaint route.
Get the complaint number off the BT site and can't find the right option (knew BT would be extremely busy with an exceptional number of calls) so not wishing to disturb them I thought I'd try some other contact numbers (maybe sneak in via the residential call and take option 2) Couple of calls and then after being requested to support the world cup bid I was asked if i'd like to take a 5 question customer service survey. Why not? tell them what a fine job they are doing and call it a day. What a mistake - it's India - "can i help you?" - explain why they are talking to me and I am then told that I'm speaking to them about a customer survey.........managed to call a time out and tell the operator that I was trying to make a complaint, give the account details and brief summary, given another 0800 number and an offer to transfer. Ring Ring and answered ! an American voice? conversation about why I'm calling and I don't think I'm speaking to the right person - call restrictions/blocking and international roaming were mentioned. Nice chat but I'll ring the 0800 number I've been given - "American again!!?? and this time its High Value Accounts. I think not but she would like to check my account just to make sure and yes I'm right 50 free minutes just doesn't quite make it. Anyway I've lost the will to live and call it a day.
Just about to put the phone down when it rings - its 1571 ring back that I've got a message. Listen to part of the message and guess what? It's the automated BT customer service survey that doesn't know its talking to a BT telephone answering service and because one of the buttons on your "telephone keypad" is not being pressed it keeps repeating the instructions on how to score your answer to the question.

Maybe try BT Mobile on 08007822326?

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Lost the will to live! - Billing query

I notified BT in October 2011 that I was moving house, since then my bill has been incorrect each month. Firstly I was charged a cancellation fee, which I called and this was refunded. Then I was billed for two broadband and two calling plans, each month I call and each month this charge is removed and my direct debit reduced with a promise that it won't happen again.
That was November, its now March and my bill is incorrrect again. Now somewhere in the middle of this some one managed to remove the additional broadband charge, but this has not manged to happen with my extra phone plan. Yes the guys when you phone are nice and remove the charge and amend the DD, but why should I have to repeatedly call each month. The amount of time I spend on the phone is ridiculous. I've lost count of the number of calls that I have made to be promised the same thing each month and then never have it delivered.
I'm about to move again and I'm not prepared to transfer with you again as you've still not managed to sort the last transfer out. I find it disappointing in this day and age to find BT making incompetant businesses look professional as you don't seem to be able to manage the most basic billing error.
I wish to cancel my BT contract but have been told that this will cost be around £200, what about my hourly rate for the time spent on the phone to get my bills corrected. I'm sure we could come to a deal with you only owing me a small amount for my time!!!

Welcome to this forum. This is a BT domestic customer to customer help forum, any messages posted here do not go to BT.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Lost the will to live!

on my secound shuffle sent the first one back with same problem .error mes cannot be updated unknown error occ (-50) and cannot be read from or written to .Please all i want is a simple answer I do not have a degree in computers or the desire to spend the rest of my life sat at this computer tryin to work it out .does this product work or should i just send this one back too! hangin ont life by a thread mandy
Windows XP

I had a similar problem. Look at my post regarding this:
http://discussions.apple.com/thread.jspa?threadID=789985&tstart=0
If the problem is similar try the resolution at the bottom.

FIOS CUSTOMER SERVICE IS THE WORST AND I AM NOT INSTALLED YET FOR NEW SERVICE!!

So on May 20th I signed up for the triple play service for 59.99 with 2 year agreement with 4 tvs being installed with equipment, home phone service and internet/wifi. On May 25th I realized that I needed to change 3 of the boxes on my order to different ones so I called the 1800 verizon number and spoke with a woman agent who said she was able to make the changes and also wanted to verify on my order that I am getting everything that I am entitled to as a new customer to Fios so I told her okay. Never did this incompetent woman tell me that she was changing my ENTIRE ORDER. At the end of the call she said she made the changes to the equipment and gave me a confirmation number for the change.
Today May 26th memorial day, I receive an email from Verizon confirming the changes that they said I made to my ENTIRE PLAN AT 2:46PM. She cancelled out my original order I placed online and switched it to another plan that was much higher at 79.99 with additional services I did not request and the EQUIPMENT WAS NEVER CHANGE, the whole reason for my call. After reading the email and going back to the original email I received after placing my order on May 20th I called Verizon customer service. The woman I spoke to, again incompetent and unsympathetic to the situation couldn't tell me why my order was change. She couldn't tell me anything and was silent the most of the **bleep** time. (Don't these people work for the same company, she should have been able to see exactly what went on in her system.)
When she did speak she said she was reviewing what was different from the last order. I said there is only ONE order that I placed and the only changes that I wanted was for the equipment. She didn't say anything after that. So after almost 10 minutes of silence, I said well at this point are you able to make the necessary changes to change me back to the original plan I signed up for with the correct equipment I needed. She told me NO, plain out.
Are you kidding me! I never authorize the change of my package, only to the equipment and your telling me you can't do nothing about it. The woman showed no type of empathy for the situation, nor apologize on behalf of Verizon and the lady who screwed up my family order. It was like she didn't care and then said If I want to cancel the order she couldn't do that and that I would have to call back tomorrow May 27th and do so. (Shouldn't a customer service agent do whatever they could to KEEP YOU as a customer and not send you to cancel the order...big problem) I haven't been with verizon for many many years and thought I should give you people a try. The way this initial contact with this company has been has truly set the tone of how these people/company will treat me and my family for the next 2 years. This transaction has not been smooth and not somehting that I would rave about to my friends/co workers/community, I will tell them to NOT choose this company. I see now that Verizon customer service agents will add what ever they want to your account that you didn't authorize, tell you lies and not correct anything that they are at fault of.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Switching to Comcast: Verizon has given me the WORST customer service over the past 7 days.

I've been a loyal Verizon customer for more than 2 years. Last week, I called to transfer my service to a new address. The phone call went well, and I was promised that a technician would come the next day. After ending the call, I found out that was a lie. It would actually be 7 days later. I called back to change the date, and was told that a new order would be submitted, but since it was a Friday evening, someone would call me on Monday to confirm an installation date/time. No call came. I called again today and was told that the customer service rep would call me back in 15 minutes. That was a lie. He did not. I finally got someone on the phone, and SURPRISE! I learned that there was NEVER an order for my new service. And, no technician would be available for 7 days. This is deplorable and shameful customer service. Several lies, no follow-up when promised, and a seeming inability to get service installed for a long-time customer.
I went to Comcast's website and within 7 minutes, I was able to sign up for new service and schedule an appointment within 48 hours. Take a lesson, Verizon.

Hi,
I recently moved also, and i received a confirmation for my order saying that I would have a technican to install on Saturday July 5th from 8 t0 9am. I called multiple times before July 5th to see if there was any available slot for a sooner instalatlion, but unfortunately nothing. The multiple representatives I spoke to said that my order was confirmed, and a technician will be there on July 5th. Surprisingly, I received no call from anyone saying the installer would not be able to make it, or about the appointment being postponed. I went into work late, and still did not have Verizon triple play installed. I spoke to customer care, and was told after waiting about 45 minutes that the representative will call me back, since she could not reach to the technician.
Later that day my sister spoke to a representative, while I was at work, to see what the resolution was to the previous call. The representative she spoke to stated there was no technician assigned, and the dispatch center was not responding. So she will put a note on the account, for service to be installed on July 6th. The window was from 8am to 10am. I have still not had a technician come to my house and it is July 6th 11:40. I called to follow up on the appointment, but I was informed that the appointment is now scheduled for Monday July 7th from 8 am to 12pm. I did not authorize any changes to this appointment, and defiantely did not get any call or email stating there will be some changes. The representative informed me that a manager named Felipe authorized the technician to not show up for the appointment today, and just go tomorrow. This was not even told me to me, so i can make adjustments to my daily schedule. Does Verizon expect people to be available when their technicians are available to work? There is no professionalism going on here. Timeliness and accurate information is not something Verizon understands clearly.
I would like a reason as to why this is happening, and when I will be a satisfied customer? I have had no complaints with Verizon prior to this, and NEVER received such horrible customer service. This is totally unacceptable. Verizon has horrible customer service, and I will no be recommending anyone to get Verizon Fios. My sister has 4 lines with Verizon, that she will be cancelling due to this horrible experience, and my family members that recommended Verizon to me will all be leaving if there is no resolution to this. This is highly unacceptable.

I just want to share my experience or rather terrible experience with apple service.....I am soooo disappointed with the apple customer service at the local store in Tampa......every time they give u an appointment and make people wait for hours......ther

I am soooo disappointed with the apple customer service at the local store in Tampa......every time they give u an appointment and make people wait for hours......there was some cosmetic problems with the screen of my Mac book pro....they replaced it but the computer would not turn on....and btw when I went to pick up my computer the representative handover my computer to another guy without checking his id who was there to pick up his phone.......then I had to take it back second time this time they messed up my iWork...I took it back but they couldn't retrieve my history of purchase of iWork...and then when I installed the iWork at home...none of the applications is working.... .I will have to take is back fourth time.....I loved apple products but may be not anymore.......

Other than what Shotist007's remarks (which solves nothing) your experience is not common. First I would speak to the store manager to get things rectified for you. If that doesn't work out then I would contact AppleCare and speak to a customer service representative and complain via that venue.

TERRIBLE CUSTOMER SERVICE ON THE PHONE

I just wanted to lodge a complaint about Verizon Fios Phone Reps. I lost my dial tone on my phone and it comes back sporadically. In any case, that is not acceptable.
So I call Verizon and chat with the representative. I am not in the best of moods at this point because I have to go through this rigamarole of answering all these questions which were all answered before -- and told AGAIN that the problem is in my home -- which it is NOT -- but that is what they are seing on their screen -- as if what is reported to them by their computers are always correct.
Whatever.
So, schedule the appt. They cannot NARROW their appt window down except to say it will be ALL DAY SATURDAY. THEN adding insult to injury - they say that if the problem is in the home -- that I will have to pay for it. Ok -- whatever. I tell them that if the problem is not in the home and I have to wait all day for Verizon to show up -- does this mean that Verizon pays me my day rate?
I understand that they have to say this but this particular rep repeated it four times over the conversation -- whatever. Just set up the appt. WHY CAN'T THE NEW YORK OFFICE CLOSE THE SERVICE WINDOW TIME FRAME To either in the morning or in the afternoon? Why all day? If other companies can close the time frame -- why can't verizon?
Over and over he repeated that I would have to pay -- just because a screen tells him the problem is in the home. IT IS NOT. There was a heavy rain here on Wed and usually what happens is that the lines get wet and the phones get all static-y and I guess this time -- the lines just went down. The dial tone comes in and out.
Also, I checked all my phones by connecting and disconnetcing as verizon's ROBOT told me. And it was confirmed that the problems were not my phones.
In any case -- Verizon --- your customer service SUCKS and I will make sure to tell everyone that I can.

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.
Moonlighter17 wrote:
I've been trying the local store approach with no help. Either I get someone that has not idea what different model set-top boxes Verizon carries or they are not wanting to help. I even had one person tell me all of the boxes verizon has are the exact same, that they only carry ONE model box!!
I've had service for several years and this is the first time I've really needed support and I'm very dissappointed!! I guess I will have to switch to cable or satellite. DirecTV keeps sending me super promotions to switch back.
UGH!!!

Re: BT - Your customer service for the bereaved st...

My brother died 24th Feb 2014.
I contacted BT to let them know this and that i would clear any arrears before taking over his account to keep the BT services we have.
I am now his childrens guardian, they lost their Mum 4 years earlier, so wanted to get off on the right foot by sorting the BT account and moving it into my name.
Since the 4th March until today 29th March i have been trying to get MyBT online account to Confirm that i am the Primary Account Holder.
I have put in the best part of 10 hours in calls and time- all wasted- the account still says in the account holder section that i am Not the confirmed account holder- This is still in my brothers name.
I had a call from the Escalations Team who offered me £50 compensation and 1 months services free, they also confirmed that a PIN number had been mailed to me which would allow me to Confirm that i am the Primary Account Holder.
After getting the PIN and following the instructions a message appeared saying 'there was a problem, please try later'.
I also had one BT employee change my name on the account to 'Mr Customer' and then hit save- messing up all the hours of horrendous calls, repeating the whole story again and again.
I am yet to speak to someone who can actually sort this problem out.
My next action is the very highest level of complaint for the disgusting, insensitive treatment i have had.
BT managed to get the direct debit change sorted and took my money but failed to confirm me has account holder either by post or email.
Monday i will contact the Bereavement Team, I will also ask for written confirmation of my Status regarding my brothers account.
I am totally stressed with the death of my brother and BT have just been utterly USELESS.
Anyone who reads this and can offer advice please do.
Otelo and the Telecom Ombudsman are both getting copies of my paper complaints as is Chairman Sir Michael Rake, BT Customer Services Director.
Enough is enough.

Hi RichardeRichard,
Welcome and thanks for posting!
I'm really sorry for the problems you're having with this. I completely understand the difficult circumstances at this moment in time and I'll be happy to help smooth everything out from here.
Click on my username and under the "about me" section you'll see the link to get in touch with us. If you could also include the link to this thread when you complete the form that would be great!
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

I would like to know how to contact someone in Verizon corporate to file a complaint. I have received the absolute WORST customer service over the last week from this company! The customer service agents promise to call me back and then never do. The la

Verizon Wireless has the absolute worst customer service I have ever received. The in store reps are unprofessional and spend more time texting and taking personal cell phone calls than in helping customers. They are not at all knowledgeable and even state they do not know what they are doing. When you call customer service you get jerked around and passed from one person to the next with no one knowing how to fix my billing issue. I have received NO call backs that were promised and the latest person I spoke to was incredibly rude. Sanita from Sacramento refused to even give me her last name or the last name of her Manager Nick so that I could follow up. I am incredibly disappointed at how poorly I have been treated. I will make sure to tell everyone I know about this experience and as soon as my contract has expired I WILL be leaving Verizon services after 10 years with the company!!

This is a customer to customer forum, so this is not the place.
What is going on with your account? maybe we can help you.

Address For Customer Services in the

Hi All,?I bought a Zen Vision:m 60GB in January 2007 and applied for the Free Docking Station under a promotion that they were doing.Sent it off 5 weeks ago Recorded Deli'very. It was signed for at their end, but so far nothing. I've kept a copy of all the paperwork which I intend to send off again, however I can't find an address for their Customer Services Dept in the UK.Can anybody point me in the right direction. Thanks?

Hi,with me the same thing happened!! Half december I applied for this free docking station (they had the same promotion in the?Netherlands). However I never received anything (it wasn't recorded deli'very). Now the url for this promo isn't functioning anymore. Did anybody receive the docking station?Because I couldn't find an e-mail adress for customer services I just send an e-mail to support. I wonder if?Creative will?reply. If not I?'m afraid?some people at Creative?are misleading customers.

How do I correct bill without getting a reply from customer service or the community forum?

Hello,
I have communicate with lasinah_vzw and jonathan_vzw on the forum and by direct message. I have send documentation of my bills and terminated my account. I now see an older charge that was credited to my account reapplied. There has been no response to all the direct messages or forum comments I have tried to post.
I have not received a reply from you regarding the charge of $93.57 in my account. I had a credit balance of $11.92 on my Nov. 16th bill after crediting my account for a 2-day reconnection at the end of my account suspension. I was unable to contact anyone to re-suspend or end my account. In January I finally got through to Sharon who terminated my account and credited my account for my December and January charges upto termination. Now I see a charge from prior to my November 16th bill that has been re-added to my account. In addition I am getting a notice that my bill is being sent to a collection agency.
If I send all my documentation to you to adjust my bill, get no reply or acknowledgement of receipt or a response as to it's status why is this bill going to a collection agency?
Why has Verizon turned into a bully?
If I do not receive a reply to my earlier attempts to correct my billing I intend to submit all my documentation to the Better Business Bureau.
Thanks... for teaching me a lesson about Verizon "customer" support... UVN

@UVN ".....Sharon who terminated my account and credited my account for my December and January charges upto termination. Now I see a charge from prior to my November 16th bill that has been re-added to my account...."
You are not alone....Promises by Verizon Customer Service don't mean anything anymore.
I successfully suspended a "JetPack Device" WITHOUT BILLING...even got a message on the web site saying I was successful.
Supervisor said "I will suspend without billing during dispute" THEN I WAS BILLED anyway.
This resulted in re-connection fees.
Again, Supervisor said "I will waive Re-Connection fees"....BILLED AGAIN resulting in more fees.
Executive Offices say the supervisors have the training and authority to make decisions..so what happened??
Executive offices also refuse to honor what you are told on the phone.
I am still trying to find an answer to a simple question.
If The VZW web Site allows me to suspend a device and actually pop up a message that I "successfully suspended it WITHOUT billing" How can they refuse to honor it?
OH, It's in the FAQ's and your original contract...So, why does the web site allow it to be accomplished?
There should be a pop-up saying..."THIS ACTION CANNOT BE COMPLETED"
YOU ARE NOT ALONE UVN

Worst Customer Service In the World

Why am I still getting billed by comcast after several months of my service being cancelled, when I was already informed multiple times that the account is up to date? Why am I constantly being bothered about equipment that I have already return, and been informed by comcast that the equipment has been return? Why am I being charge for the equipment discussed in the previous statment? Why is it that a company as large a Comcast has the worlds worst customer service and does nothing about it?

Dear EvanWright,
I am so sorry for the delay! I have sent you a private message so that we can discuss your billing concerns more freely.
At the top of each Forum page, you will see a small gray envelope icon. This icon will have a number next to it if you have any new messages waiting. To open a PM to read it, double click on the envelope. If you click on the white envelope a window will open with tabs for your Private Message Inbox, Sent Messages, Friends, Ignored Users, and Compose new Message. You can also access this area by clicking on the Username in a Thread or post. By default, Private Messages are enabled. You can disable this feature in My Settings>Preferences> Private Messenger.

Promotional Bundle Discount - Disappointing Customer Service for the first time ever

I'm a long time Comcast customer currently on a triple bundle package. My promo discount ended and typically I can call; talk to a knowledgeable rep; and find a comparable bundle to keep my rate under $200 a month (tv, internet, phone that I use for business calls). Last week I got a "sassy" rep who was anything but helpful; reading off scripted cards; insisting that she was doing a good job and had satisfactorily helped me. I kept telling her no...I wasn't happy hearing there was NO promo available to me via the phone but I should try going to the website...well, I've spent another hour online trying to find alternatives with no luck. After reading some forum posts, I'm convinced there is NO site on comcast that offers any promo bundles for existing cusotmers that want to lower their bills. I do not need all the channels that my current plan has, but apparently if I change some things, comcast will get me for additional equipment costs so I'm sort of screwed unless we just drop everything and switch things up....I do hope someone from Comcast reaches out to help before you lose me as a customer......

I must have talked to the same rude customer service girl as you did. I was also trying to get a reduction in my bill and her response was to give back the modem that I rent and that would take $10.00 off my bill. For the last month I have had nothing but poor wifi service, having to call almost every day and have my modem reset. Well I hooked up this new modem that also includes the router on Saturday, what a nightmare that was. For more than 24 hours now my wifi has been intermittent at best. I called earlier and spent a good hour on the phone being transferred multiple times and each time having to repeat the same stuff over and over again! I have been with Comcast for more than 15 years and I think it's time for a change, tomorrow I am calling AT&T !!!

Who do I contact to file a complaint about wifi on my new IPhone5 and poor customer service at the Apple Store in Leawood, KS

I am having problems connecting to wifi at home with my new IPhone 5. I got it replaced today at the Apple Store after dealing with a rude customer service person yesterday and today. They simply would not listen to me explain all the troubleshooting I have done. I also have an Apple Airport Extreme base station router, Macbook Air, two IPads, IMac and my husband's IPhone 5 on this wifi system with no problems. After talking to Apple Care yesterday, they told me to go to the store today to exchange my phone. The customer service person argued with me that I would have the same problems even if I exchanged the phone. This has been a very frustrating experience and after being a loyal "Apple" geek for many years, I'm seriously thinking about returning my IPhone 5 and getting a Samsung Galaxy S3! This is totally unacceptable! Tech support at Apple Care was great yesterday and that person actually listened to me unlike the two individuals at the Apple Store in Leawood, KS. How do I file a complaint about the hassles at the Apple Store?

Talk to the store manager.
Regards.

How do I speak with someone in Customer SERVICE from the U.S. who isn't speaking from a script?

I am very frustrated. I have spent over 8 hours trying to get my Dreamweaver subscription to work on my PC to no avail. Six hours have been spent with foreign support. I want to speak with someone who isn't speaking from a script who can actually help me. Unfortunately even the customer service staff is in India and speaks from a script. Do I have any options?

What exactly is the problem?
These user to user forums can help but they are best used in a specific Q&A format. Ask a specific question including relevant details (operating system etc), get a specific answer.

Customer Service - lost the will to live

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