Does it take a miracle for BT to get things right ...

Question

We moved office back in July,had BT on the phone, ordering new line and services for the new office as well as winding up the old office account, didn't think much of it afterward because the manager assured me everything is under control.
Two days before the move, new line working and all seem fine, we wanted call forward as we needed to keep our old number but as its on a different exchange, this were the only option according to BT.
We knew we could port the number to VOIP, for cheaper and easier management of the phone system, but chose to stick with BT because we work with their engineers on different levels, so opt for paying £400 extra a year for the previage of staying with BT (VOIP would cost us nothing).
Then 2 weeks in, we got a bill for almost £300, shocked, only to find that BT also charged for line rental and ..wait for this, call charges for EACH call forwarded, at almost 25p per minute, as a support company our ratio is almost 90% incoming callls.
Called BT, after 2 weeks and almost 6 hrs on the phone, they admited that its mis-sold, they never told us about call charges or line rentals, then 2 more weeks, they decided to revise the bill so only call forward should be billed as per contract, thinking it is all over ? no way.
Four weeks ago, we start to get calls from debt collectors, from what what may ask ? yes, its from BT, accordingto BT, our old number still incured charges even though the manager told us all balance will trans to new office, not forgetting we also got a final bill from BT before we moved, to make matters worst, BT chose to sent these bills to the OLD address which we have no access to, knowing too well we have moved.
Then this morning we got another heart attack with yet another bill for the old number for almost £550, almost 3 hrs on the phone, cut off by their great customer advisors, the ones I got through to, even with the reference number that clearly stated their own mistake of mis-selling and NOT to charge us for line rental and call charges, they didn't have a clue and insist that I pay up, only after 2 hrs of continuese calling that I managed to speak to a person who read the notes and understood the problem straight away, but still took another 45 mins before I got through to the billing dept where this nice lady said ok, they will ask back office to sort this out.
The stress and the time wasted on something so so simple is enough to drive me out of BT, as a tech company who advice our customers, yes, you guessed it, I will start to migrate them out when their contracts are up, seriously, by going VOIP in the first place could have saved us so much hassle, if not money.
This is one of the most useless company in the UK, if not this planet.
If I get another mixed up bill next quarter, I will get my lawyer to deal with them, enough is enough, because I know I am in the right, BT already listened to the original calls and confirmed a mis-sell, yet they are useless at fixing the problem, even though this may sound like its all over now, I still have to deal with the debt collectors because even after 4 weeks, BT still not got back to them as to why and what.
Once again, BT, you have out done yourself on this one with some of your most loyal customers.

Answer 1

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