How can I get anyone in Customer Services to respo...

Question

Copy of letter to Customer Services sent in July 2012 and again via email a month later:
Dear Mr Spencer
Your ref: *************
Further to your letter regarding my complaint about the Broadband package taken out from my mother’s address, I am writing to respond as follows:
The original conversation with a member of BT staff about the set up of a Broadband package at my mother’s property  took place in August 2011 – sometime around 17.08.11.
It was during this exchange that the discussion took place about transferring the said Broadband package from my mother’s phone line to my flat (address above) when I returned to that address in March 2012.
Because I knew at that time that we would only require the Broadband services at my mother's address during my residence there, I made it clear that I would require the service to be transferred when I returned to my own home address.
My mother is 84 years old – does not know how to use the internet and since I moved out of her home in March, has not had a PC/laptop or any Internet-receiving equipment in her home.  We unplugged the Home Hub on the day I left and it has remained in the box ever since.  She does not require the internet now, and never will. 
My mother and I have both been long-standing customers of BT with unblemished credit records with your company.  I am most disappointed that this situation has now escalated and as you can imagine, my mother is most distressed.
I cannot accept the results of your findings based on the recordings of only one telephone conversation with your organisation about the original set up of the Broadband account.
It is the unavoidable fact that I have had many telephone conversations across the last 10 months about both my account  and my mother’s.  Some of the calls with your Customer Services staff will not have been of the standard I would have thought your organisation will expect.

Answer 1

Hi JulieG,
Welcome to the forum.  I am sorry to read of the problems you and your mom have had with BT.  I would like the chance to sort this out for you.  I will need account details so that I can look into this properly.
Please follow John46's advise and 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 the BT account details in question and the link to this thread.  Once I have these details I will investigate and am sure I can help.
Cheers
Sean
BTCare Community Manager
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 :-)