How do I get a contact for a complaint!!

Question

Hi all
I'm wondering if anyone can help me at all please. I will post a little background information in the hope that someone with half a brain cell in the bt customer care section actually reads this and responds (yes i am a very unhappy customer right now)
I had a fault with my broadband which was first reported on 8th January, I was assured by the operator then (at least i think that's what he said) that someone would call me back about the fault and that it would resolved. In the meantime I have been very ill and in bed as I am disabled and I had a major bout of the flu which laid me up for 10 days. So when I was well enough I called BT broadband back and enquired about the progress of the fault and was told nothing was being done about it.
At this point i was very concerned as I need access to the phone and broadband in case i need to get in touch with someone if i am having problems related to my disability (i am virtually housebound) and every time my broadband cut out, my phone would cut out too.
At one point broadband was cutting out every 10 seconds (my daughter timed it) and everytime it cut out the phone line went dead.
Anyway to cut a long story short, an engineer came out a couple of days later, found that the wires in the property were so old that they were corroded and he replaced all the wires and since then i have had no problems with my service.
I was told by the original operator that i should wait a few days after the fault was fixed then ring the bt billing line to arrange a credit to my account for the over 2 weeks of no service. here is where the problem starts........
I have spent the best part of the last 2 hours trying to speak to someone that I could understand, i have a hearing problem which has been made worse by my bout of flu and i am finding it very difficult to understand the strong accents on the customer service line. I explained this to the first operator i spoke to as i really couldn't understand a word the guy was saying as a) his accent was very strong and b) i asked him to speak slower but he refused and kept talking so fast that i just couldn't understand what he was saying so as i said i tried to explain the problem that i just couldn't understand what he was saying and could he please try and put me through to someone who didn't have such a strong accent and would be able to speak a little slower so that I could explain the situation and have things sorted out. 
Well i guess the guy took offence as he cut me off. So i called back again only to be confronted yet again with an accent i simply couldn't make out what they were saying, so again i patiently explained the situation that i have a hearing problem and could i please speak to someone else.
The person i spoke to seemed to understand and asked me to hold for a moment and put me through to someone with an even stronger accent *sigh* so again i explained the situation and again the person on the other end of the phone hung up!!
By this time I was getting a little frustrated so i thought ok give it one last try and if it fails, wait until tomorrow as stress does NOT help my health conditions. So again I call the billing customer services and the guy i spoke to there seemed to understand what I was asking so he said ok i will give you a phone number, please call that number and you will be put through to someone in the uk which hopefully you will be able to understand a little better. (bear in mind the guy had to say this about a dozen times before i understood what he was saying).
Now i'm not asking for the world, all I am asking for is a little help from bt for their disabled customers like myself who sometimes have difficulty in understanding the person on the other end of the phone, what happened next has l;eft me totally and utterly DISGUSTED with the attitude of the bt customer service staff.........
I called the number i was given by the helpful gentleman on the last phone call and got through to someone i had no hope in **bleep** of understand but very patiently explained the situation that I have a hearing problem right now and am finding it very difficult understanding the strong accents even when the people i am speaking to talk slowly it's still very difficult for me to understand them, the guy's accent was still quite strong so he offered to put me through to his manager who would hopefully be able to help me. YES i thought finally someone who is able to help.
How wrong could i be!!!!
The "manager" came on the line and proceeded to shout down the phone at me when i tried to explain the situation. I again said i'm really sorry but i have a hearing problem and have difficulty understanding some of the strong accents and i would like to speak to someone i might be able to understand regarding my account, SILENCE then the line went dead...
over the next 30 minutes i had this man call my house several times, as soon as i answered the phone i heard immature giggling in the background and this guy proceeded to shout and yell down the phone i'm sorry i can't understyand your stupid accent!!!!
I am absolutly DISGUSTED, i have worked in customer service for 20 years before my disability forced me to stop work and to be treated like this is just ridiculous. If it wasn't for the fact that I am on a very low income and as i have only recently moved house and am stuck in another 18 month contract then i would be telling bt to cancel my account and take my custom elsewhere.
I have also tried to speak to one of the "live chat" operators who basically told me they wouldn't be able to help me and that i should phone the customer service number for billing and speak to an agent, when i explained that in fact that was all i wanted to do but that I can't understand the people i end up talking to i was basically told well that's tough i won't help you so you're going to have to phone them!!!
I have to say i've never felt so frustrated after trying to speak to BT, usually i don't have any problems and if i explain that I have probs understanding someone's accent they usually try to speak clearer or if i still have probs they usually transfer me to someone else who I can usually understand but today has just been absolutely ridiculous and i seriously wish i had never bothered being a customer of BT's

Answer 1

Hi Magsrobby,
Welcome to the forum and thanks for posting. I'm really sorry to hear you've had so many problems. I can look into this for you if you wish. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.
Cheers
David
BTCare Community Mod
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