How to tell if call/complaint has actually been re...

Question

I had a number of problems in setting up my BT phone line. To cut a long story short, I ordered a phoneline online last July 09. It turned out BT had decided I needed a new line put in, however I was not informed of this as BT decided to change my 12 month contract to an 18 month contract, without informing me until it was too late to cancel. I was only living in the flat for 12 months anyway, so this was no use to me.
(a week or two after I recieved a letter to the previous occupant from BT, they had infact had a phone line with BT so I don't believe a new phoneline ever had to be put in)
I spent a lot of time on the phone to BT in the next few weeks. The people answering my calls could be separated into roughly two categories: the openly useless (I'm sorry, there is nothing I can do) and those who sounded helpful but did not actually do anything ("someone will call you back tomorrow" - no call! or "I'll refer you to the investigations team" - nothing), when I called back to follow up the empty promises there generally wasn't any record of my making the previous call at all!.
When I recieved my first bill, for the month BEFORE my contract even started (including charges for not having made a certain number of calls!) I once again picked up the phone and called BT, this time threatening to contact an ombusman. The man on the phone refunded me this in the next bill and also said that I would be able to cancel my contact without extra change in August 2010. He said he would put a note on my account, not ideal but I was satisfied.
I have now reached the end of my tenancy and wish to cancel my account with BT. 9 days ago I sent an email using the service on this website outling my wish to end the contract. While I recieved a conformation of the email being sent, I did not recieve a reply and today phoned up the call centre. I spoke to a nice person on the phone who was unable to find a record of either my email or the note on my account allowing me to avoid some of the "early" cancellation fees. She says she had reffered me onto the complaints department and they will contact me in 5-7 working days.
I want to believe her. But in my experiance, the staff who have actually said they would do something never have and these calls don't get recorded and notes aren't put onto my account. I think there must be some sort of glitch in my account meaning a lot of my calls just aren't registered as having happened. Its upsetting as sometimes I don't feel as though I'm being believed and I have to explain the whole thing everytime I phone. Today I forgot to ask for her name or a referance number, not that I've ever managed to get some sort of referance number before (surely that sort of system wouldnt be hard to impliment!) and I'm kicking myself.
I'm going on holiday in a week, and will be away for just over 2 weeks so I'm worried about the next tenants in the house. Their tenancy starts tomorrow and I'm not sure what they'll want to do about the phone.
I just want some assurance that my complaint is actually being dealt with and hasn't been lost in the system once again.

Answer 1

Hi Kai,
Thanks for posting. I'm sorry you're having such a difficult time in getting your line cancelled. I can certainly look into this for you. Drop me an email to [email protected] with the account details and a link to this post for reference and we'll take it from there.
Cheers
David
BTCare Community Mod
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