New customer nightmare

Question

Below is email sent earlier this evening to the BT chairman.
Dear Mr xxxxxx
Having suffered poor broadband speed for a number of years, we as a family were very pleased to see BT fibre optic installed where we live in xxxxx
In November 2013 we signed up to BT fibre optic broadband, home phone with inclusive calls and BT tv entertainment package.
The broadband was installed on 5th December 2013.
When ordering the service on the telephone, I wrote every detail down, all charges and particularly the monthly cost , so as to manage our limited monthly income ( we are a family of 6 , with 4 children and low income).
It was very important for us to keep within budget .
At this point I must state that we always pay our bills and our previous internet provider I was with for 20 years with mobile phone and 10 years broadband and never had one single problem - ever.
Our total monthly cost to be paid by direct debit was £50.45.
I was aware that there was "one off" charges, and we had already made a decision to pay these immediately, so that the monthly bill would be the £50.45 .
We paid the one off charges and part charges incurred up to direct debit date.
All good.
On the 7th January 2014 I signed into my BT account and was alarmed to see BT stating the direct debit was £81 a month!, this is a huge increase percent wise, and one we cannot afford and certainly would never of signed up for.
I rang BT and spoke to Xxxxxx on customer service, and he resolved the issue and said we actually have to pay £55 monthly.( more than we were initially told - but just have to swallow it.
All fine.
One week later - 14th January 2014 BT attempted to take..... Yes £81 out of our bank account.
There was enough in the account for £55 ( we have bank statements), but not £81, so this went unpaid and we were told by the bank we had bank charges to pay now.
The bank were sympathetic as it was not our fault and have reversed the charges.
We did not find out BT attempted to take £81 until letter received on 22nd January 2014 and I immediately rang BT and spoke to "Xxxxxxxx", she was very good, understood, apologised and said it should and will be £55 a month.
My wife paid £55 there and then on the phone and the BT employee xxxxxxx told me to cancel the direct debit to stop this happening again, that we have until end of February to pay £89.28 and when we ring up to pay this amount, go onto " whole bill direct debit".
Ok.
29th January
Wake up to find all service SUSPENDED , no internet tv, no home phone and no broadband service.
Rang BT , spoke to a xxxxxx - no joy, asked to speak to a supervisor and put through to a Mr xxxxxx of customer service, he was not a superviser and not much help and I insisted I speak with a supervisor.
A supervisor called xxxxxxx spoke with me - went through entire story ( call ref number xxxxxxxx) and he checked previous calls, apologised and said service will be reinstated ASAP and everything will be fine and ring up and pay the remaining bill by end of February.
My wife said fine, we will actually pay it 14th when we get paid. ( bear in mind up front costs actually meant we were in credit for service yet to use - as fees are up front).
Phone was back on in 10 minutes, internet was off until the next day.
My wife and I had now lost all confidence in BT as a company , the first phone call and various other initial people we spoke to were off an aggressive "you must pay x" nature.
My wife is so mild natured, yet she had completely "had enough" , I said let's give BT one last chance and agreed that any further upset and we would take action.
10th February 2013 (today).
Woke up to find all BT service suspended again, no house phone, broadband or tv service.
To say my wife is upset is an understatement, I just want "out" the nightmare that this company has bestowed upon us.
I rang our previous providers orange this morning to see how we can go back to them ( as stated 20 years, zero problems) , told just need MAC code off BT.
Rang BT and just given options to pay money until a further option comes on the phone to speak to someone.
I asked for MAC code, and after attempts to ask my what my problem was??!!!, I just insisted that I want out of BT and could I please have my MAC code.
While I asked the BT person to confirm the mac code with me, I was told I will be getting "charges", I said just the MAC code please - confirmed it with the person and as I attempted to say thank you and goodbye - I was told I will be getting "charges" again.
I have removed and boxed up the BT tv box with remote and router.
Please can you arrange for these to be collected from our premises, or send a pre- paid postage label and I will post them.
I wish this to be the end of the matter completely.
This afternoon we did pick up some forms to take BT to the small claims court - to tell our story there and stand up to this "corporate bullying".
Please get this sorted out , look into it, we owe you no money - through payments we have made we have paid for the time we were with BT - up until you cut us off for the second time.
Please review any or all recorded telephone calls in this matter.
We have been "wronged" by your company .
I look forward to your reply.
Thank you.
Biffta
Solved!
Go to Solution.

Answer 1

Hi Biffta,
Welcome to the community forum. I can take a look at the details of your complaint. Please could you send me in your BT account details using the "Contact Us" link found in my profile.
Thanks
PaddyB
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 but 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 :-)