Re: BT's illegal practices - customer service lied...

I know it is some time since you posted but I'm so angry with BT and the lies. We decided to take out a new contract with bt for another year 2 years ago after complaining then but this time I cant be bothered to lift my phone to talk to someone in India that doesn’t understand English. I have been overcharged for several items one of which BT know we don’t have but they have been charging me for two years!.. I understand in this time I should have looked online at my account but we are pensioners and we have both had deteriorating health. We have decided to write to OFCOM. We would contact the press but my partner was a war correspondent and a member of the NUJ and it is recognised not to be good practice to inform the press for personal matters. We will now leave BT after 36 years and go with another provider for telephone internet and TV. Goodbye BT!..

Hi dr-who,
Thanks for your post. I am sorry to hear that you are being overcharged for two years. I can certainly get this sorted for you.
Can you send me in your details using the "Contact The Mods" link found in my profile and I will take it from there.
Cheers,
OlgaC 
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.
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Similar Messages

  • Customer Service lied??????

    I was chatting with Customer Service on Friday 2/28/2014, and was told that I can give up my unlimited data (wife has smart phone with 2gb data which was signed on December 2013) and get 10GB for just $50 instead of the $100.00. According to her, this is the Verizon Maxx plan that just came out on, and that would make the cost to 2 smartphones $130.00 a month 2/13/2014.
    When I called in, nobody knows what I am talking about.
    So, did the customer service lie to me? I am so fed up and ready to switch to AT&T.
    I have the Realtime Session ID number if the Admin or Verizon Customer Service want to take a look at it.

    http://www.phonearena.com/news/Verizon-Max-plan-to-offer-6GB-for-30-to-wean-unlimited-data-users-onto-a-tiered-plan_id46710
    You get 8 GB and wife has 2 GB equals 10 GB of data. Read the above link.
    Good Luck

  • Why does customer service lie to its customer's

    I have been lied to by customer (dis) service 5 time in the lase 4 months. Can not get a straight answer, they will  tell me they will fix my issue then apperantly do nothing costing me $100 in over charges.  I never  had this manyvprobles from one comoany

    however that will do no good, because:
    Customer Agreement | Verizon Wireless
    This agreement and the documents it incorporates form the entire agreement between us. You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement.

  • Complaint - Customer service lied to me

    Now that Verizon finally has a reasonably priced single plan, I decided to have my son and his wife and my daughter get their own plans. I called Verizon customer service and told them that I wanted to separate our accounts on the first day of my new billing cycle (January 10). I knew that if they separated the accounts during the old billing cycle, the total cost would be a lot more.
    The customer service representative told me that she would set the order up so that the separation would occur on January 10. My billing cycle ends on January 9th. I called in about January 5th. The customer service representative told me to be sure and have my son and daughter call in ahead of time, so that things would be ready for the change to happen on the 10th.
    After talking to the customer service representative, I sent emails to my son and daughter telling them to be sure and call in before the 10th, so that the accounts could be separated. They emailed me back saying that they had done that.
    This week I got my bill and to my surprise they had separated the accounts three days before the end of the billing cycle. This meant that we now had three bills that totaled about $400, when our normal bill was about $260.
    I thought no big deal, I'll just call Verizon and get the bill straightened out. I've tried to do that twice and both times I get a customer service rep who pleads ignorance and says that they can't do anything to correct the bill.
    This is ridiculous. I did what the customer representative told me to do and was assured that the change would happen correctly. Verizon did something different than what I was told they would do. Now Verizon won't take accountability for lying to me.
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    There are multiple reasons here why your combined bills may/will be higher than your old bill which may not necessarily have anything to do with splitting the accounts 3 days early.
    As it is, I don't see how splitting the lines early would have ANY effect on the new bills.
    1 - when the new accounts are created for the lines being split off, they will not necessarily have the same bill closing date as the original account. Each NEW account could very well have a partial month AND a full month of service on their first bill regardless of when the split took place.
    2 - you are not cancelling a line, but instead someone else is taking it over. You should receive a partial month credit on YOUR bill for the days between the split and the end of your billing cycle. Verizon does not pro-rate the final bill for "cancelled" lines, but I believe they do so for "transferred" lines.
    3 - separate accounts each with their own data allowances will usually be higher than 1 account with the same number of lines on it. This is due to each account having to manage their own data allowances instead of 1 pool to pull from.
    For example:
    3 lines on one account with 15 GB of shared data = 3 x $40 = $120 + the current rate of $100 for 15 GB of data = $220 + taxes/fees
    3 lines on separate accounts, each with 4 GB of data = 3 x $40 = $120 + 3 x the current rate of $70 for 4 GB($210 total) of data = $330 (If you bump up the data allowance to the 10 GB level for $80, then you are even $30 higher)
    YES, it is MUCH cheaper to have multiple lines on one account than multiple accounts with 1 line each.
    4 - If any employee discounts were being credited to the original account, the new accounts would not get them. The new account owners would have to first apply for any employee discounts which they may be eligible and it may take 1-2 billing cycles for those discounts to take effect.
    5 - I am not aware of how much you are paying for your 15 GB of data, but the current rates for data MAY be different than the rates available when you selected you monthly data allowance.
    I am sure there are other reasons why the combined bills may be higher than your old bill, but those are the ones which quickly jump into my head, NONE of which have anything to do with the date the "split" took place.
    Regardless, I can't imagine any reason why the date of the split NOT being on your bill closing date would have any effect on increasing the bill, but I suppose it would have been nice for it to have taken place on the date you were told. Not necessary, but nice.

  • MOVED: Is this ok? MSI customer service lied to me to max their profit

    This topic has been moved to Anything Under The Sun.
    https://forum-en.msi.com/index.php?topic=179073.0

    Quote from: flobelix on 30-March-14, 20:18:21
    For complaints contact MSI: >>How to contact MSI.<<
    As MSI doesn't sell to ultimate customers but retailers your suspicion is obviously rubbish as they don't care what deal you got with the retailer. Wheter you paid 300 or 800 for this out of production card at the retailer is irrelevant for MSI.
    I'll try to contact MSI again, but so far they have been totally unhelpful.
    I don't think my suspicion is unfounded. MSI surely does not reimburse RRP to the retailer, that'd be overpaying a lot. When I studied business I've learned about all sorts of agreements between retailer and manufacturer. The retailer rarely takes the full risk to sell the product. In fact, the manufacturer might take on all risks of products not selling etc. and pay the retailer only for its distribution effort or a percentage of the sale price. In that case it would be natural that MSI only reimburses the original sale price to the retailer. What else would MSI reimburse the retailer? RRP?
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  • BT Customer Services. Warning!

    I placed an online order at the end of august with BT to have phone and broadband, I got a phone line after 11 weeks of placing the order, with no sign of my broadband being connected. I spoke to Customer Services in the UK, India and Jah know where else. There seems to be a problem with linking the calll log files between these outposts.
    BT did not ring me once, to say there was a problem with my installation, I rang them about 10 times, each time someone telling me 100%, the installation date is set, especially so with the team from India.
    There were excuses like, there was a problem with the site where I live, a chap from India even said BT Openreach was waiting to install a telephone pole, even though I live in an underground cabled street area. All in all I worked out that no one in Customer Services had a clue what was happening with my Odrer...well I hope it is otherwise a conclusion can be drawn that BT Customer Services lie to anyone who would believe them.
    The one thing BT was sure about was taking payment from my account for a billing period when I had no services, no telephone line, no broadband. Good job! You see, BT can get something right.
    In my opinion, I think that BT and the incoherent and inconsistent babling from their Customer Services Department, in some cases, apparently useless individuals, has caused serious damage to BT and what the company stands for.
    I think I might just be one of the unlucky ones, but in a world of business, you pay for goods and services and you get it, BT seem to struggle to deliver and I have to warn that should this business culture continue, save for hardline customers, BT will come crashing down..if you want an idea of how true this is, read the business news of the battles between BT and SKY...
    Clean UP to stay on TOP. 

    I too would be very annoyed with this.
    Although your voice may be too small, personally I think you've the right thing by joining the forums.
    The clicking noise from the hub is the electromechanical relay, so you must have a version 'a' hub.
    Although you've probably been through this already have you:
    checked all phone sockets in use to make sure you've not forgotten to fit a microfilter.
    if a phone extension lead/socket is being used, you've ruled this out by plugging the hub directly in to the master socket test point via a microfilter.
    (using the test point would disconnect any devices using the phone line)
    tried using a corded phone and then dialed 17070, selecting option 2. Are there any crackle sounds?
    as above, but with the hub connected. Again any crackles?
    If you have done this, then it's likely that it's still out of your control...
    Finally, All posts will get read by BT at some point, but You could send an email to the forum mods - [email protected] - with your name, account number and a link to this thread for reference.
    By doing this, it will get the mods on the case sooner and hopefully get a working BB connection.
    -+-No longer a forum member-+-

  • Tired of Verizon's customer service & lack of support,misled & being lied too!!!

    Due – April 28th 2012
    Issue:  Overage fees   –     5,310- used
                                                    2,000- allowed usage
                                                    3,310- overage
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    Per the conversation my husband had with a customer service rep later that evening, they informed him that while he is & has been in Mexico, his calls outside of the US from Verizon to Verizon are not free!!!!!  WE WERE NEVER INFORMED OF THIS!!!   She told him that if we make calls to him that it would be free, but he said no it wouldn’t because you’re counting against their (my families) minutes because you show that “I went over” therefore causing my wife and daughter in all of these overage minutes.  We have been very used to free nights & weekends as well as the comfort of Verizon to Verizon calls with no fees and to just now find this out after having the plan changed to the Mexico international plan back in October 2011.  Besides, each and every month we have been told by different customer service reps a different thing each time.  1st I was told that by switching over, it would ONLY be an additional $25.00 a month added to our monthly bill and our coverage would be the same.  Then in December 2011 when we had additional fees, it was because apparently they changed the plan without informing us of the change that the plans unlimited texting did not apply to the Mexico plan????  They issued a credit.  Then in February when I called because of “data” charges (which we do not have a data plan on either of our phones & we have it blocked) they had to issue a credit and in order to avoid text fees was told to only contact each other via voice (calling).  This has been a problem because he drops calls constantly, sometimes it takes 3-4 times for the call to be dialed out before it will go thru to us (are we being charged for those calls (dials) made as minutes???) and the reception is horrible.  He has called the international customer service number for them to check the line or towers and it did help some.  Texting has made it easier for us to communicate with each other.  When I called on Monday, April 9th, I was informed that when he changed the plan for his line that it affected all of our lines (the entire plan).  I was NEVER TOLD THIS in fact I was told that it would apply only to his line!  We have been lied to, misled, misinformed and very unhappy with the service and support we are getting from Verizon.  We have been a very long time customer and in the entire history, we have NEVER experienced a bill this high or issue like this.  If you check the overall average of our monthly usage for each line you will see that this does not make sense and we always still within our monthly plan???  I will admit that in the entire history with Verizon sure we have gone over a few times and I have no problem paying for that difference by $100.00-$200.00 (but this has only happened only a couple times). There is seriously a problem with this bill.  Either the way the plan was set up for my husband’s line has affected the rest of our lines or it apparently has affected our entire plan of which again we were never informed of this.  I mean take a look at our overall monthly averages per line for usage on voice.  My husband’s line always does not have the majority of the minutes used due to his work and travel, however, for myself and my daughter’s line I have never, nor did my daughter use these many minutes.  We have unlimited texting on all of our phone lines and that is how we do the majority of our communication besides our family has Verizon service.  Shouldn’t this be free?!!!! This bill needs to be adjusted ASAP!!
    I called Wednesday, April 11, 2012 and spoke with Lisa to check the status of the investigation and she stated that she is showing no updates at this time.  She advised that if I don’t hear anything by next week to call back.
    Today is Monday, April 16, 2012 and I still have not had a call returned to us regarding this matter!  I am so sick of being lied to time and time again by different customer service reps or for that matter that has not been trained properly on Verizon’s company policy!!  Every single time I speak to someone, each rep tells me something totally different about our plan than the last rep we spoke to!!!  I am tired of not having my phone calls returned.  We have been absolute loyal customers to Verizon for 10 years plus and I am over this kind of unfair, unjust service from this company to the point that we want to switch and I am looking to report them as well as talk to an attorney!

    My experience with Verizon so far (it's been a month) has been awful...  If I can give any advice do not sign up for Verizon if you haven't already... I will be telling everyone I know.  Good LTE coverage does not excuse treating your customers like s***!
    The overall business practices of Verizon are shady and deceptive.  The poor customer service reps get caught in the middle (I'm not blaming them...)
    When I bought my phone, the sales person in the store added an extra $35 fee.  When I called back later to ask what extra fees they charge in the store they said none !?  Now they're looking into it...  Also we had our old phone numbers ported over, so they issued us temporary numbers... Which we ended up being charged for a full month of service on even though we had them for less than 24 hours!  In addition we were charged for a full month on our ported lines  (double charged)
    I think they do this sh** on purpose and hope you won't notice.  Shame on you Verizon.  I will leave as soon as my contract allows and never be your customer again for life!!!  I will also spread this far and wide.  May you fail miserably!

  • Poor business practices and customer services

    Best Buy, that's a LIE!  Shoppers beware!  I purchased a Sony theatre system from Best Buy, store #251 at 8290 W. Bell Rd, Glendale, Arizona, which was on sale for $249 ($10 less expensive than Walmart), 12-days prior to my wife's birthday.  I gave it to her on her birthday and attempted to return it within the 14-days of actually giving it to her, but past the 14 days from original purchase.  I brought the item back to the same store and Best Buy told me they won't accept the return and for me to just keep it, they will not accept a return.  It was in perfect working condition, but for some reason they said even if it wasn't working I had to give it to their 'Geek Squad' to repair it.  Even If it wasn't working I would've wanted a new replacement under 1-year warranty.  This was something very strange I never heard of before from any retailer.  It was working fine, so this wasn't an issue, but I was puzzled to hear them say something about their replacement policy.  Wow, watch out when you buy a product, you never know if it's new, used or repaired!   I also contacted customers service by telephone on several occassions and they regurgitated their written policy of no returns past 14-days.  I explained that I am a totally disabled veteran with limited income, plus my wife has been battling cancer that spread to her lungs and that she has been undergoing chemotherapy, plus she was hospitalized three days the week prior and two days the next week and several additional times since, due to the chemo treatments.   I explained to them I believe they should be flexible and compassionate, use good will and good faith to accept our return because of these circumstances beyond our control.  I asked them, what is someone to do when they purchase an item, that's on sale, in advance of someone's birthday, Christmas, anniversary, wedding, etc., and it's past the 14-day return policy and they try to return it. I received no answer.  After requesting to speak with a supervisor and explaining all this information and requesting they allow us to return the item, Best Buy stopped all communication with us!  We haven't heard a word from them and we are now left with the Sony system we cannot use.  They show total disregard for both my wife's and me and totally lack of customer service and appreciation in the entire matter.  They seem to be only concerned with the bottom line, greed and Money!  I'm totally disgusted with their policies and business practices.  They don't care about the customer, only the bottom line, lining their pockets with our hard earned money!  I may have saved $10 at Best Buys price of $249 versus Walmarts price of $259, but it cost us $270 for a product that is useless to us, just becuse they will not allow us to return the item. cheaper doesn't mean BEST BUY!   I never had a problems returning any items to Walmart!!!

    Hello Ken1,
    I was very disheartened to read of your wife's condition and I my best wishes go out to her. I also wish to thank you for your service and sacrifice for our country. I was further dismayed to read that your intended gift of the home theater system didn't meet your needs and that you weren't able to return it as expected. Certainly causing you aggravation was never our goal.
    As published on your original receipt, our website, and posted in your local Best Buy store, our Return & Exchange Promise allows for a return or exchange of a product within 15 days of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Outside of this time frame, we are unable to offer a return or exchange.
    I'm grateful that you took the time to write to us and for your feed back on our Return & Exchange Promise.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Verizon sales associates and or customer service personnel practice deceitful behavior in order to eliminate unlimited plans in any way they can..

    I called up customer service n order to shut off one of my lines as a disciplinary action towards one of my children. I'm sure its a fairly common event. As I was completing this task, the representative advised me that instead of paying the data plan at 30.00 dollars a month, I should shut off the data for the duration of this lines shut down. Well that was very nice indeed! here my company is trying to say me money. after all, I'm not using the line, why should I pay for data that I would not be using.. Okay! That's great!!! Thank you very much. You see, I had told them I was taking it down for 3 or 4 months so my child could raise their grades and prove their ability to graduate high school. At that point I would turn it back on. So great! The line is off and I'm not paying data! Only thing that is affected is the length of the contract. It would be extended the same amount of time as the phone line was of.. This is reasonable.
    FAST FORWARD! My daughter graduates with HONORS!!! Yes I'm proud of her. So first things first. She did as she was told. She get her phone back! Now I go and turn on the line and find afterward that my once unlimited plan for that phone will now be charged at 2 gigs per month and Verizon has thrown out my unlimited data package on this phone line! I ask why. They state that since I choose to voluntarily shut off the data package, I forfeited my grandfathered unlimited package on this line. I also was told that since the line was shut off for more than 60 days that they would not restore my plan based on the fact that I voluntarily shut it off and canceled my data package for this line.  Okay! That's great!!! Thank you very much.Sound familiar? The nice representative who was saving me money every month never told me I would loose my unlimited data package if I shut off my data after I suspended my line need less to say, ON THEIR ADVISE!!!  So as far as I'm concerned, the representative was just following the call from above to do what ever they had to in order to get rid of unlimited data lines. After all, Verizon sold millions of data ready phone knowing full well that their infer-structure couldn't handle the mass influx of data being pull in by happy unlimited data customers!! So one on the most powerful communication companies on the planet has turned to lies and deceit and misleading tactics to get back any little bit of operating space in their systems, no matter what it costs their  customers. After all why should Verizon have to pay for upgrades.How will they ever survive!! How you ask?!?!? Why it's simple. Put the cost back on their own customers. After all, If they want good service make them pay for it. If they don't pay enough ( myself 310.00 a month average for 3 lines!) then hell, charge them more!
    I was lied to and misled by a Verizon representative. They cancelled my unlimited data package with out explaining that if i did cancel it at that time i would not get it back! this all after I questioned the fact that I was concerned about losing the package. I was assured EVERYTHING WAS OK AND IT WOULD NOT BE A PROBLEM.
    I filed a complaint with customer service on 6/2/12 concerning this matter and was told that it would take up to 14 days for this to be reviewed and at that time I would be contacted by a manager involved it this type of problem. So today 6/12/12 , after waiting 11 days decided to call and see how this process was coming along. Come to find out, my dispute was denied on 6 /5/12 because I voluntarily shut off the data package and the line was off for more that 60 days. these two things were never told to me when I questioned their recommendations to save me money. Also when i filed the complaint on 6/2/12 i ask the rep if she was writing down my side of this story so they would know why i was not happy about all of this.. her answer, NO.What i had to say wasn't relevant to her peaceful afternoon now that i had called up and ruined any chance of a quiet spell I assume.
    With all these considerations I formally request that Verizon restore the unlimited package to this line. THAT WOULD ONLY BE A FAIR SOLUTION SINCE I WAS RAILROADED OUT OF IT BY A DECEITFUL EMPLOYEE!
    That said, I will be filing a complaint with the BBB and also posting this story wherever relevant around the world wide web.I'm an Honest person but don't cheat me out of what I have. when I'm right I know it. this is not right. please make it right. 
    I am saving a copy of this letter just in case there is an accident and this post is mistakenly deleted.  That way I can restore it so as to warn other customers  or even better, future customers to be aware that they to  may run into problems with their account if they take the friendly advise  of the representatives they are supposed  trust with their accounts!!

    $310 a month for 3 lines? Wow. How the heck?

  • Complaint about customer service and business practices

    I am creating this post to make public a complaint i have about unethical practices and poor customer service with Verizon.
    Here is the story:
    A few months back our landline stopped working. Called Verizon and followed all of the troubleshooting steps to try and fix the problem. No dice. I called again- they said they could send a tech out to fix the phone line- and was told specifically that if the problem was INSIDE the house and involved the tech coming INSIDE then there would be a $91 service charge. If the problem was OUTSIDE the house, no charge. So cautious that the problem might be inside, I replaced the phone jack and tried multiple phones etc to make sure it was not an inside issue. Called back and scheduled an appt. The tech came out- was extremely friendly and immediately located and fixed the problem- IN THE BOX OUTSIDE. Said there was a short in one of the lines at the box. It took him less than 5 min. I said- that was easy! He said- yup- and will save you money too (by not having to go inside). That was that. The next month we got our statement (we're on autopay)- and there it was- $91 charge. I called customer service- and after some passing around and review of the tech's notes by the rep- that stated he did NOT enter the house, they agreed to credit us back the $91 on our next bill. That was last month. Statement arrives today- NO CREDIT. I call back. After more passing around I am finally told that it was not credited because our "request" was denied. What? I said? The request was reviewed and denied based on the "notes" showing that i was "informed of the charges at the time of service"? Um, what? No i wasnt. I was informed MULTIPLE times PRIOR to the appt that i COULD incurr charges if the tech came in the house. He did not- his tech notes even state that. So now i get passed to a supervisor. He tells me that the tech notes state that i was told of the charges at the time of service. Funny- the month prior to that when i first called the notes did not state that at all- they simple said that he did not enter the house. Somehow after my "request" was filed the tech notes were modified. The supervisor was very curt and short and said the case was already reviewed and denied- no credit. He then goes on to say that the reason for the charge was because the tech did work on a line that LED into the house? What? Don't all the phone lines LEAD into the house? And regardless- it was explained several times to me that the ONLY charges would be if he came in the house. I have been a loyal Verizon customer for years- but i was shocked and quite frankly **bleep** off. NEVER was i told about any charges during the service. In fact i was told the exact opposite- that there would be NO charges since he never entered the house. This is a horribly deceptive practice- and i am NOT HAPPY. I told the "supervisor" so- who didnt seem to care at all- and told him that i would consider canceling my service because of this- at which he happily said "would you like me to transfer you to cancelations?" wow. Unfortunately I am still locked into my 2 year agreement- however i will unquestionably be looking to switch to brighthouse after its up and will be recommending likewise to my friends and family. You simply cannot tell a customer one thing and then charge them for another. Dont they record all the phone calls for "quality assurance"? Well if so, then they need to listen to the calls i made prior to the appt to ensure that i would NOT be charged if the tech did not enter the house. I triple confirmed this. Verizon has completely lost any credibility in my opinion. NOT HAPPY.

    so yesterday i posted the below complaint about my experience getting charged for service on my landline. After some "private chatting" with various verizon people i got the response that follows. unbelievable. i will without a doubt be canceling my verizon service as soon as my contract is up and will definately be recommending the same to friends and family.
    here is my original post from yesterday:
    I am creating this post to make public a complaint i have about unethical practices and poor customer service with Verizon.
    Here is the story:
    A few months back our landline stopped working. Called Verizon and followed all of the troubleshooting steps to try and fix the problem. No dice. I called again- they said they could send a tech out to fix the phone line- and was told specifically that if the problem was INSIDE the house and involved the tech coming INSIDE then there would be a $91 service charge. If the problem was OUTSIDE the house, no charge. So cautious that the problem might be inside, I replaced the phone jack and tried multiple phones etc to make sure it was not an inside issue. Called back and scheduled an appt. The tech came out- was extremely friendly and immediately located and fixed the problem- IN THE BOX OUTSIDE. Said there was a short in one of the lines at the box. It took him less than 5 min. I said- that was easy! He said- yup- and will save you money too (by not having to go inside). That was that. The next month we got our statement (we're on autopay)- and there it was- $91 charge. I called customer service- and after some passing around and review of the tech's notes by the rep- that stated he did NOT enter the house, they agreed to credit us back the $91 on our next bill. That was last month. Statement arrives today- NO CREDIT. I call back. After more passing around I am finally told that it was not credited because our "request" was denied. What? I said? The request was reviewed and denied based on the "notes" showing that i was "informed of the charges at the time of service"? Um, what? No i wasnt. I was informed MULTIPLE times PRIOR to the appt that i COULD incurr charges if the tech came in the house. He did not- his tech notes even state that. So now i get passed to a supervisor. He tells me that the tech notes state that i was told of the charges at the time of service. Funny- the month prior to that when i first called the notes did not state that at all- they simple said that he did not enter the house. Somehow after my "request" was filed the tech notes were modified. The supervisor was very curt and short and said the case was already reviewed and denied- no credit. He then goes on to say that the reason for the charge was because the tech did work on a line that LED into the house? What? Don't all the phone lines LEAD into the house? And regardless- it was explained several times to me that the ONLY charges would be if he came in the house. I have been a loyal Verizon customer for years- but i was shocked and quite frankly **bleep** off. NEVER was i told about any charges during the service. In fact i was told the exact opposite- that there would be NO charges since he never entered the house. This is a horribly deceptive practice- and i am NOT HAPPY. I told the "supervisor" so- who didnt seem to care at all- and told him that i would consider canceling my service because of this- at which he happily said "would you like me to transfer you to cancelations?" wow. Unfortunately I am still locked into my 2 year agreement- however i will unquestionably be looking to switch to brighthouse after its up and will be recommending likewise to my friends and family. You simply cannot tell a customer one thing and then charge them for another. Dont they record all the phone calls for "quality assurance"? Well if so, then they need to listen to the calls i made prior to the appt to ensure that i would NOT be charged if the tech did not enter the house. I triple confirmed this. Verizon has completely lost any credibility in my opinion. NOT HAPPY.
    This post was followed by an online chat with a verizon person last night- who, after reviewing my acct and the notes on the acct said the following:
    {edited for privacy}
    WHAT? First off I WAS NEVER INFORMED THAT THERE WAS A DIFFERENCE OF WHERE THE WIRE WAS OUTSIDE MY HOUSE. I was simply told if the work/wires were ANYWHERE ON THE OUTSIDE of the house, which they were, then no charge.  "Internal side of the NID leading into your home"- THIS WAS STILL ALL OUTSIDE! NO ONE EVER SAID IF THE WIRE WAS ON A PARTICULAR SIDE OF THE NID BOX I WOULD BE CHARGED! ONLY IF THE WORK WAS INSIDE OR OUTSIDE THE HOUSE! THIS IS CRAZY! AND ARE YOU SERIOUS ABOUT AN INSIDE WIRE MAINTENANCE PLAN? WHO THE HELL HAS THIS? OR HAS EVEN HEARD OF IT?
    I AM SIMPLY AMAZED THAT A HUGE COMPANY LIKE VERIZON FEELS THE NEED TO BULLY AROUND AND TAKE ADVANTAGE OF PEOPLE LIKE ME. SHAME ON YOU VERIZON. CLEARLY I HAVE LITTLE RECOURSE HERE, HOWEVER AS MENTIONED BEFORE I WILL BE CANCELING MY SERVICE AS SOON AS MY CONTRACT IS UP (TO AVOID ANY RIDICULOUS EARLY TERMINATION CHARGES0 AND WILL BE RECOMMENDING THE SAME TO OTHERS. I WILL OF COURSE BE FILING A COMPLAINT WITH THE BBB AND ANY OTHER CONSUMER ADVOCATE GROUPS THAT I CAN - NOT THAT I EXPECT ANYTHING TO COME OF IT- BUT TO SIMPLY LET THIS GO ON RECORD. SHAME ON YOU. YOU CANNOT TELL A CUSTOMER ONE THING AND THEN DO ANOTHER. LISTEN TO THE PHONE RECORDS FOR WHEN I CALLED TO MAKE THE APPT- ALL I WAS TOLD IS THAT THERE WOULD BE NO CHARGE FOR WORK DONE OUTSIDE THE HOUSE...ONLY CHARGE WOULD BE IF WORK WAS DONE INSIDE. WOW. SIMPLY AMAZING.

  • V poor customer service / BT rep blatantly lied to...

    So, order for residential line + broadband placed on 31st Dec 2013. Engineer appointment booked for 3rd Feb 2014 - bit long, but if they're busy, they're busy.
    3rd Feb arrives, OpenReach engineer calls me to ask where property is, attends bang on time. Hooks up the master socket, spends 45mins up the pole, then comes back to state he can't complete the job. No spare lines on the pole, so they'll need to arrange traffic lights & dig the road up. OpenReach engineer states he should be back by 7th Feb to do the work.
    4th Feb, I get a phone call from an OpenReach engineer, wanting to know which house is mine, as he's outside with some traffic lights and a pneumatic drill. I confirm, he does the work.
    At this point, I looked on the online Order Tracker, to get the generic "order is being processed" message.
    So I waited until the 10th, after the OpenReach engineer stated the work should be complete, and called BT on 150. On this occasion, there were a lot of apologies, followed by a statement of "we'll call you within 2 weeks to confirm when the engineer will be back at the property to complete the work" - this despite the fact that the Engineer doesn't need access to the property to complete external work, but still, the UK has been hit by storms, so whatever, it's acceptable that it might take time.
    No phone call received from BT.
    So on the 24th, I called BT back again to chase the order. Again, a lot of apologies given and this time, I was told that OpenReach needed to re-assign the port that the line was assigned to (at the exchange), and that OpenReach had "confirmed that this would be done by the 27th" as well as "I'll call you back personally on the 27th, let you know that the work has been done, and confirm your line will be active by the 28th - but it may be in the evening, as sometimes it takes a couple of hours to get updates from OpenReach." I confirmed I was fine to recieve calls in the evening, and left it at that.
    27th comes & goes, no phone call from BT. Now, I've worked in call centres, so I understand that sometimes you'd say things to customers like "I'll call you back myself" - then get so snowed under with work that you simply forget to call back.
    So I called them today, passed through security, talked to a woman with a Scottish accent who was polite enough. Then she redirected the call & I was back at step 1, new person, had to pass security again, explain why I was calling again etc.
    This person tells me that the "confirmed" order date, by OpenReach, is now 4th March. Not only this, but there's no record on the notes about anyone stating they'd call me back. That, to me, means the person that promised it never intended to do it, and is a blatant lie to a customer. At one point today, they even tried to tell me that I never called on the 24th. Though he quickly back peddled on that one when I told him the exact contents of the notes that were on the system from that day (the Scottish lady had thankfully read that comment aloud before transferring the call).
    I'm not holding out much hope for the 4th, but I have been sent a text message today confirming that appointment. Because as we all know, SMS messages are contractually binding. I've also recieved an email "We found an answer on our Help website that you’ll be interested in: 10 reasons to visit BT.com" - no, I'm not interested in that, because the web portal doesn't detail anything beyond original provisioning. That's why I've been calling, nor did I ask for the spam email.
    At this point, if it wasn't for the fact that I knew I'd be back at the end of the FIFO queue with OpenReach, I'd be cancelling BT services & voting with my feet.
    Pretty disgusted with the customer service from BT so far - customers should not be the driving force behind getting their orders fulfilled. Luckily, I volunteered for the "service quality questionaire" - which I found myself repeatedly pressing 2, then left a message at the prompt. Though I'm doubtful anything will be done about it.

    Update, having just spent a while on the phone.
    Called once, got through to a woman with an Indian accent. She took details, suggested the problem may be within the house, read the notes, stated there was a fault at the exchange, called OpenReach, then came back to the line & apparently couldn't hear me. I could hear her, repeatedly saying "Hello" - I pressed a few DTMF keys, she still couldn't hear me. So, after being on the phone for 15mins exactly, I hung up & re-dialled.
    Next person, a man with an Indian accent. He apologised for the previous advisor not being able to hear me, looked into the case, called OpenReach and then stated my new activation date is the 7th, and that work is "currently ongoing at the exchange." He's also passed details to the "Offline team" who apparently will call me back to confirm the line is active on the 7th. 
    Call me sceptical, but I'm not holding my breath for a call back. I've openly told the advisor that I've been promised call backs in the past & never received them.
    Today, I was promised that the line would be active, and given a guarantee that the call back would happen. The advisor tried to suggest that "by compensation" he could give me username & password details for BT Wifi, though he quickly realised the error of his ways when I said I was already using it. I didn't even bother mentioning that I have unlimited data on my mobile phone, including tethering, and that I can pull adequate speeds out of my phone via HSDPA+.
    I was also informed during the second call, after asking to be transferred to the complaints department, that a complaint has been raised (VOL012...904 - mods, I've self censored that as I'm aware of the rules of posting). As a result of the complaint, and the fact that it's "being escalated to the highest point within BT" that I would "definitely recieve compensation after my line is activated, for services not being provided" but such compensation could only occur after the line is active, and will be applied to the bill.
    I'm not convinced that it's the advisors position to state that I'd definitely get compensation for services not provided, but hey, he said it anyway.
    I also asked the advisor to confirm the details of my complaint back to me, so he duly re-opened the complaint & re-read his statement. Apparently, I'm complaining about the state of the line, and the fact it has taken so long to activate. This is not the case. As I explained 3 times, my complaint is the complete lack of customer service offered by BT.
    I wholly appreciate that delays happen, and that BT are to a large extent at the mercy of OpenReach. That does not excuse being lied to, being given bad information, having to take my time out of daily activities to chase BT for updates on the situation etc.
    The advisor finished up by saying that he'd arrange an engineer visit to my property for the 7th. I've been very explicit in that I do not consider an engineer is needed. The line is connected from the master to the pole, the pole is connected to the cabinet, and the cabinet is connected to the exchange.
    Somehow, I think some poor OpenReach engineer will be knocking on my door on the 7th March. At least that way I might actually get the issue resolved.
    So, given that BT state there is a fault at the exchange, which was discovered when OpenReach attempted to re-assign the port, I've just checked:
    - There was a fault listed at my exchange on SHEFFIELD 3 EDGE SWITCH ROUTER1 - this fault was cleared on 19/02.
    - The "Major service outage" listed for North Wales due to severe weather does not affect my area code (01248).
    - Bangor Exchange has an on-going fault (ref: T10581) - but I'm not on, or routed through the Bangor Exchange.
    Unless anyone else can confirm that the Llanrwst exchange has a problem, I'm going to put this down to another lie (either by OpenReach or BT).
    So that's 15mins on the phone, followed by 18mins. More empty promises/guarantees. But on the bright side, I'm fast becoming an expert at getting the automated phone systems to dump me at a human being.
    EDIT: Oh, and another automated call back from the customer service survey robot. Option 2 followed by Option 2, option 3 was in there at some point, and I've left a voicemail including the complaint reference.

  • HORRIFIC Customer Service and Dishonest Business Practices

    After well over a decade of service with Verizon Wireless and having 6 active lines with them, Verizon has not only lost my business, I will do everything within my power to convince everyone I know or ever come in contact with that Verizon is not a company that anyone should ever do business with in any way, shape, or form including my family, friends, employers and anyone I ever see with a Verizon phone or considering doing business with Verizon. 
    Time are hard and I was working to pay off a past due amount.  I was coming close to being fully paid off.  I was current on my payment plan and there was no reason to expect my service to be terminated for a missed payment or failure to pay.  Then, Verizon wrongfully terminated five of my contracts, one of which had an unlimited data plan.  On July 2nd, I received a text message indicated that my account was scheduled for disconnect on July 7th and that I should call them if this is not what I wanted.  So, I called that same day.  I spoke with Amber.  I told her of this text message I received and was advised that it was because I had a past due balance.  I told her that #1 - the text message had nothing to do with my balance because I had arrangements made with Retention, those arrangements were met and current, and #2 - that the text message did not say that my service would be interrupted, but that it was being terminated. 
    I requested to speak with the department that handles complete disconnects so that I could ensure that my services were not scheduled for termination.  She refused to transfer me and told me that she didn't see any notice for disconnection on my account.  I requested again to speak with that department and she refused again assuring me that my account was fine and would not be disconnected.  Reluctantly, I hung up and waited. 
    On the evening of July 7th, FIVE of my SIX lines were terminated.  The only one NOT terminated was my line - the one I used to call from on July 2nd.  When I called Verizon to rectify the problem, they demanded the full past due, which I had arrangements for and was current in paying.  I refused.  I was transferred from one department to another to another with rep after rep assuring me that my services would be back on before the end of the day. 
    VZW even ADMITTED that the representative AMBER deleted the line item that showed my account was going to be disconnected, which is why my line remained active, but that she failed to do it for the other five lines on my account and, therefore, it was HER FAULT. 
    I spent a total of EIGHT HOURS on hold and on the phone with Verizon Wireless. And, of course, hours upon hours upon hours waiting for reps to call me back who never did. 
    One of the most disgusting things I experienced was spending hours getting transferred back and forth between customer service, financial services, retention and back to customer service all of them telling me that none of them were responsible for reconnecting lines and didn't have any ability to reconnect services! 
    REALLY?!?!?!?! 
    Verizon Wireless wrongfully disconnected my lines and then held them hostage and tried to extort money from me.  Now, they won't release my numbers back to me to port into another service.  My hubby is a service member and a civil federal employee.  He has to have his phone with him 24/7 and to change his number with them is a pain in the royal butt!  He's had that number for years.  Now I've had to go pay nearly $200 out of pocket to get new service and Verizon won't give his number back to him.  On top of all of it, VZW had the nerve to charge me over $527 in early termination fees for contract terminations!!!! 
    I hope that Amber loses her job, along with ever other representative who failed to resolve this issue and failed to call me back and make things right.
    >>Edited to comply with the Verizon Wireless Terms of Service <<
    Message was edited by: Verizon Moderator

    Amazing!  After posting this and after filing an FCC Complaint, I got a phone call from Verizon this morning and all my lines have been reconnected and the early termination fees have been reversed.
    People, this is proof that if you've been wronged and you keep documentation of your efforts and don't just quit and give up and walk away and let people who have wronged you win.
    Whether or not I will continue with Verizon Wireless as my provider after the last of my contracts expires in 6 months has yet to be determined.  No credit was given for the $130 I had to put out for Straight Talk phones when they refused to turn my phones back on.
    It's a pity it took 5 days for them to actually do something forcing me to pay $130 cash for something I shouldn't have had to pay cash for.  Yes, I am grateful to have my phones back.  But, I've still been left harmed and that is a cryin' shame.

  • Terrible customer service and practices

    Four times i was told by four different customer service reps including a supervisor that i would be credited for several items on my bill, i recorded every single call fyi.  Each rep promised the same thing but never actually credited or fixed the account, today when i call i am met with, they know nothing about it and i would receive a follow up call once they review the recorded conversations. Immediately calling me a liar pretty much. I won't take the insulting and incompetence of such a hassle so i will try my call one more time and if its not corrected then ill just switch to tmobile and report the charges to the bbb.

    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
    Please keep all correspondence regarding your issue in the private support portal.

  • Customer Service is USELESS and they LIE

    I spend about $250/month with this "business" but maybe not much longer.  I have 4 X1 boxes and 2 Digital HD adapters.  One adapter had issues (no sound on select channels (I hooked TV up to the other adapter and it worked fine so box was problem) so I returned it to a local service center.  The positive was the new service center in Bolingbrook IL was well staffed and handled exchange very well and the young man seemed knowledgable.  Unfortunately the positives ended there.  When I got home I called to activate the new Digital HD box.  After 15 minutes I had something - just NOT WHAT I PAY FOR.  I received the basic channels but nothing else.  I called back an hour later and spent another 15 minutes on phone (they said give it 30 minutes to update).  Still had same basic channels, no HD channels and not all the 200+ I should have.  Called back 2 hours later and after 30 minutes the young lady said she could not resolve the issue because she was an X1 specialist so she said she would transfer me to an area that handled Digital Adapters - after 4-5 minutes I get someone that it was basically a cold call to - knew nothing about the hour I previously spent on the phone.  He said that since I was an "X1" customer her could not help but tried.  I asked to speak with a supervisor but was told "he was in a meeting with "Comcast people" and he could not interupt but would leave a message to call me back.  Guess what - 5 hours later NO CALLBACK.  So much for the Customer Care Guarantee or whatever they call it for PR purposes.  At least they found the time to replace 30 Rock with Comcast huh??  Oh, and their surveys - 2 times I said call me back - guess what - NO CALLBACK there either.  And as so many customers no X1 still has so many problems - what 1-2 years after being introduced??  ATT internet may be slower but getting to point I'm thinking it can't be worse.  And contacting their "VP of Customer Service" online - what a sham..  Just a room of clerks that do nothing but leave messages and the next one knows zip about the previous ones.  How they got as big as they are is unreal given their poor poor poor customer service.

    When my 4th call took place this morning they finally said they would send a tech out ON TUESDAY. Since the problem is not the box I guess he/she will end up talking to the same people. The problem is that the backend codes they are sending do not recognize the services I pay for. This happened before but it just seems like no one there understands that

  • EE is committed to providing excellent "Customer Service"

    I act on behalf of the account holder, my sister Ms Katharine ***** who is unable to deal with the account due to being registered with mental illness. She has difficulty processing too much information and at times back ground noise and general conversation can confuse her. Therefore things like dealing with bills and accounts, filing in forms and understanding what is happening around her, can be difficult. With this in mind I act on her behalf for all her accounts, mobile, broadband, Tv, Gas Electric etc.
    She has been an EE customer for 20 months now and only has a rolling one month Mobile Broadband account with EE. She is not a phone customer.
    I raised a complaint against a member of staff Ms ****** ***** because she contacted me to appologise for another member of staff who implied they didn't need to deal with me as I wasn't the account holder even though I am named on the account and have only ever been the person who deals with the account. After appologising for that member of staff Ms ***** then proceeded to fabricate details concerning the account and make things up on the telephone as the call proceeded. Bearing in mind she is calling me from the "customer relations" department and has all the time in the world to check the account, confirm accurate details and then call me in her own time, I saw no reason for her to "wing it" and make it up as she went along. I asked her twice if she had checked the account details before calling me and I was twice given the response "thats irrelivant". She clearly wantd to avoid answering that reasonable question. I could clearly tell she had not checked the account and this made the situation more complicated and worse. This was dissapointing considering she was supposed to be calling to resolve an issue and was a representative from the Customer Relations department. Several things she stated during the call did not ring true and it was clear she had called unprepared and was fabricating certain things or making them up as she went along. On this basis I called EE back after she hung up with the intent to raise a complaint against her as I felt Customer Relations should be resolving issues, not making them worse.
    Initially when calling EE on Wednesday the 1st July 2015 and speaking to customer services in Darlington, I was told I would be put through to Customer Relations and speak to Ms ****** *****s manager Ms ****** *********.
    After explaining that I wished to raise a complaint, I was put on hold while awaiting transfer to the Customer Relations department. On that day alone I was on the phone for 2hours and 34minutes mostly on hold and being transfered between the departments of Darlington, South Wales, New Delhi and North Tyne. I never got through to customer relations. Eventually I was told by a Manager in North Tyne that they would get through to Customer Relations for me and then call me back that day, to save me being on hold any longer. The call back from EE never happened that day. Something I expected as I had been told this four times in the past over the last 20 months and those call backs never happend either. I chased the matter up the following day on Thursday the 2nd of July and that day I spent 2 hours and 17 minutes on the phone. Again mostly on hold or being transfered between departments. Again I was promised a callback later that day and again that never happened that day. An email was sent to the Customer relations department requesting that they contact me directly. I did get through to the "Complaints Escalation" department but they refused to transfer me to the Customer Resolutions department even though thats where three previous staff members said they were transfering me and even confirmed the name of the Manager of that department so there is no confsuion. Needless to say I refused the offer off the call back that hadn't happened on the two previous days or on the four other occassions in the past 20 months. And to be clear I was told that someone would call me back "today".
    On Friday the 3rd of July I called again as I had received no reply and spent just over 1hour and 10minutes on the phone. This time I spoke to a lovely Lady called R*** M*** in South Wales and she was extremely polite and genuine which was refreshing and completely unEE like. Although she was unable to help due to the way in which EE set up its complaints system, she was very considerate and understanding of my frustration after 6 hours on the phone over 3 days and still getting nowhere.
    On Wednesday the 8th July I received a call back from the original department I was supposed to be put through to (Customer Relations) and spoke to the Manager ******* ******** who was quick to point out that she had "just received the email" sent on Thursday the 2nd of July and was pressing in getting accross her point that she had replied quickly to the email knowing the call was recorded.
    The call lasted 30 minutes and I felt from the moment she called, her aim was about resolving the issue with the intent of "closing the complaint" by offering money or requesting "what I would like" as a resolution. I clearly stated the experiences I had over the past three days to raise a complaint and the just over 6 hours on the phone to EE. Again the focus seemed to be to get to the end of the call and close the complaint via an obvious cash offer. On numerous occasions she seemed to want to lead the conversation in that direction yet showed little interest in the actual complaint. It wasn't until I asked her to accomplish what she had initially called me about, namely to listen to my complaint, that she stopped talking and actually listened. Prior to her call three managers, 2 in North Tyne and 1 in Greenoch near Glasgow all stated that the original call I received "would be listened to" and checked for the things I stated in the complaint. Unsurprisingly, when I asked at the end of Ms *******s call, what she made of the conversation when she listned to it, she told me she hadn't listened to it and was unable to, contradicting the three other managers.
    When raising the complaint with ****** in North Tyne, he informed me he was taking the matter seriously and was going to raise an internal complaint as per protocal and the Ombudsmans guidelines. I spent just under 15 minutes talking with him. At the end of that call, after he asked "is there anything else I can help you with today", I asked him what the complaint was about. He couldn't tell me and started to list things he was trying to remember from the conversation but none were the actual thing I brought to his attention in the first place. Therefore, how do you take the matter seriously and raise an internal complaint if you can't remember what it is? I seriously doubt that these "internally raised complaints" actually happen and it is convenient just to say they do so that the customer can then be told "but we can't discuss the results with you due to privacy and work environment practices".
    I spoke to New Delhi twice while being passed from pilar to post and the line was very bad when being transfered from North Tyne and New Delhi offered to call me back. I explained to the first chap that he couldn't call a mobile broadband device as it is not a phone but the guy persisted and needless to say I received no call back. Ten minutes later, exactly the same situation and this time the chap asked for my mobile number. I gave it to him and he replied "thats not an EE number, sorry I can't help you". He then asked me why I was calling if that wasn't an EE number. I explained the account concerned a mobile broadband device and he said again, "Sorry I can't help you" and terminated the call.
    Also while trying to raise the complaint I was told twice that I wasn't the customer. Obviously some people may need the assistance of a carer, social worker, community nurse or family member to help them. This is lost on EE. When they don't know how to handle a complaint, or their hands are tied by interanl system structure or they get caught lying, they resort to the tactic of asking to speak to the account holder or telling me I am not the account holder.
    I have also been told on three occasions that I was being transfered to a department that I could not be transfered to. Two managers later told me I should not have been told this and that it is impossible to transfer me to that department. There were numerous other things that happened during the 6 hours on the phone to EE. If I put them in this statement, you wouldn't believe me and think I was making it up. Then again, this EE and I have read some of the other statements on here.... and they don't suprise me either.
    I was offered £10 on the account for my time on the phone by a manager. By that point I really didn't care at all or bother to wuestion if it had actually been put on the account. I declined any credit or cash offer from Ms ******* ***** in her call back as I felt the service was so appauling and the structure of making a complaint to lengthy and unreasonable. I didn't wish to be just another complaint "satisfactorily deal with" by being "paid off". I have also experienced such customer service in the past and was offered a £10 goodwill gesture. It is clear to me that EE resolve complaints and internal issues by paying off customers (they call it resolving issues), rather than properly handling complaints and taking them seriously. EEs complaints system is "designed" to be difficult to raise a complaint or raise it to another level. Something the Ombudsman brought to their attention in the recent fine they gave to EE. Clearly EE wouldn't have so many complaints if it provided a customer service that was fair and easy to use and had little to complain about in the first place. Even during the call back I was told that Vodaphone was most complained about company, yet the statistics from the Ombudsman for 2015 clearly show that EE has received the most complains concerning Broadband. The thing I was calling about. Even during a callback to resolve an issue, EE still were trying say someone else was worse and deflect attention.
    I was very, very happy to see the £1 million pound fine they received from the Ombudsman on Friday. Before I am insulted by any more EE staff memebers, who tell me I have the right to leave at any time, as happened twice while raising the complaint, I'd like to point out that I am happy with the product and the price I pay for it. The Product isn't the problem. It's the Customer Service.
    Just because I am happy with the product, it doesn't mean I forfeit my right to complain about reasonable issues. In short I feel, TalkTalk are just inept and a bit clueless whereas Everything Everywhere and deceitful and intentionally pervasive when handling complaints. I also feel that the actual amount of complaints may be far higher than the statistics show and that customers give up complaining when being left on hold for so long or realising the complaints procedure is worthless and too difficult to use. This then keeps the amount of complaints lower than they actually are.
    The service I received trying to raise a reasonable complaint was atrocious and in My personal view, clearly reflects why so many EE customers complain about the company and the Ombudsman fined it so heavily. Clearly they have not learnt their lesson, despite their statement on Friday that that fine was for past issues. I would happily see EEs licence to opperate removed or atleast brought in to question based on this and other customers experiences. If you have a complaint, don't let EE tell you, "its only you" or "its just your opinion". It isn't.... And the Ombudsman says so.
    This was easily the worse Customer Service experience I have ever had in my life.
    8th July 2015

    Hi ,
    I am very sorry for all the problems you have stated in the post.
    Can you advise me what the query was? I will try help as best I can.
    Thanks.

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