Really poor customer service from BT, 6 weeks and ...

Hi,
It's been just over 6 weeks since we moved and I'm still having problems on my account. And as there is a lack of an option to press on the telephone for complaints and the operator from billing simply refusing to reply to me half way-through the call I thought I would come here and try to get some answers before I approach Ofcom.
After doing a work-around on my account I ended up with 2 accounts so I could transfer my service moving home, what a complete shambles! It has just taken 6 weeks to get my old number transfered to my new property due to the ineptitude of the people I have spoken to on the phone lines. I've spent most days on the phone to BT to get my issues resolved and it's still not happened.
Last week (after finally getting my old number back) I phoned because I had looked up the bill on my old account on 'My BT' after I had had a phone call and had £70 hastled out of me only to discover that in-fact I had been charged for the period after I had moved out of my old property and was then assured on the phone that they would go through the account and refund everything that I had been charged after 12th May and that this would generate my final bill and also it would refund the charges for the bill following this one and the money I was owed (about £60) would be credited to my new account virtually wiping out my new bill and this would be done within 5 days.
This afternoon I received an automated call asking me to pay my new bill and threatening to restrict my service and apply late payment charges so I phoned again to resolve the matter, I was informed that the final bill had not been generated and that this would not complete until mid next month and when I said I was not going to part with another £80 because I was told 6 weeks ago that the final bill would be generated and then had money falsely collected from me and then told last week that it would be done within 5 days and again had not been done and that this was unacceptable I simply got no reply from the operator who was still on the line.
I am now completely fed up with BT and being told that things are going to be done and then indeed not.
Solved!
Go to Solution.

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

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    Hi Mousepatch,
    Once contacting the BT care Team (Mods) they will reply either by phone or email usually within 3 to 6 working days, however you will be given a tracking number immediately after sending the request. Please keep this safe.
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    <Post edited to remove the phone number per the Verizon Wireless Terms of Service.>
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    Annual Account Value: Approximately $6,000.00 annually
    Dear Mr. McAdam:
    I am a Verizon FIOS customer with a bundle (landline, wireless, cable, Internet) who has been with your organization for almost 10 years who is writing to let you know of my extreme dissatisfaction with your Verizon customer service (or lack of it), which seems to have deteriorated beyond repair. I will try to keep this brief and to the point, but I have had unresolved phone issues for almost a year now that no one in your organization can fix.
    1)    The first landline number I received from you all was the end recipient on a “robo-call” list where I would receive hundreds of phone calls a day, even though I immediately signed up for the “Do Not Call” list upon receipt of the number. It was obviously a bad number that needed to be removed from your system. After a very long time (months or even a year), I switched numbers after much time unsuccessfully spent researching and trying to fix this problem.
    2)    On the second landline number that we implemented, which we had for almost a year, someone had hijacked our home phone line (perhaps a hacker, no one knows) and was using it to dial callers in our local Tampa area market. Needless to say, we received many threatening and obscene phone calls in return (when they hit re-dial), which we have documented. We have spent countless hours each week with various customer service representatives (and various other individuals when the call was escalated) providing them with the Caller ID information and the Caller ID name trying to resolve the issue.  Over time, I probably spoke with 10 or so different individuals on this issue, none of whom seemed to know how to fix the problem.
    There was one representative who said a network engineer would put a “digital bug” in our FIOS box to find out who was performing this fraudulent activity so that we could correct the issue. When nothing happened, no communications, nothing, I called back and yet another customer service rep assured he was escalating this issue to the “War Room” and they would fix the issue so I did not have to change my number again. He promised the issue would be resolved in no more than 5 days, or at the very least, some form of communication would occur. This was weeks ago and I never heard from him or anyone else in your organization with any form of follow-up.
    3)    After months and months of trying to resolve this issue, finally, in defeat, I requested a phone number change after learning it is virtually impossible and cost-prohibitive to “unbundle” the services (which I am pretty sure is illegal). Both this number and my old number have a “disconnected” message on them when dialed now.
    4)    Now I am with Verizon’s “Order Escalation” team to execute a simple phone number change. I requested the phone number to be changed on Friday of last week and it is Tuesday and the number still DOES NOT work. I am currently with your “Order Escalation Team” to fix what should have been a 24-hour-turnaround.
    5)    After all this, one might expect a fair discount to their account, but I have never been given one or offered one, even when I ask.
    We spend more than $6,000.00 with you annually. This may not amount to a lot to you in the scheme of things, but I would hope you will care enough to rectify these issues so that we do not have to change carriers, or worse, look into possible legal options. I am sure you probably do not care and you say to yourself, “So what? This is only one customer,” but if you go online, you will see what legions of customers are saying. You might be the “big dog” now, but when you falter, and all companies with this low degree of customer service do, just remember that giants fall hardest of all.

    Fellow subscriber,
    As I understand your post... you have issues with 2 different phone numbers.
    1. Line 1, You got lots of calls that weren't for you.
    2. Line 2, A robo-dialer is faking your number on caller-id when it dials out.
    While I understand your frustration with this situation, I also understand why you weren't getting the help you wanted from Verizon. Having been in the phone industry since I was young and skinny (Mid 80's); I can confidently inform you that other than offering a new number, neither Verizon nor any other phone company can fix these issues, both caused entirely by a 3rd party.
    You cited poor customer service... what did you expect from your phone company to do about the 3rd parties abusing your phone number? 

  • Horrible Customer Service from Verizon and Anytime Assurian Insurance is a SCAM

    I am posting this so everyone is aware how horrible the customer service has become at Verizon and the insurance replacement coverage offered.  Please read and BEWARE before purchasing this extended coverage as Verizon will NOT work with you!!
    We have two phone lines and a tablet with service through Verizon and pad the anytime additional insurance through Verizon which is supposed to cover standard insurance PLUS extend the manufacturer warranty.  If the defect is due to manufacturer defect, then the replacement is supposed to be covered without a deductible.
    So now, the recap of the horrible experience we have been through .....
    My husband has an Iphone 4s that had the power button on the top of the phone fail.  The button does not press on/off correctly.  He contacted Verizon and they put him through to the diagnostic time to approve or deny the replacement under the extended warranty.  He contacted the tech and described the problem.  The tech advised him to check all of the water indicators on the phone.  The top one for the headset jack is slightly pink and the other indicators are completely white.  The tech advised him they could send him a replacement phone and then he would send in his old phone for evaluation and he would know in about 6 weeks if he would be charged a deductible.  He then spoke with Kiera (sp??) who advised him to have the phone checked by Apple Genius Bar.
    He took the phone to Apple.  They advised the phone is in great condition and that if he had purchased the extended Apple Care instead of Verizon's Assurian Insurance they would cover it with no deductible.  The stated the reason the phone was not functioning was clearly related to a manufacturer defect and wrote on their assessment paper they gave him that the phone is in great condition.  They stated by indicated that water damage is indicated by all three indicators being tripped -- NOT just the top one.  The rep then walked outside with my husband and said it's raining so Verizon would now void the warranty part and make him pay a deductible since Verizon is being nit picky.
    We then went to the local Verizon store.  The rep and the store manager looked at the phone and stated the top is tripped so the insurance department will call it water damage and not honor the manufacturer defect.  I stated that it seemed like they were finding a loophole out of the insurance coverage for the extended warranty part and making the customer pay a deductible.  The  manager then stated "other carriers would screw you the same way."  REALLY -- THAT'S THE CUSTOMER SERVICE WE PAY INSURANCE FOR???!!!!!????
    So, we called and spoke with a really nice customer service rep (Suzette) who stated unfortunately it was not her department but that she would send a message to have Kiera call us back.  That was a week ago and NO CALL BACK FROM KIERA.  Again, this is the customer service we pay for???
    So, we called today and spoke with another rep and a manager.  The manager again stated we could send in the phone and it's 50/50 if they will charge the deductible.  She stated Apple should honor even though he is outside Apple Care if it is their defect.  I asked isn't that what we pay them for??  She stated they will look at the indicator and call it water because she Googled it --- apparantly Google knows more than the Apple Genius Bar on their own product!  I even offered to fax the paperwork from Apple.  My husband offered to send them the phone and have them evaluate it before they send out the replacement so he's not taking a risk on paying the deductible.  I asked the manager to email me her contact info.  She indicated she would ... 2 hours later, no email. 
    So, my husband that is up for an early upgrade but wants to wait until he's eligible for the Edge program (in which he would pay unsubsidized prices for phones to upgrade early -- and give them more money for phones) is stuck with having to decide to continue to use his prior phone that works or risk having to pay $200 for a deductible because they have stated they will look at the indicator and even if it's unrelated, call it water damage.
    We are seriously looking at cancelling our coverage and just going to another carrier.  Because in the end, phones and service are similar, so you really pay for the customer service you get.  Or in this case, the lack of follow up, loopholes in their program, and lack of customer service.  I am thoroughly disgusted that I have paid Verizon for their service for 10+ years and have always paid for insurance without ever having to use it before --- and this is what we get.

    It's not really a loop hole.. if the indicator is pink what do you want verizon to do? Google it, a lot of people on all carriers have been charged for returning a phone with just one indicator showing water damage with iphones.. This is what insurance is for, you pay a deducible instead of full retail. I think you are hung up on thinking the apple rep didn't lie to you, it's easy to say whatever you want when you know you won't be held accountable for it. I mean verizon is a service provider, maybe you should buy your phones from manufacturers if you think you get a better deal
    Have you tried to reset the phone via itunes? Not likely a software issue, but i've seen stranger things with iphones.

  • 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.

  • Poor Customer Service so far, hope it gets better

    About two weeks ago, I went to a Verizon store to change my service provider from Sprint to Verizon because I have heard that Verizon customer service is so amazing. After speaking with the customer service rep, I had set up a plan and elected to get the iPhone6 for my wife and I, two phones total. The customer service rep said she would have to order one and it would be about a week before we would get our new phones, which I was ok with. When she put in our address, she put in the wrong address for one of the phones but not the other. When I pointed out that it was not our correct address, the rep told me all I would have to do is contact Fed Ex once it ships and have them change the destination. Ok, not a problem. A week went by and the phones shipped, so we contacted Fed Ex per the customer rep's advice and Fed Ex told me that I would not be able to change the destination, only a Verizon employee could do that. So I contacted our customer service rep again on Monday and she said she would have it fixed... this was Monday. We received one of the phones yesterday and the tracking number shows that the other phone was shipped to Florida while I live in Virginia. Now we have one of the phones here at my house and the other phone is on the other side of the country. Since Monday, I have been chasing down this customer service rep and her supervisor trying to get this situation fixed and I keep getting brushed off and I feel like my issue is not important to them, though this was their mistake. When I ask for updates, the rep only responds to me in text and when I tried to call her yesterday, she stated that she won't know anything until today and that she would notify me first thing. It is 11:30 and I guess first thing for her isn't the same as what "first thing" means to me. Is this what Verizon customer service is like? Making errors, then tasking the customer to fix your error? I understand that one employee does not represent all of Verizon, but even the manager played our situation off as if no big deal. So before I decide to say forget all of it and just take my business elsewhere, I wanted to give you guys a chance to fix this. Please help and redeem your customer service. 

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  • Going back to Comcast--Verizon poor customer service

    Well, I'm going to have to terminate Verizon FIOS. I switched from Comcast, thinking the internet speed would be higher and overall service would be better, but so far my experience with Verizon has been terrible. Although (according to my contract) the fiber optic line would be run underground to my house prior to installation, it was not. In fact, on the day the service was installed, there was no cable so there was a delay of several hours waiting for a cable drop to the house so installation could proceed. A cable drop means the cable was run to the house above ground. Since the installation on April 1 (yeah, I know) Verizon has "promised" the cable would be buried on 5 different dates. Each day came and went, with no cable burial. Furthermore, there was no call from anyone to let me know the cable would not be buried on the day as promised. This has been a problem, because they require our dogs to be kept out of the back yard so they can do the cut over with the buried cable. This means we either had to stay home so we could confine the dogs when the installer showed up, or keep the dogs locked in the garage for several hours if we had to leave. Don't bother calling their tech support line to resolve the problem--their standard response is to say they will contact the department that schedules the in ground installation and I would get a call back withing 24 to 48 hours. I've been told this 3 times on 3 different occasions, and never had a call back. Yesterday I was told that the contractor would be out today to bury the cable, and they even had a work order number to confirm the appointment. Nobody showed up today, and no call back.
    Now, Comcast may not be superior to Verizon FIOS, but in the 2 years I was with them they never lied to me. Verizon has lied to me (unintentionally, perhaps) at least 5 times so far, and no one has ever had the courtesy to contact me when an appointment was broken to let me know it would not be kept.
    I plan on terminating the agreement with Verizon and going back to Comcast. According to my contract, Verizon was required to install the FIOS cable to my house--prior to installation--in the same manner as the copper wire; aerial or buried. Well, the copper phone line and Comcast cable are underground, but the FIOS cable is still lying on top of the ground. Breach of contract.
    PS--although the service I signed up for promises internet speed up to 10 Mbps, the fastest I've seen so far has been closer to 5. Comcast was faster.

    A poster wrote: "IMO all these Unions & Contractors should be gone. "
    The unions have nothing to do with this...let's keep the blame where it belongs. 1) unethical, unreliable, and unresponsive contractors, 2) lack of oversight from Verizon, and 3) unresponsive, no follow up/less than stellar Verizon customer service.
    Verizon...or better...Ma Bell....was at one time THE BEST SERVICE PROVIDER BAR NONE. That sadly has gone the way of the do do bird...They've dumbed down their techs, compartmentalized their "mindbank". There are very few techs who know more than "one thing" anymore. When companies slash budgets to remain competitive...invariably customer service and repair suffer...
    I too have some issues with Verizon's customer service. I was a land line customer for well over 20 yrs until I had a repair issue and was told on 5 different occasions that a repair tech would be out to do the repair...they never came...they never called. My screen name is dtmfman...for anyone who doesn't know it means dual tone multi frequency...in lay terms...dial tone....Yes I've been a voice person for well over 30 years....so after 5 missed repair visits and no calls....I disco'd my land line service and now use only my cell. I'm sure at the time they (Verizon) probably thought they wouldn't miss my $40+/month income....but more and more people are fed up with poor customer service and have followed my exodus.
    Back on topic...Yes sadly the buried cable issue seems to remain a big problem for Verizon. It happened to me. But..I have to say...once it did get resolved....I haven't had many problems...I too was a comcast customer...but I would NEVER go back unless Fios was discontinued...or they finally have competition in the "fiber to the house" arena.
    Right now...my issues are questionable data transfer speed....and of course less than stellar customer service...
    Good luck....
    Message Edited by dtmfman on 05-06-2009 05:00 AM
    Message Edited by dtmfman on 05-06-2009 05:01 AM
    Message Edited by dtmfman on 05-06-2009 05:02 AM

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