Shocking Customer Service...
I have had my Xperia Z1 Compact for less than a year, and in this time it has been in to SBE Ltd for repair three times. The first time was to repair damage caused after the phone had been used in water with all the ports firmly shut. After this first repair the vibrator motor was loud and rattly, as if loose, and the back panel was also slightly loose and creaked when pressed. I sent the phone in again to have these issues repaired. A month ago I again used the phone underwater with the ports firmly shut, and again the phone was damaged and had to be repaired. I sent the phone back to SBE Ltd for repair. A week later the phone came back with what appears to be a damaged LCD screen. The screen has several small bright patches towards the bottom left, and at certain angles a straight crack of backlight is visible running right accross the screen. Additionally, there is a piece of dust inside the camera lens which can be seen as a large dark patch on photos. I contacted Sony to ask for a replacement phone, as this one has clearly never been waterproof, and I am thoroughly unhappy with the 'repair' service I have received from SBE Ltd. I had to call twice and email in some photos of the damage. Four days later I was contacted, and told that my case had been transferred to the offline escalations team, and that I would be contacted in 3 to 5 working days. Two weeks later, and still no reply I emailed telling them it had been two weeks and I hadn't heard anything. Today I was finally contacted, nearly three weeks after my initial contact with Sony. The reply from Sony simply asked me to send my phone back in to SBE Ltd for repair. Two phone calls, several emails and three weeks, and this is all they can come up with. Now I am faced with the prospect of sending my phone in to this useless third party repair company yet another time for them to execute another substandard repair. Who knows what issues it will have when 'repaired'. Having come from Apple, with their excellent customer service, I am left totally disappointed by Sony.
Sent off my phone for the third time for a repair on the 30/06/2015, on the way back the courier misdelivered the parcel and I am still waiting for another phone. It is a nightmare still happening and don't know how to get through. I keep contacting because if didn't I wouldn't have any updates from them, but everytime I call, there is always some news, something that I wasn't told earlier and that puts back the delivery of the new phone (actually refurbished). When they are good news it is because no news, at all. Since I reported the misdelivery have already passed 17 days and up to now I don't know when I will have my phone, for which obviously I am paying each month.Everytime I call an agent promise that the problem will be sorted out soon (...soon when?) but nothing happens, no timeframe no clear information, they make up things or avoid to give any information and if I ask them to send me an email with what they have just said but they refuse to do it. I ask for terms and conditions and they say that there are not.The escalation team doesn't care at all and keeps hiding behind the agents. At some point, eventually, someone from the the escalation team called me back and after our conversation he followed up with me and in his email he insinuated that "I am denying" to have received the parcel, although it is clear from the tracking that the name of the person who signed for is not my name. Even a child would understand that straight away.I'm trying to keep calm but it is almost impossible. I have enough, I'm exhausted. I feel messed around, fooled. It is shameful! I've got the feeling that I'll need to seek for legal assistance. I will never ever have a Sony phone again and I'll be very carefull from now on with any other of its products.
Similar Messages
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COMPLAINT ABOUT YOUR SHOCKING CUSTOMER SERVICE !
I thought I was making the right move when I decided to switch to Sky for my broadband and phone. Evidently not. I was given misinformation when I placed the order (aka "lied to") and I've just spent £15+ and several hours of my life that I shall never get back, trying to speak to someone, as the complaints "online chat" is always busy. Is Sky's service so pitifully bad that the volume of complaints is overwhelming them? 'twould appear so. When I did get through, after innumerable options, security checks, reconfirming all the details I'd given them 30 seconds previously and calls mysteriously terminating, I insisted they ring me back - just as well, as I was on the phone for over an hour. And, of course, no email option. Never mind, a letter is winging its way to Scotland as we speak (cc to Ombudsman), and I have spread the gospel via social media (which, it appears, has just lost Sky three potential new customers - no wonder they have to offer financial incentives for people to join them). Come on Sky, sort it!
I'm afraid Sky will not respond to your post, as this is a customer to customer only forum.
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IPhone 4S speakers not working on calls and Apples shocking customer service
Today, just three weeks after buying my brand new iPhone 4S the speakers completely gave up for making and sending calls and on speakerphone the interference is painful. After an hour in the Orange shop I had to go home and restore the phone on Apple's instructions. Predictably this didn't work - why would it?! So I call Apple again and I'm told they'll give me a replacement and I have three options -
1) I post them my phone and I get one back from them SEVEN days later. Told them I can't go that long without a phone so we move to option 2...
2) Go to an Apple store. I live in Edinburgh - nearest store is 70 miles away in Glasgow!
3) They send me a new phone by UPS and pick up the old one but, and this is the good bit, they want ME to pay £29 for the privilege!!!!
A three week old phone and rather than bending over backwards to apologise and make it right they think it's OK to ask me for money! So thanks to the teacher's strike tomorrow myself and my son are on a day trip to Glasgow just to get my iPhone replaced.
This service is as bizarre as it is appalling. If it had been any other phone such as the Samsung Galaxy SII I so clearly should have got then I'd just have been given a new phone in the shop I got it in. But no, not with an Apple. This is my first experience of Apple, my first iPhone. I have a two year contract but I have VERY long memory.....I'd go for door number 2.
FYI, there's no one from Apple here to listen to your complaints... http://www.apple.com/feedback/iphone.html -
Home Broadband Still Provisioning - Poor Customer Service - Promises of Updates / Callback not kept
Hello I am not sure if this is the right platform. I would like to make a complaint about the poor shocking customer service I have been receiving from Telstra. I signed up with Telstra on a Home XL bundle. Phone + Cable Broadband. The install date was 27 June between 10 and 2 pm. I call Telstra around 2 pm and get advised that the connection is done at the back end and it is working. I connected the modem tried everything and it did not work. So started the calling saga. Rep after Rep. Stories, Mixed messages. I gave up. 29 June: Finallly a guy understands and sends me a new modem. He also created a new profile and send a tech to fix the line.I was told the new profile is for Cable service only (quicker way to get a tech to come and fix my connection) and once connected I will get a call back or I will have to call back to be put back on bundle. 30 June: The tech came out. Fixed the line and the internet started working. Worked for about 2 hours and died. 5 pm onwards till 10:30 pm: I called back again was told number of stories including one told me to change the modem (received reoplacement modem). Did that and it registered straightaway and told me 1 hour and it should be active. I waited and called back and everyone kept saying 24 hours wait.A rep b ooked a technician again for me as he said some line issues.A female rep said it will only take an hour and she will call me back and she insisted do not call Telstra at all and she will call me around 8 pm. I waited and called back and after being put through to few reps a sales Rep finally told me that he will be monitoring my connection i should be up and running by morning and he will call me next morning. I kept ringing Telstra only to ask shall I stay home for Tech or leave for work as the connection issue us Provisioning not physical. 01 July: I came to work and tech rocked at my place angry and rude to me over the phone. I tried explaining to him that there was no need for him and reps wont cancel your booking last night. Mid day: Called number of reps got hold of a supervisor and he told me that your 24 hours will be up 6.30pm and he will call me back around 7 pm to give me update on my connection issue as it has to be escalated to Level 2 and might take another 24 hours. But he said " you can sue me if you dont receive a call back". 8pm: Called back and again after speaking to 3 different reps, no one can find the name of the supervisor and what he promised as he never bothered to update notes. 9:10pm: I am still talking to reps to get an answer. On hold. These guys seem to be helpful. But still waiting for an answer. 9:30pm: Neil from activations from Telstra order number: 1-506687610154 said as it was escalated mid day today and they will manage connection and it will be completed by 12 noon on 02 July 2015 and I will get a call back by 2pm. As a customer I want a honest answer and a call back if promised. I never asked the reps to call me back but why offer when you cannot honor your word ? Now even if I get connected, then I will have to go through the drama of gettting back on bundle. It has been worst nightmare dealing with Telstra on this one. I should be been told when I signed up or started the connection that our process might take 5 days or so so please be patient and do not expect any service or customer service or any call backs from us. Attitude from the Reps is appauling. They do not want to listen to you. I thought they are meant to. They just want to convey what they are programmed to telll you, no solution focussed approach. I am not very upset with this Supervisor (Lester or someone in activations - not sure of the name) from 12 pm on 01 July for a call back promise and couple of reps from 30 June around 7pm same deal, call back promises. I know this complaint will not be looked at or dealt with and by the way I am not after a discount or credit. Happy to pay extra if it makes the service any quicker. I have used up all my mobile data as I have had to stay home and work waiting for Telstra techs. Can anyone please help at all ?
HI Lindy, Thanks for the response. Further to my frustration. The Internet came on for about 1 hour on Friday 03 July in the morning and then about 2 hours at night around 9 pm. Then same thing on Saturday 04 July. And Sunday 05 July. I called up on Saturday and another technician visited this morning on 06 July. I got a email of $838 bill on Sunday. I called and I was told I called for a technician to do a professional install twice so thats why I have been charged. More over as mentioned in my original post, Rep told me that i have standalone cable service which I said I signed up for a bundle. The rep put a hold on my account and cannot do much as I have been assigned a case manager. The technician has now advised me that why Telstra is sending a technician out as the issue requires an engineer. He will log a call with Telstra again. I am now stuck in the middle. It has been the most frustrating time ever. Another day wasted. 3 days of time off from work. And another thing. Why is my wife receiving phone calls from Telstra about our home broad band. I signed up for the service. I have my number on the service. I have been ringing up all the time and all the call backs go to my wife. The only mistake she did last week was gave the technician my wife's number to gain access to property and the technician used my wife's number to reset the password. That is it. and that was on the 29th June. Lindy, can somebody resolve my issue. My dilemma is I have to stay with Telstra if I want the cable service. I really need the service to be up and running as I have to work from home a lot of days. I have been loosing time, money and no more mobile data (including various top ups). Thanks,Arun
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I have been a loyal Verizon customer, with little or no complaints. I didn't even mind pay more for "better and more reliable service". With my past experience for the 2 months I am a big advocate for leaving them and going back to my old carrier. It would be a lot cheaper, there would be a lot less aggravation. I recently purchased my iPad Air 64GB from Verizon. The iPad had some technical issues, I reluctantly shipped it back to Verizon to be repaired or changed. I express to technician I live by 2 Apple Store. After being assured the turn around time would be a nominal week I mailed my iPad to Verizon's warehouse in Texas. Verizon has had my iPad for well over 4 weeks, I have called in to speak with them every other day to get a status update. Every time I call I receive a different answer, the responses vary from the warehouse doesn't have it. I have a tracking number showing it was signed and delivered. The iPad is on back order, I called back 30 minutes later and someone else informed me they were not on back order. We will ship you one at the end of the week, well 4 weeks have come and gone since this promise was made. Then once a week during my call they transfer me to Apple technical support. To oblige Verizon I explain the circumstances and apple technicians are shocked and confused how they can troubleshoot/diagnosis a product which is in Verizon's possession. I have spoken to 10-15 "supervisors" who all claim they will call me back within a day or so. I have yet to have a "supervisor" return a call to provide me with a status update. I hate to call in every other day for and update, which I need to do since NO "SUPERVISORS" call me back. It is the typical thing explain the circumstances have the first technician read to notes wait on hold for and hour as they research this. All of this is being done so they can then transfer me to a supervisor who make empty promises to call me back and never does. I am sick and tired of spending 6-7 hours on the phone with Verizon every week in order to get MY product back. I have explained at this point I DO NOT want my product fix I want it to simply be return and I will bring it to Apple myself especially considering it was only 3 months old and still covered under Apple Care. I can and have called Verizon a few times a day so I can confirm the "story" I was told by the prior technician with out fail they cannot confirm anything and offer a different story or circumstance with every phone call. I have no problem with pulling my 6 Lines and go elsewhere, it would be a lot cheaper and the other carriers would buy me out of my contracts, I cannot do so until I receive my iPad back. I pay monthly for a product which is not in my possession for a service which I am unable to use. The best solution I have received is a discounted rate, what good is a discounted rate if I cannot use the product because Verizon has it. Luckily the company I work for of 500 people also has discounted rates with the other major carriers. Get your act together, customer service my name is to service the customer not give the, the run around. I am not asking for the impossible, rather something which should be acceptable practice with any company.
store location
24920 N Lake Pleasant Pkwy,Ste 107
Peoria
AZ 85383
Sent from my iPad
I had a horrible experience last night, I went to renew my 2yr plan and get a droid turbo I wanted to take advantage of the $100 off by turning in a smartphone but the one I brought in was not up to par so I ran home to get a different one. I returned right at 8 and the doors were locked even tho customers were inside, they knew I was rushing back to try to get the deal done but they locked the doors and told me that they can't unlock them, I was frustrated because they knew I was coming back and as I sat in my truck they opened the doors to let the customers that were Inside, out. I know that I was there at closing and that's not fun for the employees but it was only because I had to go home to try and get a suitable smartphone to get the $100 off, I just have a hard time with me wanting to sign for another 2yr contract and buy a phone and getting treated like that when they knew I was coming back and it was going to be close on time. I have been up to resign a new contract for the last 4months because I wasn't sure if I was going to stay with Verizon, well when I decided I was it was pretty crappy to be treated like that, and to top it off the gentlemen who was helping me and knew I was running home to get a different phone to turn in sat with a smile on his face(not in a good way) while I stood by the locked front door.
Just thought I would let you all know how customers are being treated -
I am shocked at the level of poor customer service I get from Adobe sales reps on a consistent basis. It is as if Adobe assumes their products are without peer - so the sales team can take its customers for granted. I recently subscribed to the $19.99/month for Acrobat pro. I inquired if I wanted to upgrade to the full Creative Cloud for $49.99/month how could I upgrade. I received a wide spectrum of bizarre responses that ranged from, n you can not upgrade to you must first cancel your Acrobat subscription, pay the termination fee - and then create a new subscription for the entire Creative Cloud. Each sales rep seemed very tenuous at best and when I would inquiry further that it did not sound right - then they all would be very snarky and sarcastic. I was shocked at the level of unprofessional behavior from your sales team. It is as if Adobe does not have a culture of personal accountability when it comes to dealing with the customer.
I fine it very odd if Adobe is serious about providing CLoud Services, why it does not make the subscription model more flexible and upgradable for the customer. I am also not sure why Adobe does not make this something that a customer can simply do on their own by logging into their account. Evernote, Dropbox, Google - these are all services that allo the cusotmer to upgrade to more features and services online in a matter of seconds - as opposed to forcing customers to call in that crazy phone menu hell - then deal with snarky phone reps that sound unsure of themselves but then get upset when you ask follow up questions.Attached is the letter I sent to correspondance, I haven't heard back from
them so I don't know if it has been addressed yet.
I was with Sprint for over 10 years, when I changed to Verizon my bill went
up, however I was willing to stick it out because the customer service was
so much better. I have been very surprised at the service I have gotten
through all of this.
I really didn't want to leave that post on the community board, but I was
not getting any help. However, today, someone was able to help me get the
Asurion claim for my sons phone. Kudos to that rep. It amazes me how I can
speak with 3-4 people, give them all the same information and EACH AND
EVERYONE of them gives me a different answer. I had spoken with probably 4
people before the one today and gave them the same information (probably
more) and not one of them resolved the problem the way this one did nor as
promptly!
Thank you for following up with me, I hope you can help me get these
matters resolved.
Tricia Godwin
On Sat, Apr 18, 2015 at 2:39 PM, Verizon Wireless Customer Support < -
Serious and rapidly increasing Customer Service Failures...
I have been a "Mercedes Plan/Equipment" user, since April, 2002.
I live in a rural area (Southeastern WA State), and the regional carrier was highly inadequate. I found Verizon to be a superior alternative.
My experience, led many of my fellow citizens (all 500) of us, to purchase Verizon service and phones.
Personally, my "problems" did not begin; until I moved to Whidbey Island, WA, in late 2005. I explored "plan options," with help from several CSP's, and my son in-law...who sold me the plan (he owned his own, independent store at the time).
Shortly after, I assume (I should have personally monitored my service plan more carefully, rather than trusting that Verizon would keep me advised of plan changes and new, improved plans...back when plans "got better; as opposed to worse!") several less expensive programs became available, to accommodate my needs. Believe it or not, I was paying nearly $500/month?!
Fortunately, in a "routine" call about reception problems, my CSP was SHOCKED to see what I was paying, versus what I was "using." She determined I had paid approximately $242/mo. more than necessary...for 13 months!! Yes, I feel quite the fool...
Verizon was unapologetic; but the CSP FOUGHT to get me at least one month's refund. Sigh...nearly $3000 into the funding of a rapidly deteriorating entity?!
Well, other than some incredibly helpful company store employees (who have become less and less able to assist?!), my "Verizon Experience" has progressively deteriorated into "Verizon Inexperience/Poor experience/Incompetence/Nightmare and FRUSTRATION!"
Anyone else "feel the pain," and sad to see the decline of this (unfortunately) near "monopolistic" entity?
Sigh, if only another carrier provided as strong a coverage map...with caring and competent customer service and support!!
I returned to my "little farm community" in mid-2009; where many of the people I had "sold" on Verizon, sought to "wring my neck!"
Verizon, in order to accommodate "commuter students and faculty" from several institutions of higher education in our area; put in a new, very powerful tower (primarily for data service) about 10 miles east of town.
This has DESTROYED voice service in our community. The good news is, data is actually quite good?!
Verizon has promised a solution (many of us complained...and continue to do so) and have been repeatedly "promised" a solution for 3.5 years.
It seems, since the wavelength for voice is shorter, it is more easily disrupted by obstacles; even weather.
Our phones, first seek a Verizon tower, then switch to a "roaming" tower, if the signal is poor. Unfortunately, just a minor movement of the phone can initiate this action...resulting in the phone becoming confused and dropping the call, or so badly degrading the transmission, it can't be understood.
Last week, in a conversation with a CSP; re, a different issue; I brought up the idea that Verizon should give us all "signal boosters." He kept reiterating I could buy one for $250, so I hung up!
This morning, I checked my Gmail Spam (not sure why I did?)...and discovered to emails from Verizon, sent to MULTIPLE email addresses(??), and regarding a phone number and RIDICULOUS amount of dollars paid on somebody's account?!
The emails appear to be 100% legit.
I am concerned that Verizon e-statements have been "hacked?!?!"
Gmail assures me, my account has not been "hacked."
I am enclosing a copy of the "SPAM" e-mail I received this morning; but with all references to multiple e-mails REMOVED.
PLEASE BE AWARE and VIGILANT!
This morning, I sent an "incensed" e-mail to Verizon...it might explain a bit more (it does NOT even include all the inconveniences) about my frustration.
Any suggestions would be appreciated.
I am forwarding a copy of the e-mail, and a detailed list of problems to both the FCC and the FTC. It has been suggested that I acquire the services of an attorney...either as an individual, or perhaps, on behalf of the community.
Here is a copy of the e-mail, sent this morning:
{The continued demise of Verizon service, and increasing general incompetence; continue to amaze and frustrate.
Voice service from my home and hometown was "destroyed" in 2009, by a newly installed tower. Promises to repair have been bogus...most recently, a supposed agreement to add a translator or such, to local Inland Cell. tower. HAH!
I pay late every month...as part of my "protest."
Two years ago, YOU switched ownership of my plan; to a person that DID NOT EVEN EXIST! The "Carline *******" was close to that of my then 74 year-old sister, "Carolyn *******." In the process of solving the problem; the original call was "dropped" SIX TIMES! I had to get "Carolyn" on conference call (frightening and confusing her)...to get the account (opened under my name and Social Sec. number in 2002), switched back to me?! The inconvenience was increased, by having to create a BRAND NEW ACCOUNT and new billing cycle.
Last week, I noticed my brother, "Lester *****" has his phone, 509.951.****, STILL LISTED AS "CARLINE *******?!" A phone adviser promised to fix it; but as of yesterday (i reviewed my online statement) it appeared unchanged? I also told the poor young "pawn," Verizon should provide all local customers with free "signal boosters." Yeah, right! He continued to "recite his script;" about my "buying one"...so I hung-up on him.
Back in 2006, a phone adviser, identified that I had been sold the wrong plan...and had paid approx. $242/mo. too much, for 13 months?!
She was able to get me a refund of just "ONE MONTH." Thanks MUCH!
Today, I received in my SPAM Gmail (which I by chance checked); two e-mails from what appears to be Verizon? A "late notice," and a "notice of payment;" both sent to MULTIPLE ADDRESSES, and identifying the last four digits of a phone number I DO NOT RECOGNIZE. I am so sorry to be STUCK WITH VERIZON... THIS EMAIL, THE SPAM will all go to the FCC.
YOU'RE PATHETIC!!
Joseph A. *****}
509.951.****
If there are many of you out there, with similar struggles; perhaps we should "unite and fight?!"
Thanks,
why?777Just to add to the mix.
We were told today that the wayleaves team had written to 1 of our neighbours asking for permissions and that they were awaiting their response. I have spoken to the neighbour in question (he works away from the poperty) and he has said that he has sent 2 replies already so where have they gone (sat on someones desk no doubt)? They also said they didn't need to contact the middle property as the connection would be overhead (complete rubbish as the lines here are underground). Although, I have subsequently contacted the middle property (who also live away, it's a holiday let) who have told me that they have received a letter from BT asking for their permission and they replied in earnest, and BT have replied to their reply acknowledging thier reply and sending them a cheque of £25 compensation.
Basically no one knows what is going on, and I don't know what to do.... -
I'm wondering where to go after 2 weeks playing CS phone tag, started with a tech call reguarding Iphone 5, battery issue, tech ran test, batt is consumed, went thru warranty talk then to Apple, as to our surprise once the serial number was ran , I purchased a bran new refurbished and battery previously swapped out phone thru our corporate Ver store, warranty is invalid and new batt was 80$, Apple tech was shocked... I let that settle for a few days, and began the worst ordeal and crap show of customer service since, I've made numerous calls, 1st being with christopher, whom claimed he talked with his supervisor and I was patient, talked about that they wouldn't swap battery, but replace phone with a refurb phone, contract is up 2/03/2015 , exlplained it would be less hassle and givin the time frame to renew contract and do the upgrade now, pay the upgrade cost and whatever, we are good customers , never file claims, or issues with contracts, seems simples, I've now talked to approx 5 supervisors from ID, ky, al and whom have alllllll confrimed they have taken notes, processed requests and will call back in such time, as of 4pm dec 7th I am no where fast, contract can not be upgraded, one supervisor claimed they where no longer making the iPhone 5? And would allow for a upgrade once she talked to tech service, however a magical cold transfer and 40 more minutes of retelling this insaine story, he was then going call back on a dif number so the issue ph could be used, never got the call, however Matt in ID WHO claimed such sympathy for all the hassle then texted me saying he couldn't get thru on my number, however could text, and by a tech texting myself , such poor grammar and then stating we could only have the 5 and 6+ 's are on back order. Beyond fed up and stressed, almost 6 hours on the phone and 10 days of hassle , yet we still have a phone that dies at 70% ....I've never seen such a lack of responsibly or communication , seems supervisors are really good at making statements to appease each situation with out any documentation . Can't bring myself to call again and go thru the issue over and over again, meanwhile getting same responses (excuses) from every area I've spoke to. Guess now when I purchase Verizon items I call good Ol Apple and run the serial numbers to make sure the fancy kindalooksnewplastic isn't the 2nd re wrap and buy a phone that's been tampered with and makes your monthly insurance and warrantys invalid . Money well spent kudos CS ...and no I'm not hunting down anyone via Twitter , I'm sure there's notes on our account that this crazy person is out of patience and trying to see what other cell company we could change to . Merry Christmas
To clarify , we haven't serviced nor replaced the consumed battery . It has been noted as per Apple running the serial number that PRIOR to my purchasing the device, it had the battery replaced. Undocumented in detail, but showed up in Apple reports as replaced. Therefor creates a much wider issue than consumed battery issue, now we have the fact that 1. I paid for a new iPhone 5 16g with a renewed 2 yr contract, pay monthly for insurance on the device, however being that it has been worked on, that voided the 1 yr warranty and possibly the extended insurance program warranty as well, my corperate store can't handle this issue, given the extent of details, I stopped there today, to double check my receipt for original purchase to see if there was a CPO listed on my receipt, that is when they informed me they didn't acttially sell them there, nor if I did I wouldn't have paid full contract price either. More details, more time wasted on Verizon, knowing you all won't read the "fine" print.
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Could this be the worst customer service ever???
Hi - not used the forum before, but have had the most unbelievable time trying to deal with BT. The simplest way to illustrate how abysmally terrible they have been is to paste below the letter of complaint (and the follow up 2 weeks later) that I have sent to BT. It is long, but shocking reading, and compelling if you have ever had experience of what BT ironically calls "Curstomer Service". No response yet, apart from a lame reply a few weeks later saying that they agree that the service was terrible, but that they probably won't do anything about it. As soon as the 8 weeks are up, I'm going to escalate this to http://www.ombudsman-services.org/
Am I missing something here? Am I expecting too much of BT? Am I making a fuss over nothing? Or does this resonante with anyone who has had dealings with them?
ORIGINAL LETTER (5th NOVEMBER):
Dear British Telecom
I am afraid that I need to make a formal complaint about my treatment at the hands of BT over the past 6 weeks.
I received a MAC code from BT at the start of September which I tried to use to switch to another supplier. The supplier told me that when I had signed up to BT Infinity with you last year, this had made the line incompatible for the ADSL service that I was now requesting and the line needed to be downgraded. I originally called BT on 13th September to request that this be done, and spoke to a woman called Jackie. She agreed that it was remiss of BT not to have explained the implications of the switch to BT Infinity when I was offered the deal, and so agreed to arrange a manual downgrade of the line to avoid triggering a contract renewal. She told me that the work would be complete by 23rd September and that I would receive confirmation from BT that the work was to take place within 2 business days. No confirmation came through. I called again the following week and had 2 lengthy conversations, with one person telling me that no work was in progress, and another telling me that yes it was in progress. However, on 24th, the work had still not been done.
I called again on the morning of 24th for a very lengthy conversation (well over an hour), when after a lot of resistance, the person eventually explained that they didn’t know why the work had not been carried out, but it would definitely be carried out the next day. I asked her to assure me that if this was not done, then I would not be liable for any charges as a result of BT’s repeated failure to perform this work. She agreed to this.
I went on holiday the following day, and by the time I returned on 10th October, my other supplier, had still not managed to use the MAC code to switch to them, and it had now expired. It had been repeatedly rejected because there was an open order on the line.
I called again on 10th, and was told that they didn’t know why the work had not been completed, but it would be done by 14th. I was told I would have one month of broadband payments refunded, and that I would not need to make any further payments to BT, as it was BT’s fault that the work had not been done and I was still with you. I requested confirmation of this twice, to be sure that I had not misunderstood, and it was given twice in very clear terms.
Of course, the 14th came, and the supplier I wanted to switch to was still being told that there was an open order on my account. I called again on 14th, and this time was told that the work actually took place on 26th September, but that there was still an open order on my account. None of the many people I was passed to over the next couple of weeks was able to tell me what the order was for – one person said it was just an administrative item that needed to be closed. I spoke to many people who claimed that it was closed. Eventually someone agreed to do a little research and found some background processes running, which were eventually closed after several more difficult calls.
These calls were without exception long and difficult. I was often promised calls back with explanations, but not one ever came. I was often told that I needed to be put through to another department and that the person I was speaking to had spoken with them and they would be able to help me quickly and easily and were awaiting that I be transferred, but I was put through to a long phone queue and then spoke to someone who didn’t know anything about my case and was not able to help anyway. I had to repeatedly explain the situation from scratch to somebody new, despite being assured that this would not be necessary. In short, I spend very many hours that I really could not afford on the phone to BT to sort this out.
This was dereliction of customer service and a breach of your duty of care on a significant scale (in addition to the failure to supply the service downgrade promised, and then the failure to communicate that it had been supplied until I called many times more). The calls caused me significant frustration and distress, and affected my mood for a long time after. The hours I had to spend on the phone in a vain attempt to make myself understood by your people caused me to miss deadlines at work, to appear sloppy, and to present myself in a less professional way than usual due to the vexation caused by all of this. I could never have imagined that getting a simple request fulfilled could require such a significant expenditure of time, effort and internal strength.
My complaint is not that there was an initial error with the work, but that this error was not explained, investigated or put right despite extremely lengthy efforts by myself to communicate with BT what needed to be done. I was treated with disrespect many times, as people told me they were putting me through to specific people they had spoken to, but then just put me through to a long phone queue; people promised me confirmation texts/emails and update calls which never came; different people gave completely conflicting stories about what was going on with my account; people repeatedly assured me that everything was fine and the other supplier would now be able to place the order, and the other supplier was not able to place the order. These were not one-off events – each of these situations happened several times. I can only describe your customer service as consistently abysmal.
Finally, last week, the supplier I want to switch to was able to place the order and arrange for the takeover of my line and broadband which will take place next week.
Sadly, though, that is not the end of my problems with BT. In the early hours of this morning, I received 3 emails asking me to view and pay my new bill. This came to over £140 (up to now I have been paying £17 per month), and included an incomprehensible set of charges for “Line Rental”, “Broadband and Calls” (which included BT Infinity Option 2, which I do not have), as well as separate listings for “BT Broadband Option 3”, which I also do not have. There are no words to describe the shock and disbelief I felt upon opening this.
Throughout the whole process, I have been very clear and explained multiple times that my purpose has been to be able to switch to another supplier, and that despite being offered new contracts and new deals many times, this was not what I wanted. I only wanted to be able to switch as soon as possible, and so wanted no renewal of any contract. I was assured several times that this is what would be achieved. The comments on my latest bill refer to a “contract start date”, and so if there is any new contract in place, this has not only been done without my consent, but in contravention of my repeatedly expressed wishes. Whether the explanation for this is gross incompetence or corruption, it is not acceptable, and must be cancelled immediately.
I called again today, but again found myself talking to apologetic people who couldn’t help who passed me on to long phone queues which led to more apologetic people who couldn’t help.
Given that this has been going on for so long and given that the many promises made to me by BT have been repeatedly broken and given that I had been clearly and explicitly assured that I would not have to make any further payments to BT, as my switch was in progress and only BT was obstructing it from taking place; I am no longer prepared to subject myself to this treatment. Rather than paying you this money and giving you more of my time, I would expect significant compensation from you for the many many hours I have put in to trying to address the consequences of BT’s failures and for the resultant stress, that has affected other areas of my life and which continues to do so.
Please respond to this letter within 14 days, confirming that you will be cancelling the latest bill and any contract that you may have put in place, and advising me what level of financial compensation you feel would adequately compensate me for what I have been put through by BT. Naturally, you will not be proposing any credit to my account, as I will hopefully no longer be a BT customer in a few days’ time, and the balance on the account should actually be zero.
I look forward to your prompt response.
Yours sincerely
FOLLOW UP LETTER (20th NOVEMBER):
Dear British Telecom
I submitted the letter below via the complaints section of your website on 5th November, asking for a response within 14 days. The automated response said that you would normally respond to complaints within 48 hours, but at very busy periods this may take up to 96 hours. However, 2 weeks has now passed and I have received no response from BT.
I tried calling BT again on 12th November, after receiving a new bill demand. On the automated system, I asked to speak about my bill. The automated voice said “about your bill. Is that right?”, I said yes, but it put me through to the BT Options team, who were not able to help and eventually transferred me to the billing team. I spoke to one lady and to her manager, and was told that she would investigate the huge and confusing charges on my bill, and the promise that had been made to me that I would not incur ANY further charges, and that she would get back to me on my mobile number within 48 hours, and that if she could not reach me, she would call back until she did. I asked whether this meant that my bill would be on hold until she spoke to me again, and she clearly confirmed this. Of course, no call ever came, so my bill is actually still on hold now, according to she clearly told me.
Then, in the early hours of 18th November, I received 2 emails: one telling me that another provider had requested to take over my broadband service and that service would stop from midday on that day (even though it had actually been transferred to another provider more than a week earlier), and another thanking me for taking out a new 12 month phone contract starting on 18th November. Of course, I never discussed any new contract from BT, apart from stating very clearly on several occasions during my many calls with you that I specifically didn’t want to enter into any new contracts.
I called again on 18th to speak to the complaints department. I spoke to Angela, who told me that the complaint that I had made on the phone on the 12th, and the complaint that I sent via your site 2 weeks ago, and which I copy below, had both been ‘escalated’ to a woman in India called Sharon, who was supposed to have called me back by 14th. Angela said she would look into this, get hold of the complaint I had sent and read it carefully, and would look to cancel my bill and offer me compensation. As has been a common occurrence in my dealings with BT, she apologised for the way things had been handled so far and assured me that she would now take ownership of my case and would definitely call me back at 2.30pm with an update, even if the situation was not fully resolved at that point. She even re-confirmed my mobile number, but of course, no call ever came.
And, incredibly, this morning, I received another email from BT, telling me that as I hadn’t paid my bill yet, a late-payment charge had been added to it, and threatening me with a downgrade of my credit status.
Again, I feel compelled to emphasise the great frustration and stress that this situation is causing me. This is utter neglect of your duty of customer care, and there is nobody in your confusing maze of customer support phone services who has been able to understand and address any of my issues I have had over this extremely difficult 2 months. Several people have promised that they would take ownership of my case, and would stay in contact with me, but none of them ever has. There seems to be no way to meaningfully communicate with anybody at your end, even while the bills, and charges, and threats and confusing emails are coming thick and fast. This is now proving to be equally true of your complaints procedure – my complaint has been completely ignored.
As I requested in my previous letter (below), please cancel my bill immediately and propose what level of financial compensation you feel would reasonably compensate me for the extreme frustration and stress that I have been subjected to in recent months, which has affected other areas of my life, including my work and family life, and the time and trouble I have taken to try to reach you to get this sorted out.
I include a copy of my original letter below, and am sending this to you both by email and in the post. I would like a positive response within 10 calendar days of the date of this letter, addressing all of the issues I am raising. Beyond this 10 day period, I may take further action, which may include legal action and/or publicity about this case.
Yours sincerelyUpdate - in case anyone is still interested - Here is my response to them:
30th December 2013 – Our Response
Thank you for your proposal, which we do not find acceptable.
Not only does it ignore the promise that we were made by telephone in October that we would not receive any more bills from BT, as the fact that we were still with you had already been down to your negligence for some time, but it also ignores the abysmal service that you have given us and the resultant stress and personal inconvenience that you have directly caused. An apology and a weak offer to refund the difference between what we pay now and what we paid you is very very far from even beginning to make up for this. Your wilfully ignoring a promise that you had made in October and that we very clearly drew your attention to in our original letter is yet another example of this, as are your over-complicated "final" bills, which are not easy to make any sense of.
You say that you will feed back to the agents involved about the terrible service that they have given. This will make no difference. If only one or two agents had been involved in delivering a terrible customer experience, then maybe this may have helped, but the fact that your service has been so consistently and unswervingly catastrophic in every single interaction (and you will be aware that there are very many posts on forums all over the Internet singling out BT for similarly incalculably bad service) suggests that the problem is in your processes, your training and your staggering lack of customer service ethic. If you truly wish to make changes, your actions will need to be far more fundamental than simply scape-goating a few individuals who are doing nothing different from anyone else you employ. I do not hold any individual or individuals responsible for what BT has done, but BT as a whole.
I intend to refer this case to Ombudsman Services: Communications, but would welcome a response from you before 2nd January if you have anything further to add.
Best Wishes
Guy -
What a dumb customer service!!!! and where the heck is my payment?!!!!!!!!!!!!!!!!!!!!!!
I am so furious right now to the point my whole body is shaking and I feel dizzy!
I've been mailing out the check for $55 every month on 1st or 2nd of each month for past 2, 3 years now.
I don't get statements in mail, so I typed one page with the accountholder's name, address, account number and payment address. This check for $55 is issued by my work, so what I do every month is that as soon as I receive the check, I print out this little page with all the information, I staple the check to the page and mail out to the payment address listed under Contact Us on Verizon wireless website.
My due date is 21st of each month. As I mentioned above, I mail out the check either on 1st or 2nd of each month, which means the check should be arrived, processed, cleared from the bank, and credited to my account before my due date.
I don't have the entire record, but I can see the payment history for past 12 month from my verizon wireless online and this check for $55, although I've been mailng out on a very regular basis, it has been posted to my account very irregularly.
Sometimes, it gets credited to my account before the 10th. Sometimes, it gets credited sometime before my due date. Sometimes, it gets credited way after my due date. Sometimes, it gets cleared from the bank, but doesn't even get credited to my account. Every month, I have to closely monitor whether this month's check has been cleared and credited for this account.
If this happens to many accountholders, I would not be this frustrated.
I have a coworker who gets the same check from the work and mail out on the same day to VERIZON WIRELESS. Okay? Mark this. Same amount of check issued by the same bank goes to the same payment address by mail (same postal service). Difference? Her due date is 11th and mine is 21st. Another difference? Her payment gets credited in few days and well before her due date. Mine takes forever and ever and sometimes lands on a wrong account.
I called the customer service today to see where my check is and why it has not been cleared yet. The customer service, Jose, was so rude and raising his voice saying that it might have been the post office at fault. And then, he was asking if I wrote a wrong address or anything. Hello~ I TYPED the freaking payment address and my account number and saved in my computer. You've been getting my check with no problem for the past 2, 3 years now, so I'M SO SURE THAT IT'S NOT THE POST OFFICE WHO'S AT FAULT!!!! On top of it, I'm not calling to figure out whom to blame.
Then, I talked to the supervisor, Eric. Hey, if you are the supervisor, you should be able to give me more than the same lame lines that JOSE was giving me. Don't say that I've been mailing my check to the lockbox and you don't have the contact number. I've been sending my check to the freaking lousy lockbox and so have my coworker. She doesn't have the same problem that I have. Even if the lockbox doesn't have the contact number and a live person in, there is the department in which they process the payment, right? You should contact them to figure something out! You should provide a CUSTOMER SERVICE. What part of CUSTOMER SERVICE don't you get as a SUPERVISOR? I am YOUR CUSTOMER! and I, the CUSTOMER, hereby request a SERVICE that I am entitled to!
What did you just say? SUPPRESSING the late charges? Hey, Eric, Look!. I mailed out the check on 1st of August! I'm sure it doesn't take more than three days to be delivered from Los Angeles to Dallas. When I mailed out the check even before you generated my bill, how dare you to even mention the LATE CHARGE? It is NOT my ****** problem that you have a lousy system to process the check. You better fix the **bleep** problem.
You'd better keep your word and call me back with answers to all the questions (about irregular postings to my account, what's been causing the delay, etc) by TUESDAY.
What? Suppressing the late charges is all you can do for me? I just wasted my 40 minutes holding the call, and not getting all the answers I wanted, and dealing with non-sense ridiculous customer service and that's all you can do? You should waive my payment. You should give me like 1000 min credit.
I've been using the Verizon Wireless for almost 5 years and I'm seriously disappointed at the level of customer service you provided and the way you are handling this matter and not providing a good reason why you are messing up with my payment.I can understand that the situation is infuriating, but the anger is misplaced. To start, it is very bad practice to not have a direct way to view whether the check you are sending had been cashed. While it gives the appearance of being convenient, you are setting yourself up for a nightmare when you do not, first, deposit the funds and issue your own method of payment. Secondly, the fact that it was not applied to the account does not necessarily mean that Verizon Wireless is at fault. You cannot determine this absolutely until you confirm that the check had been cashed by VZW, which, again, is going to be difficult to impossible because you are sending a check from a third party. The likelihood that it was lost in the mail should not seem shockingly preposterous. Matter of fact, people use this excuse because it is a very plausible scenario. It is essential to know whether the check was cashed by VZW, if it was, then they can go through the steps to find it; if, however, it was not, then it is something you will want to get reissued.
My advice is to follow the approach listed above, but, more so, eliminate the overly emotional reactions so that the matter can be addressed in a logical way. -
How to place a customer service complaint
Hello,
I will start of by stating that I have never before felt this way about someone who I have worked with at a Verizon store. .Today I went into a Verizon store looking to understand why my bill seemed high. I wanted to find ways to make the bill smaller without cutting too many corners... The customer service representative who "helped" us was so rude. She seemed uninterested in helping me, and she literally started to talk to another customer while we were there discussing my bill. She had a poor-negative-couldn't-be-bothered attitude which was entirely inappropriate for customer service and as I said I was just disgusted with her. How can I place a complaint? I did catch her name on her name tag. Also I realize that maybe we weren't priority customers because we were looking to spend less money but seriously in this economy who isn't? Don't go into customer service if you can't handle working with people.
Thanks!
KCustomer Service isn't any more helpful I'm afraid. I was in a store purchasing a new phone for my daughter 'again' and they wouldn't let me add the charges to my account. I've paid all my bills on time, i've been loyal, and i've brought my parents onto my account thus bring Verizon more business. I was confused but swallowed my pride and used my Amex to pay for the equipment. Now with iphones going for 49 bucks at AT&T, we've been debating - researching - reading every forum available and one member of our family decided to upgrade to the iphone 4 with Verizon - it would've been an easy sell had he been allowed to add the charges to the account BUT the restriction is still on my account - I had no clue what the restriction was - Customer Service said they couldn't talk about it. I know my rights and threatened legal action - I have a right to know if my account has a mark against it. After continual debate and threats, the representative stated that my account is highly used, thus putting me as 'high risk' thus putting a restriction that won't allow me to charge purchases onto my account. I'm a good customer but I can't have any perks because we use our account so much? Now i'm thoroughly confused. A representative at AT&T laughed and said they've heard of those restrictions before.
I was never notified about such a status, nor am i pleased at having to bully a representative into telling me about it. They refused to submit such information in writing when I asked them to mail it to me.
With iphone 5 coming out this summer and AT&T improving their coverage, I'm shocked that Verizon would have such penalties for good standing customers. It's one thing to **bleep** off a customer who misses payments and only makes up the tiniest percentage of sales but to **bleep** off a customer that has never hesitated to purchase new equipment and accessories AND STILL keep paying my bills on time?
It's doutbful that i'll be a Verizon customer much longer. AT&T assures me that such penalties are not common practice at their company. -
Horrible Customer Service/Complaint
I went to the Verizon Wireless store located at
4001 Virginia Beach Blvd, Ste 105, Virginia Beach, VA.
My phone was not charging. As I went into the store they stated no need to check in because there was no wait. A bunch of reps sitting around doing what exactly NOTHING and I still waited 10 min. I watched another customer come in purchase and leave before me. Finally a rep who was what appears to "looking busy" asked what I needed help with. I explained phone was not charging and brought in BOTH of my chargers for the phone. He decides to take phone to plug into his charger to see if it works. At this time I don't know if he plug in charger or not, he comes back and says "BECAUSE YOUR SCREEN IS CRACK we CAN'T do ANYTHING with your phone". Okay cool, My next question, what does the screen have to do with it charging? Screen crack is not bad, phone fully functional and the only problem was it was not charging. I was advised to file a claim for insurance or better yet, TAKE MY WIFE'S phone battery out of her phone charge and put battery back in my phone? REALLY? I advised that was the dumbest **** thing ever and how do you even know it is not the wall chargers. Once again I was told "well we can't do anything because of physical damage to phone". Let's not mention the fact that I have been to the same store twice before for phone issues with the same crack screen and NEVER EVER WAS TOLD THIS BEFORE!!!!!!! What should I give this too, POOR CUSTOMER SERVICE, MISCOMMUNICATION or just ONE LAZY SLACK *** EMPLOYEE WHO CUSTOMER SERVICE SKILLS is A WASTE OF TIME. If that is the way he is then VERIZON is CLEARLY wasting MONEY on this guy! I leave the store and call customer service where I spoke with a rep who was shock at the treatment in store and help me OVER THE PHONE and DETERMINED it was the wall chargers that are not working CORRECTLY! How does this look. I bet if I would have went into the store and said I WANT TO BUY A PHONE, I could have pick line all the reps up and they probably would have put in a bid to help me! Broken phone, "GET HIM OUT THE STORE BY WHATEVER MEANS NECESSARY!" You have to love face to face customer service that is poor as that employee. Oh no, I didn't get his name and I can describe him, however I don't want come off rude or a as some sensitive people might think I am racist! If he would have taken the time to handle the situation properly we wouldn't be where we are right now. A loyal customer for over 10 years and would leave Verizon for this poor excuse of a rep! Terrible!If you find an email or address I would love to know about it.
I traded my brand new iPhone 4s for a $200 gift card I never received. I have been waiting a year now for a $300 Credit because a store manager charged me rather than deducting for a returned tablet. The VZW ware house has received my trade in iPhone which I have proof from the USPS I have the proof of delivery but I was charged for not returning my phone. I have spent over 100 hours calling almost daily to VZW Customer Service and EVERY SINGLE REP has said they will call me back and never do. This past Sunday I got a Supervisor that told me she would get the answers and contact me no later than today at 12:30 no matter what and I received no returned call yet again. 3 bill cycles ago I had an almost $600 dollar Credit on my account according to VS in our local store and my bedt Bill said I owed $1000, this law bill due this week was for $1300 yet I bought NOTHING.
I have warned VZW for the last week to get their crap together or I was leaving Verizon after 8 years and that I will NOT pay the bill and still they sit on their thumbs ignoring me.
From a HUGE Credit to a $1300 Bill because my returned device got there yet disappeared once it got to their warehouse so I am being charged for an iPhone 5s that I just used to edge up????
Verizon has gone down hill badly and I will be going to US Cellular with my "9" lines of service.
Tomorrow, I am filing a complaint with the Better Business Bureau because even the store here has been calling CS because THEY can see there is a huge problem with no fault on my part. -
HSI: Customer Service Complaint
To Whom It May Concern,
Please let me explain my recent distasteful and horrendous experience with your services.
I had selected your company to service my internet over your competitors because of the reviews of your services and felt confident that your services were superior. I have been drastically proven wrong, and have subsequently gone with TIME WARNER to service my internet and cable. Your company highly lacks in customer service and general customer experience - I am horrified.
Setup - This is where the disappointing experience began. Upon submitting my initial request for high speed internet online, I was informed via email that I needed to call Verizon to provide verification of my credit. I called the credit department, and was subsequently transferred in a circle of 5 different individuals, credit, sales, dispatch, sales, and finally credit again due to an 'anomaly' with my order. After the initial 30 minutes on the phone I was told to re-input my order online, and stayed on the phone while doing so. This 2nd order failed to go through due to a 'system issue' and so a 3rd order was entered and after an hour on the phone I was finally assured that my order had gone through successfully. The customer representative advised there was no way for them to cancel the other 2 pending orders and to just let them sit and they would eventually expire due to the pending credit verification. Excuse me??? I subsequently got bombarded with chasing emails from Verizon on these orders.
Phone Jack Installation - Unfortunately my new apartment did not have a phone jack and so I called Verizon to arrange an installation. Over the phone I was informed that a technician would come to install a phone jack for a charge of $95 on Monday 11th August, and that I would receive a phone call 30 minutes prior to the technicians arrival. Monday came and went without a phone call. Upon checking online I was surprised to see there was a technician arranged for the next day, Tuesday 12th August between 8am-12pm. I made a series of last minute work arrangements to ensure I could take this time off work to allow the installation to go ahead. After waiting home for the entire 4 hour period, again no phone call, and no-one turned up. Later that day I called Verizon customer service again, and again was informed there was an issue with my order. There was no clear explanation given other than yet another 'system issue'. When I asked to re-arrange the phone jack installation for later the week, I was told the only available slot was in September! After the experience I had to date I was shocked to find out there was no option to expediate my order with dispatch either.
You can be assured that I will be sharing this experience via social media, all NYC media outlets and you can be sure that I will be in contact with my lawyer to discuss the legality of your incompetance.
IN ADDITION, I am in current contact with the better business bureau in regards to this horrifying customer service experience.
At an absolute minimum I would expect your company to offer some compensation for the 1/2 day I took off work, only to find that there never would be a representative come for installation. I would like to be 100% compensated for this order and all of my trouble.
Please contact me on how this can be resolved.
Regards,
{edited for privacy}Just a friendly reminder, this is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please visit our Support page for a variety of ways to contact Verizon, including “Ask Verizon,” our virtual chat agent, and customer support phone numbers.
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Disgust and Exasperation with BT "Customer Service...
I am posting this here as really a final attempt to see if anything helpful will actually be done by BT, but I think also as more of a warning to others, as I truly have ben a “victim” of their so called customer service.
To make clear, I don’t really use my landline, the only reason that I even have a landline is for my broadband which I get from another supplier, as I need this for work, it is rather essential, so when there is a problem with the line it causes me great stress as it threatens my ability to work and make money and pay bills etc. Generally the only time I use the phone is if I have to call a free phone number or a number which is chargeable from a mobile.
Over a year ago now, back in July 2011, I had just finished dealing with someone from BT’s head office as I had been forced to go there due to surprise surprise BT not adequately dealing with a complaint, that time due to charges on my bill for calls I hadn’t made. The man I was speaking to, fixed all the problem, re-set up my quarterly direct debits and said if there were ever any issues again to come straight back to him.
Cut to the end of August this year. I happened to pick up the phone to try and call a free phone number when I discovered that the phone could not make outgoing calls. At this point I have had NO communication with BT of ANY kind, calls, emails, texts or letters. Since dealing with their head office the previous year. When I eventually get through to someone, Im informed that the line has been restricted due to non payment of the bill. I asked if there has been a problem with the most recent payment or has a payment bounced and I am informed that in fact BT haven’t taken a payment in a year!!!!! I ask how this is possible, and also how has no one from BT got in contact with me about it, I mean they are supposed to be a Communications company, yet they seem to be severely lacking in communication, as the only reason I knew there was a problem was that I happened to pick up my phone. After speaking to around 3 different people in one of BT’s non English as a first language speaking call centres, various promises of a callback which funnily enough never happened, and god knows how much cost on my mobile phone bill, I finally managed to speak to a manager to try and figure out what had happened and how we could get this fixed.
I was told by the Manager that they honestly had no idea how firstly they weren’t taking direct debit payments, and secondly how this could have been allowed to run for a year without BT really contacting me about it or even taking any action like restricting the line after the first time they didn’t take a direct debit. I was informed that the balance of the account was over £400. I made the point and the manager agreed that asking a customer to make that kind of payment in one go with no warning, particularly in these circumstances was unacceptable and a solution had to be reached. I said I was happy to pay it off in installments or work something out that way, and the manager also said they would need to check as perhaps some of the bill may have even been supposed to be covered as compensation for part of the previous complaint and due to an oversight may have caused the rest of the year to go untouched, as otherwise she wasn’t really sure how this could have occurred. The Manger then told me that she was going to go away and thoroughly investigate this and speak to the person who had originally set up my direct debit to see if there was any issue there. She told me that she would be looking into this and would then come back to me with the answers to how this happened and also a solution to paying it off. Also while she was looking into this she would restore my line fully, as this was obviously a larger problem at BT’s end. This seemed to be a fair agreement and I told her I looked forward to hearing back from them when they had it sorted out and we could get this cleared up. How foolish I was.
Cut to the end of last month, I had family members in New York and New Jersey on holiday at the time of the hurricane hitting there. One night I picked up the phone to try and get in touch with them to make sure they were okay and I discovered that once again my line had been restricted for outgoing calls. To be clear here, the last time I had any contact with BT was when speaking to the manager at the end of August as described above. As you can imagine, having my line suddenly restricted and considering the circumstances I was particularly angry. I called in the next day, and despite asking what was going on and what had happened to the investigation into my account, instead all I got was a wall of “The account has been restricted due to non payment”. I would respond, yes I get that, but BT were supposed to be resolving the matter and coming back to me with a way to pay off the balance. Again the only response I would be given was “The account has been restricted due to non payment”. No other information, just that statement. I asked to speak to a manager and was promised a callback from one. It never materialized. I called back in gain, asking for someone to call me about this as I wanted to get it resolved, was promised one but again never received one.
Then last Monday, the 12th of November, I finally called in AGAIN at my expense, and spoke to someone who actually seemed to understand the term “Customer Service”. She took the time to look at the notes, saw that I was supposed to have been called about this but that no one had, and that in fact no one had even bothered to look into my account or even do anything with it. In fact I believe I was told that no one had even accessed my account since the last time I spoke with BT, back in August. I asked her if it should really be this hard for me to set up some sort of payment plan, I mean Im asking a company to let me give them money but they don’t seem to be interested. She apologized and said that she was going to personally pass this to her manager, that she would fully investigate the matter, sort it out and come back to me with the solution so we could resolve the matter and put it to bed. She gave me her word that her manager would be calling me within 48 hours. And guess what? That’s right, I never received any call whatsoever.
So Wednesday this week, 2 days ago, I call back into BT, to ask why this manager hasn’t called me back as promised and what exactly is going on. At this point I get more of the stonewall “The account has been restricted due to non payment”. However also at this point get told that my line is going to be terminated fully this coming Saturday. Again I will point out that no one from BT had communicated this to me in any way, no warning, no letter, text, email or call, from this global telecommunications company. However I am then informed that someone had called and spoke to me the previous Saturday, had given me this information and I had “agreed” with it. I informed the agent that this hadn’t happened, no one from BT had spoke to me on Saturday, and certainly not at the time of 11:30am as it was noted on my account, as I had been out the previous night and had only got in at 8am Saturday morning and went straight to sleep. This didn’t seem to bother them or they just didn’t care as now all that I could get from anyone was “The account has been restricted due to non payment and we are cancelling it on Saturday”. No offer of sorting out to get it paid, no explanation as to what had gone on or why no one had done anything, just a set response that felt like I was talking to a computer with only one programmed response. I was also informed that my account had now been ring-fenced by a particular department and only they would deal with it and they had no interest in my complaints or issues, they only cared about the bill in full and if not paid then it would be cut of Friday. I pointed out that I had not been given any notification of their action of any kind. The response verbatim I was given was,
“We don’t have to inform you if we are going to restrict or cancel your account, we can just do it”
Also they didn’t seem to care about the fact that someone in their company had blatantly lied and put information on my account saying they had spoke to me about this to inform me of it and I had agreed with it!!!!!! So fraudulent activity by BT and they don’t even seem to care. I asked for the details of the person who had left this note as I wished to complain, but was simply brushed a way with
“Oh we wont give that to you, we will just take care of it internally, you don’t need to worry about it”
I don’t need to worry about false information being put on my account???? I think BT doesn’t really have an understanding of what concerns the average customer, as someone falsifying information on their account is kind of a HUGE deal. At this point I had tried several times by phone and email to contact the person who had dealt with my account last year and had set up the supposed direct debit but surprise surprise, they never responded to one of my attempts, not even a polite message to say they had received it or that someone else might be dealing with it, nothing, not a peep.
At the end of the day with my head ready to explode I finally managed to get a number for a manager in BT’s head office. I called their office line and got to speak to them. I explained the above and they were very sympathetic and apologized, and agreed that the way it had been handled was wrong, and asking someone to pay £400+ without any notification and also when they had previously told me they would be sorting out a payment plan was unacceptable. He then told me he would be passing my information to an executive level complaints operative and that they would call me back the very next day to discuss the problem and get it resolved. Again I pointed out that I didn’t think it would be this much hassle for a person who is trying to set up payments to get it sorted. I then left this call, feeling a lot better as it seemed I was finally going to get this sorted.
However, the next day not only did I not receive a call, but instead I got an email from the person who the matter had been passed to, which simply said, ‘We haven’t had a payment in a year, the direct debits haven’t been taken, we have now sent you duplicate bills so you have a copy of them and you have been informed that the account will cease on Saturday (conveniently leaving out the fact that I was only informed of this the day previously). That was it. I called and left 2 voicemails and responded by email saying that could she please call me as her email has not in any way dealt with any of my issues or even tried to resolve this, and being as one of my biggest issues was that for 3 months I have been constantly calling BT and not one person has been bothered to call me, and the response to my speaking tp a manager at BT’s head office was for her to send me an email that as far as she was concerned I might not even get due to current restrictions on the line. I never received any call from her that day.
That evening I managed to get back in touch with the person from the head office I had spoken to the previous day. I expressed my exasperation that with a major issue where one of the main problems is BT’s seeming inability to call me back when promised, the person who as supposed to be looking into this hadn’t even bothered to call me to find out the issues and what the complaint details were!!!!! I was again promised that he would get her to call me first thing Friday. She did, I spoke with her about an hour ago, and from the fact that I have felt compelled to write this should tell you exactly how helpful she was.
When I answered the phone, the first thing she said to me was, “The only reason for this call is merely a courtesy, it doesn’t matter what you say or what has happened it will not effect the decision to terminate your line tomorrow” If that doesn’t just sum up the entire BT experience for the average customer Im not sure what could. Not only that but she claimed that BT had tried to contact me numerous times in regards to this yet mysteriously could not provide me with a single precise date of any of these supposed communications. I was called a “liar” as she said that I must have noticed that the quarterly direct debits hadn’t come out. This is despite the fact that the entire point of a direct debit is that you don’t have to check it, it just pays it, its how I pay my rent, gas, electricity, broadband, mobile phone and I assumed my phone line. Also if there has ever been an issue, the company involved is usually very quick and good about getting in touch, as its money you owe them/ Not BT though it seems. I said that all I’ve been wanting to do for the last 3 months is get something set up to pay this off. However I’m told that they wont do that that they NEVER allow payment plans (a blatant lie)and that even though I’ve only had 2 days notice and even then nothing in writing, they don’t have to inform me anyway, they can just do what they want.
I tried to point out the effect this would have, I even made it clear that I was perfectly happy that while I was making payments to clear the debt that they could keep the line restricted, but at least still active as otherwise I cant work, I cant make money, I cant pay my rent, I lose my flat, I cant afford to buy food and in essence it royally messes up my life. The response was that they didn’t care and unless the full amount is paid then tough.
However the most disgusting, Blatant and downright underhanded moment (and bear in mind at this point Ive been openly called a liar) came, when I brought up the fact that there is false information on my account, that someone had lied and put fraudulent information on my account. Her response, and I still have trouble accepting this was
“Well I don’t think one of our agents would do that, so Im not even going to look into it”.
Despite the fact that she could confirm that there was no call in under 5 minutes she refused to check it. I asked her to go get the call recording as there wouldn’t be one, and if she wasn’t going to help with my account at least please fix this, someone in BT has put false info on my account and you can check this yourself, it will take you no time, just confirm it. She however again refused to even look into it as she didn’t “THINK” that someone would do that. She also refused to go and listen to or check the calls I had back in August with the manager who had promised to sort out a payment plan and investigate, she refused to check or listen to the call from last Monday where an agent had confirmed that the previous manager was supposed to have done this but hadn’t done anything with it. She refused to do anything in any way that might mean she would have to change the position she had come on the phone to me with and had made clear she didn’t want to change. So in essence this person who is supposed to be trained in customer service and conplaint resolution, didn’t even bother her backside to speak to the customer making a complaint to find out the issues, just decided to check a few notes, not pay any real attention and sho a complete lack of respect to me. I mean she openly accused me of being a liar on the call and in the same breath refused to go and check if one of BT’s agents had lied themselves about calling me and me “agreeing” to all this. Funny, I was sure one of BT’s slogans was “Its good to talk”
So here I am, Im told my account will be terminated tomorrow and it seems that no one at BT cares, or even wants to solve the problem. Also they don’t care that this is going to have a massive effect on me and my life, without my internet access I cant work, and if I cant do that then I lose my livelihood, my home, the food on my plate and everything I have. Oh and look, just in time for Christmas. I have been asking for 3 months to get this paid off in a sensible way and for 3 months I have been assured they would take care of it, then fobbed off nad forgotten about. And now BT have made it abundantly clear that they really have no interest or concern for their customers in any way.
I write this in the vain hope that someone might be able to help me here, however being as there is less than 12 hours till Saturday I doubt it. I think to be honest its more so that other people are aware of just how shockingly bad BT’s service really is, and that watch yourselves and not only will they lie, abuse, insult and cause you great trauma, but that they will also refuse to accept any responsibility for their words, their action, their promises, and especially their mistakes and faults, as as far as they are concerned they don’t make any, and wont even look into seeing if they have. Truly a company that doesn’t careIts quarterly billing, and on direct debit, so the whole point there is it takes care of itself.
It aso didnt hurt that as I said, I had no communication from BT in that year, no calls, emails, texts, letters nothing. They sent me no letter to say that there had been a missed payment, they took no action due to this, still something at this point that no one has been able to explain how that happened. Also the direct debit was set up by someon from their executive level complaints deaprtment, so you would think it would work ok. But apparantly 3 months later they didnt take a payment, and kept not taking payments or getting in touch with me about it, they just did notning. Then after a year, again without any warning or notification restricted my line, which as it turnds out was an automatic process, no one had any clue about what had been going on. Hence why the first manager I spoke to about it said she was going to have to investigate how this happened and obviously work out a repaymnt package. Though as par for the course from that point on I never received a callback from BT at any point, I called them often enough, but they never could be bothered it seemed to get back in touch.
Also my bills arent exaclty large, as I say the only reason I even have a landline is for my internet access for work so its not as if its a huge amount and its every 3 months so not something really on your radar. Again thats the point of DD and what you assume is a professional and capapble company. -
New Customer - Have had MISERABLE experience with Verizon service and Customer service
I am a brand new customer of Verizon Fios and so far I have zero good things to say about it. If it wasn't for the aggrevation of switching cable companies, I most definitely would go back to Comcast.
I moved into a new home in the middle of April. The previous owner had Verizon Fios in this house, so there was minimal installation that had to be done when I initially set up my cable. My house was pretty much empty at the time, so we had the TV's set up where we had a place to put it (upstairs, kitchen, and living room). We recently bought bedroom furniture, so we could now move the TV to where we initially wanted it, in our bedroom. However when we tried to hook it up to an outlet, no picture came though. This is when my awful experience with verizon customer service (or lack there of) began.
I took time out of my work day to call Verizon about this problem. I was on hold for about 30 mins until I actually heard a human's voice. He was unable to help me since I was not at home to unplug and plug things back in.
I called again when I was home, this time I was on hold for about 20 mins (wow)... the first person could not help me, so she transferred me to another department... put on hold for 35 mins.... this perosn couldnt help me either and they transferred me back to the SAME DEPARTMENT I WAS INITIALLY TRANSFERRED FROM.... put on hold for about 45 mins... finally i speak with someone that knows what they are talking about. Of course I have to go through all the same steps that I did the first time which did not work. As this person decides I need a technician, he begins to look up available dates... and then after an hour and 35 mins on the phone, it gets disconnected! I wait for 5 minutes to get a call back but I get NOTHING. I spent now 2 hours trying to deal with this and verizon doesnt even call me back when its their phone that gets disconnected? Thats terrible.
I call back after 10 mins and am put on hold right away (obviously).... after 25 mins of being on hold, shocker - the call is disconnected again.
That was enough for one day
I call back again the next day... same old thing... put on hold for 30 mins, talk to one person who cant help me, transferred to another department and put on hold for 20 more mins.
Finally with the tech department who says they are going to schedule a tech to come out to fix the problem but also mentioned they are going to charge me $55 for this! Are you kidding me?????? Verizon wastes about 4 hours of my life and busy day and then has the nerve to say they are going to charge me for it? I asked the person several times if I could speak with a manager or supervisor, they never let me. I asked multiple times and she just said that they wouldnt be able to help me and that the charge would stick.
I can't imagine that anyone would treat a brand new customer like this. I will not recommend Verizon to any one until I see some kind of help or REAL customer service from them.I did call them this morning, and still on the phone.
I will say this - the reps are very friendly and do try to help in earnest. That's been my experience overall with Verizon. So in terms of the actual people, I give them an A+.
In terms of their system and how they process things, they get a big fat F. The very idea that I sent back a phone with accessories and their warehouse only registered the return of the phone pretty much says that there is something fishy going on there at the warehouse. And it took an hour to sort this out so far and counting.
The thing that bugs me about Verizon is how complicated it is to get everything straightened out.
Right now, they are trying to sort out the activation fee - I already have been charged one and now they are trying to figure out if i have to pay another one. Another 15 minutes just on that.
Everything has been resolved. Thankfully, Verizon's saving grace is that their reps are nice people.
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