The PAIN of BT

Has anyone got ANYWAY of directly contacting BT in the UK regarding being sent a debt letter for a cancelled service? [service was paid in full]

I just tried phoning Bombay Telecom but was on hold for 35 mins then got cut off...

I don't need this hanging over my head right now.

At an old address I moved away from 8 years ago but the account was opened up in my name in 2014... Yahoo hacks probably.

PLEASE

If the account was opened two years ago for an address you left eight years ago, but the debt letter is getting to your current address, something doesn't add up.

For it to be anything to do with the Yahoo hacks the person now resident there would have to have knowledge of the contents stolen from Yahoo, specifically you at that address. The police, or at least Yahoo, might be interested in that aspect - if it is the case.

I think it more likely that the paperwork for the premises has your name as a resident in the pasts. Did you own or rent it?

Any such explanation still leaves the question open as to how the debt collection letter is getting to you. Unless the current occupant (probably not the one who opened the account) has knows and has given BT your current address.

I wonder how the person using your name to open the account paid any BT bills? Or maybe wasn't there long enough.

Sorry it was an email letter sent to my old BT email address from Libby Barr. The Debt company does not have my current postal address, it only has my previous postal address.

Both the debt collector company and BT have sent letters to my old postal address, this was confirmed to me by the lovely debt collector company on the phone after I called them.

BT has my current address. All very annoying and trying to explain these details to BT, more frustrating. I have tried twice today with over 1 hr on the phone to deepest india for to be put on hold for over 35 mins then cut off.


The service listed on my Equifax account is showing in my name for a service I never had taken out over 8 years after I left the previous address. My credit score is shot to C**P because of this!

Hence the reason behind trying to get someone in the UK.

*edit* the crazy thing is my credit score is showing a payment to BT last month, not from me or at least from my account!

edit auto correcting Equinox/Equifax

Edited by derekdel (Fri 23-Dec-16 17:57:44)

[email protected]

Email the CEO and tell him what you think.

In reply to a post by mikejp:

[email protected]

Email the CEO and tell him what you think.

He is the CEO of BT Group, try [email protected] who is the chairman of BT.

Or maybe email both.

Paul

Private messaged you the team which the CEOs etc send you to with all their details. You will get it resolved rapidly.

This is identity theft and the person(s) responsible could have used your details for other things.

You MUST report this to the police and get a crime number , that you can throw at BT and the debt collection service.

I had a my debit card cloned and the swines emptied my account , I went through hell with the bank until I got the police involved.

I then started getting demands from people all over the country for unpayed bills etc. and a letter arrived from DVLA for a car I supposedly had left untaxed in Liverpool ....... never been there in my life.

Having that crime number and throwing that at DVLA and other parties resolved those issues.

The BT staff are doing their job, and probably doing it correctly. If the OP has been impersonated once, how do they know it is not another fraudster calling. BT has to be sure of the situation before they separate the two parties - legitimate and fraud.

At present, even with the high level complaints team, chasing the OP may be put on-hold until the fraud is proven.

In reply to a post by derekdel:

Sorry it was an email letter sent to my old BT email address from Libby Barr. The Debt company does not have my current postal address, it only has my previous postal address.

Both the debt collector company and BT have sent letters to my old postal address, this was confirmed to me by the lovely debt collector company on the phone after I called them.

Sorry to keep on sounding doubtful, but are you sure this isn't a scam email?

I get several, often brilliant spoof HMRC or Companies House ones. The latest are Manchester Police over a speeding offence - on a road I often use. Manchester Police have had to issue a big warning on their website that this is not a real email, because of the number of people calling them.

Where did you get the phone number to ring the debt-collector company?

BT has my current address. All very annoying and trying to explain these details to BT, more frustrating. I have tried twice today with over 1 hr on the phone to deepest india for to be put on hold for over 35 mins then cut off.

If it is a scam email it wouldn't be surprising they don't know what you are talking about.

The service listed on my Equinox account is showing in my name for a service I never had taken out over 8 years after I left the previous address. My credit score is shot to C**P because of this!

Hence the reason behind trying to get someone in the UK.

*edit* the crazy thing is my credit score is showing a payment to BT last month, not from me or at least from my account!

Sorry, I don't know what an Equinox account is. Is it the debt-collector company? If so, hmmmm. I don't think so.

How does your credit score (where) hold recent payment details. I could be wrong, but I though credit agencies such as Experian and Equifax (Ah!!! is that who you mean?) just recorded general financial information about you, not detailed transaction history such as BT bills and payments.

Equinox/Equifax...... post edited due to unnoticed auto correct!

It's not a phishing email, there were specific contact details only BT know [hopefully] i never click on link within emails anyway.

I looked up my credit score from my main desktop pc. All the failed and paid transactions are there under my name at a previous address.

I carefully searched for the Debt collector company to verify their details and that the number was correct, I gave incorrect details to them in the first instance to make sure it wasn't a scam also, if it was a scam they wouldn't of challenged so much misinformation I supplied them.

Equifax holds and records enough details to track payments made on time or missed.

OK, my apologies for doubting.

No apology needed Bob
I have been worked up all day because of this & have spent most of the day trolling through archived emails, I keep every email and they go back to 2004.... yes I am sad.

Emails sent out to the respective people in charge.

Worst of it is my last bill at McDs cost more than the blinking 'debt' Well and my credit rating looking like *********

This has now been resolved, the inaccuracies were the fault of BT and their billing departments.

BT please ditch the overseas 'customer care services' as they are costing you money and they don't work!

A huge thanks to the elc departments

In reply to a post by PaulKirby:

In reply to a post by mikejp:

[email protected]

Email the CEO and tell him what you think.

He is the CEO of BT Group, try [email protected] who is the chairman of BT.

Or maybe email both.

Paul

Well when I had a problem Gavin was the person I emailed and [censored] happened the very next day - He even replied!

In reply to a post by 23Prince:

In reply to a post by PaulKirby:

In reply to a post by mikejp:

[email protected]

Email the CEO and tell him what you think.

He is the CEO of BT Group, try [email protected] who is the chairman of BT.

Or maybe email both.

Paul

Well when I had a problem Gavin was the person I emailed and [censored] happened the very next day - He even replied!

Well think about it, the CEO of BT Group will have access to information both sides, so yeah, Gavin should be able to help.

At the time I just had enough so I just emailed both along with a forwarded copy that I sent my local MP, I got a case handler at BT phone me very quick.
I know one of my emails was in detail stating there shouldn't be an issue, so why is there.

Also my case handler never spoke about Gavin nor BT Group, they did mention the Chairman's Office a lot, so I assume he was the one that got our FTTP ordering resolved.

Also our complaint had escalated to the chairman's office probably down to my local MP being involved.

I know at one point that there was a load of fobbing off talk, but due to my background and type of work I did, most of the excuses / fobbing off from openreach then stopped and engineers were booked and it was installed.

You might of just been lucky or if there was a complaint made then it might of got moved over to the chairman's office.

I know in my case there were loads of notes on the account that BT Staff had to read before talking to me on the phone LOL.

But at the end of the day, things like this shouldn't happen and we shouldn't have to resort to sending emails to people higher up in the company to get something fixed or resolved.

Paul

In reply to a post by derekdel:

This has now been resolved, the inaccuracies were the fault of BT and their billing departments.

BT please ditch the overseas 'customer care services' as they are costing you money and they don't work!

A huge thanks to the elc departments

Good news, hopefully your credit rating has been restored as well?

Yes credit rating is back to normal also thankfully

The ISP switch still treating you well?

Glad to hear the credit is restored, there is a definite need for UK based support and cases like this one really highlight that!