Hofully if he is based in the UK you may get somewhere. My experience of Indian call centres is they are a waste of space and yoou cannot resolve anything with them and they refuse to escalate an issue..

It is also better to deal with these sort of issues by email or letter. They don't like that but you are legaly entittled to do so and it gives you a proper audit record should you need to take it to the small claims court. Usually with BT they ignore you untill you serve the small claims court papers on them once you do that they start to pay attention. You need to take it through BT;s formal complaints procedure first though and that can be a major challange

Hi monsieur_goat

I have checked and I don???t seem to have received any messages from you, if you could send me your details via http://bt.custhelp.com/app/contact_email/c/4950 I will look into this for you

Regards David

Here's a little update ... BT have made a derisory offer of £20 compensation for the inconvenience caused by their error. Their actions meant that I incurred hundreds of pounds of costs including broadband disconnection and reconnection charges. They originally said they would pay them. But now they are only offering me £20 in the hope that I will go away.

Absolutely disgusting!

Go to the Executive Level complaints channel as described ([email protected]).

If that fails, lodge a small claims court case, there is no excuse or reasonable explanation to their behaviour!

Matt

There's no "e" at the end of livingston. That address won't go anywhere. (Unless they have also allocated the wrong one and redirected it, just in case).

Edited by RobertoS (Thu 02-Aug-12 18:35:34)

Email the CEO, Ian Livingston and include your full details including account holders name, account number, telephone number (With STD) and if possible, a mobile number.
Whenever I've had serious problems with BT, a single email with a description of the problem has always got their immediate attention which has in turn resulted in a swift resolution and satisfactory outcome.

I got no satisfaction even after contacting Ian Livingston following the lies told me when cancelling my landline & broadband with BT. A brief summary.

After many years of using their service and, due to the distance from the exchange, suffering a low broadband speed decided to move to Virgin cable taking my landline number with me.

Monday 15th I get a voice txt from bt asking me to phone (0800 587 7214) regarding any termination charges to my account (0800 587 7214). The lady told me I was out of contract and no charges were due. She also confirmed my account detail and the date my services with bt would end.

Wednesday 17th a letter arrives stating they are charging a £30 `broadband disconnection fee`. I again phoned the number and this time was told the woman on monday was wrong and its in the online t&c`s you agree to by using our services. I eventually found them but once again said I was not told this during the conversation on monday. The BT rep also said it was my fault for not requesting a mac code. Err that would be pointless as im moving to cable and its not through your exchance.

Contacting the ceo got the reply that the call on monday would only be relating to any cancellation charges due on my contract and the £30 charge is in the t&c`s. I responded stating that the voice txt stated Termination charges NOT contract cancellation but received the same response again saying its in the t&c`s.

Looks like I have no option but to pay for the privilege of leaving BT. As for their constsnt `We hope youll come back to BT soon` not till hell freezes over

You were charged the Openreach line disconnection fee. This applies whenever no MAC for transfer of service to a new ISP was used. You moved to cable so no MAC = fee charged. It will be in the contract somewhere for sure.

Yes, buried deep within theri online t&c`s among the 6000+ word which we are supposed to read every time they decide to make a change in their favour. Where BT fall down is not stating this when you are asked to call them regarding termination charges. The excuse given was that call only relates to any charges for terminating the contract early (Yet I was years out of the minimum contract!) so wonder why I ot the txt in the first place.

By the way, I guess all you BT users got your email stating that both their `free` webspace and BT talk services are being stopped.