This morning, I contacted BT, to cancel my Dad's broadband...
On May 4th 2009, I set up a broadband and phone account for him, so that he could stay in touch with me (when I was living in Munich) and his family around the UK.
Back then, his laptop was fairly new and his eyesight was much better. As of 2012, his laptop is dead and he doesn't want another one; it is too much for him to deal with. He will be 80 next year.
Long story short: after waiting over 20 minutes on the BT website for online chat with a BT drone, 'Stevie' finally came online. It turns out that they are wanting to charge him £75.77 for REMOVING the broadband from his account, leaving only the telephone.
Sounds simple.
No. This is BT.
Apparently, in June 2012 he agreed to a new contract which runs until June 2013.
News to me.
Thing is, all he remembers is complaining to me that they were trying to increase his direct debit from £30 a month, to £70 a month. He remembers nothing about agreeing to a new contract.
What is more, we contacted BT over that matter. I have included the content of the letter dated 13th June 2012. It is pretty self-explanatory.
On May 4th 2009, I set up a broadband and phone account for him, so that he could stay in touch with me (when I was living in Munich) and his family around the UK.
Back then, his laptop was fairly new and his eyesight was much better. As of 2012, his laptop is dead and he doesn't want another one; it is too much for him to deal with. He will be 80 next year.
Long story short: after waiting over 20 minutes on the BT website for online chat with a BT drone, 'Stevie' finally came online. It turns out that they are wanting to charge him £75.77 for REMOVING the broadband from his account, leaving only the telephone.
Sounds simple.
No. This is BT.
Apparently, in June 2012 he agreed to a new contract which runs until June 2013.
News to me.
Thing is, all he remembers is complaining to me that they were trying to increase his direct debit from £30 a month, to £70 a month. He remembers nothing about agreeing to a new contract.
What is more, we contacted BT over that matter. I have included the content of the letter dated 13th June 2012. It is pretty self-explanatory.
warren.buckley@bt.com 10:33 (28 minutes ago)
to me Mr Potts
The £30 has nothing to do with a contract and I have waived any charges related to that as you requested.
The £30 is always charged if broadband is disconnected without is being transferred and reflects the work that has to be done to terminate the equipment.
It remains chargeable
Warren
Warren Buckley
Managing Director, Customer Service and Operations
BT Retail
Secretary – Norah Hayes
norah.hayes@bt.com
+44 20 7356 5431
to me Mr Potts
The £30 has nothing to do with a contract and I have waived any charges related to that as you requested.
The £30 is always charged if broadband is disconnected without is being transferred and reflects the work that has to be done to terminate the equipment.
It remains chargeable
Warren
Warren Buckley
Managing Director, Customer Service and Operations
BT Retail
Secretary – Norah Hayes
norah.hayes@bt.com
+44 20 7356 5431
csdirectorsteam@bt.com 14:20 (22 minutes ago)
to me
Hello Mark,
Thank you very much for your email to Warren, I’m sorry you and your Father feel so let down by us and I can completely understand your shock at being told about cancellation charges for the broadband service, especially if you weren’t aware of a new contract.
I’ve checked the account and on receipt of your father’s letter in June this year; he was given a discount of £10.85 per month; giving him broadband Option 3 and Evening and Weekend calls for £13.25 per month plus line rental on the basis of a new 12 month contract which started 20 June this year.
My colleague has noted on 20 June that he spoke to you or your father and agreed the new price while at the same time agreed to reduce the monthly direct debit amount. We also sent emails to your father about the changes but I’ve had a look at them and I’m concerned that they don’t clearly indicate a new price or new contract.
What I’ve done
On this basis, I’m happy to arrange cancellation of the broadband without enforcing any penalty.
Normally there is a separate £30 broadband cease charge. This is an industry standard charge and it applies when broadband is cancelled, whether or not it is in contract. This is a portion of the charge raised to us by our suppliers for the engineering work needed to remove broadband from a line. The only time this doesn’t apply is if broadband is transferred to another supplier on the same line using a MAC code.
To say sorry for the upset caused, I’ve arranged to waive this £30 fee as well.
What happens next
Broadband will be cancelled in 30 days; that’s the notice period required to cancel. On the next bill, due 25 February, your father will see a refund of the charges in advance for the broadband and calls package at £13.25 from 4 January- 25 February and he’ll be charged for line rental only from that date. I’ve been able to get Unlimited Evening and Weekend calls at no extra cost for him so from 4 January he’ll pay £14.60 per month (changing to £15.45 5 January) and this covers line rental and Unlimited Evening and Weekend calls, the same calling plan he has now.
Thank you very much for getting in touch and for giving me the chance to put this right for you. If there’s anything else I can do for you please don’t hesitate to contact me and I’ll be delighted to help.
Getting in touch with me
You can reach me by email or on my direct number 01977 596 877. If I’m not around when you call please leave me a voicemail and I’ll call you back as soon as I’m free. If I don’t hear from you by Friday 7 December I’ll take it that everything’s ok and close your complaint.
Have I been helpful?
When your complaint is closed you might get a survey emailed you a few days later. I'd really appreciate it if you could take a few minutes to fill it out for me. The feedback you provide will be passed to my manager as all the questions are about me personally and what I've done for you. There's also a section at the end which allows you to I’ve feedback on BT in general.
Best wishes
Sarah
Sarah McCormick
Executive Level Complaints
Direct line: 01977 596877
Email address: csdirectorsteam@bt.com
Office hours I’m usually in the office between 8am and 4pm or 10am and 6pm
This email contains BT information, which may be privileged or confidential.
It's meant only for the individual(s) or entity named above. If you're not the intended recipient, note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately on the email address above. Thank you.
We monitor our email system, and may record your emails.
British Telecommunications plc
Registered office: 81 Newgate Street London EC1A 7AJ
Registered in England no: 1800000
csdirectorsteam@bt.com 5 Dec (2 days ago)
to me Dear Mr Potts
Thank you very much for your email and your feedback. I’m disappointed that you’re still unhappy with my suggestion on how to resolve this for you and I find it upsetting that you feel we have tried to bully or intimidate you. That is in no way my intention nor indeed Warren’s.
The broadband cease charge is an industry standard charge passed by the regulators and is a published price within our terms and conditions. You can see more detail at www.bt.com/terms
I fully understand that the implications of the new broadband discount may not have been clearly explained or outlined to Mr Potts and it was on that basis that I agreed to waive any cancellation charge. I recognise and really appreciate Mr Potts’ loyalty to us and we’d never intentionally upset him or do anything to jeopardise that.
If there’s something else you’d like me to do to resolve this for you, please let me know and I’ll be happy to consider it for you.
I’ve placed the order to cancel the broadband as detailed in my email yesterday; with effect from 4 January. After that, any broadband rental charged in advance will be refunded on the next bill.
You mentioned that you may refer the complaint to the Ombudsman, which of course is your right. Here’s the details you need to do that
Taking your complaint further
If you’d like to, you have the right to take your complaint outside BT. We’re a member of Ombudsman Services: Communications, who offer free, independent help to sort out disputes.
You can find out more at: www.os-communications.org or you can call them on either 0330 440 1614 or 01925 430049. You need to do it within six months of the date on this letter. They’ll tell you whether or not they can help, and if not they’ll tell you about any other options you’ve got.
I’m sorry we couldn’t agree on things and I wish you all the best with whatever you decide to do next
Best wishes
Sarah
Sarah McCormick
Executive Level Complaints
Direct line: 01977 596877
Email address: csdirectorsteam@bt.com
Office hours I’m usually in the office between 8am and 4pm or 10am and 6pm
This email contains BT information, which may be privileged or confidential.
It's meant only for the individual(s) or entity named above. If you're not the intended recipient, note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately on the email address above. Thank you.
We monitor our email system, and may record your emails.
British Telecommunications plc
Registered office: 81 Newgate Street London EC1A 7AJ
Registered in England no: 1800000
Think before you print. Please consider the environment before printing this email
to me Dear Mr Potts
Thank you very much for your email and your feedback. I’m disappointed that you’re still unhappy with my suggestion on how to resolve this for you and I find it upsetting that you feel we have tried to bully or intimidate you. That is in no way my intention nor indeed Warren’s.
The broadband cease charge is an industry standard charge passed by the regulators and is a published price within our terms and conditions. You can see more detail at www.bt.com/terms
I fully understand that the implications of the new broadband discount may not have been clearly explained or outlined to Mr Potts and it was on that basis that I agreed to waive any cancellation charge. I recognise and really appreciate Mr Potts’ loyalty to us and we’d never intentionally upset him or do anything to jeopardise that.
If there’s something else you’d like me to do to resolve this for you, please let me know and I’ll be happy to consider it for you.
I’ve placed the order to cancel the broadband as detailed in my email yesterday; with effect from 4 January. After that, any broadband rental charged in advance will be refunded on the next bill.
You mentioned that you may refer the complaint to the Ombudsman, which of course is your right. Here’s the details you need to do that
Taking your complaint further
If you’d like to, you have the right to take your complaint outside BT. We’re a member of Ombudsman Services: Communications, who offer free, independent help to sort out disputes.
You can find out more at: www.os-communications.org or you can call them on either 0330 440 1614 or 01925 430049. You need to do it within six months of the date on this letter. They’ll tell you whether or not they can help, and if not they’ll tell you about any other options you’ve got.
I’m sorry we couldn’t agree on things and I wish you all the best with whatever you decide to do next
Best wishes
Sarah
Sarah McCormick
Executive Level Complaints
Direct line: 01977 596877
Email address: csdirectorsteam@bt.com
Office hours I’m usually in the office between 8am and 4pm or 10am and 6pm
This email contains BT information, which may be privileged or confidential.
It's meant only for the individual(s) or entity named above. If you're not the intended recipient, note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately on the email address above. Thank you.
We monitor our email system, and may record your emails.
British Telecommunications plc
Registered office: 81 Newgate Street London EC1A 7AJ
Registered in England no: 1800000
Think before you print. Please consider the environment before printing this email
csdirectorsteam@bt.com 14:20 (22 minutes ago)
to me
Hello Mark,
Thank you very much for your email to Warren, I’m sorry you and your Father feel so let down by us and I can completely understand your shock at being told about cancellation charges for the broadband service, especially if you weren’t aware of a new contract.
I’ve checked the account and on receipt of your father’s letter in June this year; he was given a discount of £10.85 per month; giving him broadband Option 3 and Evening and Weekend calls for £13.25 per month plus line rental on the basis of a new 12 month contract which started 20 June this year.
My colleague has noted on 20 June that he spoke to you or your father and agreed the new price while at the same time agreed to reduce the monthly direct debit amount. We also sent emails to your father about the changes but I’ve had a look at them and I’m concerned that they don’t clearly indicate a new price or new contract.
What I’ve done
On this basis, I’m happy to arrange cancellation of the broadband without enforcing any penalty.
Normally there is a separate £30 broadband cease charge. This is an industry standard charge and it applies when broadband is cancelled, whether or not it is in contract. This is a portion of the charge raised to us by our suppliers for the engineering work needed to remove broadband from a line. The only time this doesn’t apply is if broadband is transferred to another supplier on the same line using a MAC code.
To say sorry for the upset caused, I’ve arranged to waive this £30 fee as well.
What happens next
Broadband will be cancelled in 30 days; that’s the notice period required to cancel. On the next bill, due 25 February, your father will see a refund of the charges in advance for the broadband and calls package at £13.25 from 4 January- 25 February and he’ll be charged for line rental only from that date. I’ve been able to get Unlimited Evening and Weekend calls at no extra cost for him so from 4 January he’ll pay £14.60 per month (changing to £15.45 5 January) and this covers line rental and Unlimited Evening and Weekend calls, the same calling plan he has now.
Thank you very much for getting in touch and for giving me the chance to put this right for you. If there’s anything else I can do for you please don’t hesitate to contact me and I’ll be delighted to help.
Getting in touch with me
You can reach me by email or on my direct number 01977 596 877. If I’m not around when you call please leave me a voicemail and I’ll call you back as soon as I’m free. If I don’t hear from you by Friday 7 December I’ll take it that everything’s ok and close your complaint.
Have I been helpful?
When your complaint is closed you might get a survey emailed you a few days later. I'd really appreciate it if you could take a few minutes to fill it out for me. The feedback you provide will be passed to my manager as all the questions are about me personally and what I've done for you. There's also a section at the end which allows you to I’ve feedback on BT in general.
Best wishes
Sarah
Sarah McCormick
Executive Level Complaints
Direct line: 01977 596877
Email address: csdirectorsteam@bt.com
Office hours I’m usually in the office between 8am and 4pm or 10am and 6pm
This email contains BT information, which may be privileged or confidential.
It's meant only for the individual(s) or entity named above. If you're not the intended recipient, note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately on the email address above. Thank you.
We monitor our email system, and may record your emails.
British Telecommunications plc
Registered office: 81 Newgate Street London EC1A 7AJ
Registered in England no: 1800000
Anoop Kumar Bhimavarapu: Hello. I'm Anoop Kumar Bhimavarapu. Thanks for that information, I'll check it and get back to you in a moment.
Anoop Kumar Bhimavarapu: Hello Mark
Mark Potts: Hello
Anoop Kumar Bhimavarapu: I'll just get your records up. Bear with me for a moment.
Anoop Kumar Bhimavarapu: Mark, I have checked the account and can confirm that there is an open complaint on the account. I will arrange for the call back as soon as possible, I am sorry that you did not receive the call back
Mark Potts: Please add this conversation to the record. I want to know why I didn't receive the promised call yesterday. WHY? If you book another call what guarantee do I have that anyone will call? You seemingly don't take complaints seriously.
Anoop Kumar Bhimavarapu: Mark, I am really sorry about the call back. I will arrange the call back for you. I can see that the complaint is open and we will take the consent from you once the complaint is resolved before closing it
Mark Potts: I still don't hear a reason why you failed yesterday. I want a reason.
Mark Potts: Could BT just not be bothered to deal with the complaint? This is exactly part of the reason for the complaint!
Anoop Kumar Bhimavarapu: I do understand your concern Mark. I am sorry for the inconvenience
Anoop Kumar Bhimavarapu: I have arranged the call back from the advisor who have promise the call back for you and will get back to you within 24 hours
Mark Potts: Still no reason... Well, you have been no help whatsoever.
Anoop Kumar Bhimavarapu: I am sorry for that, but I see that there is an call back which has been arranged so I request you to wait for the same. And the person who will be call you back will be able to assist you furtyher
Mark Potts: I think I'll complain directly to the company chairman and include this pathetic non communication as an example of how pathetic BT is.
Anoop Kumar Bhimavarapu: Mark, I definitely understand your frustration, If you wish I will get this escalated to my manager which is the best I can do
Mark Potts: Oh, so you'll log a complaint on the complaint that is already pending. Yes, do that and attch this conversation to that complaint.
Anoop Kumar Bhimavarapu: Sure, I will do that for you. Is there anything else I may help you with ?
Mark Potts: You haven't helped me at all. And still you failed to provide a reason WHY no one called, as promised.
Mark Potts: I think I'll take to twitter and see how the Twitterverse feels about BT's customer service.
Anoop Kumar Bhimavarapu: Mark, I can only inform you once I contact the person dealing with the complaint why the call back was not done. I will contact the person dealing with the complaint and arrange the call back from him
Mark Potts: Hopeless.
You have disconnected.
Lavanya subramani: Hello. I'm Lavanya subramani. Thanks for that information, I'll check it and get back to you in a moment.
Lavanya subramani: Hello
Lavanya subramani: Good afternoon :)
Lavanya subramani: Please bear with me while i check the account details
Mark Potts: How long am I expected to wait?
Mark Potts: I've been sat here half an hour already
Lavanya subramani: Mark I have checked the account details and notice that it is regarding the usage and the direct debit
Lavanya subramani: And also notice that once of my colleague have contacted you yesterday and notice that they have informed that they will reduce the monthly payment amount and also notice that they have offered unlimited anytime call add on
Mark Potts: In part. There should be a second complaint on file regarding your inability to phone me when you arranged to...
Lavanya subramani: Mark yes i notice that there is an complaint raised regarding the failed call back on 19/03/2015
Mark Potts: Hmmm. Yes. Unfortuantely for BT, in spite of specific instructions to deal with me ONLY and not to pester my 82 year old father, on thursday evening and yestreday afternoon, two different BT employees phoned my father on his MOBILE. Explain. And make it good. I wish to raise a complaint for each call that was made.
Mark Potts: So, that will make 4 complaints and you haven't even dealt with the first yet.
Mark Potts: At this point, Not onlly has BT harassed my father into buying something he doesn't understand, now they are harassing him again.
Lavanya subramani: Mark i do apologise for that
Mark Potts: Not accepted.
Mark Potts: Explain to me WHY THEY PHONED MY FATHER ON HIS NON-BT MOBILE! Was it because I said not to phone him on the landline? Are BT employees THAT stupid?
Mark Potts: I will be keeping a copy of the transcript of this call for use later, in court.
Mark Potts: I think that you need to arrange for someone more senior than the idiots that have so far called me to get in touch WITH ME AND ME ONLY.
Lavanya subramani: Mark as there was an complaint raised on the account thus the call back was arranged to get the issue sorted out
Mark Potts: Yeah. WITH ME on Wed afternoon.
Mark Potts: Which you failed to do. Calling the wrong number 23 hours later is unacceptable
Mark Potts: YOu had my number on file. I gave specific instructions which were quite clearly ignored
Lavanya subramani: I notice that on 19/03/2015 BT had tried contacting you on 07753270958 so as there was no response thus they have contacted to an alternative number to get the issue sorted out on 20/03/2015
Lavanya subramani: We have tried contacting you twice on 19/03/2015 at sharp 18:51
Lavanya subramani: And again we have tried contacting you on 18:56
Mark Potts: No. That is not true. On Thursday evening and Friday afternoon, before calling my contact number, each had called my father's mobile. Where did you get that number from?
Lavanya subramani: Is this the number 07756935551?
Mark Potts: No. You called me at 18:50 on 19/03/15 and 14:31 on 20/03/15
Mark Potts: Yes. Where did you get my father's mobile number?
Lavanya subramani: Mark as this number has been updated on the account as an alternative contact number thus we have tried contacting you on that number as you was not reachable on 07753270958
Mark Potts: That is your official excuse? WHERE DID YOU GET MY FATHER'S MOBILE NUMBER?
Mark Potts: I haven't given you that number.
Lavanya subramani: Mark this number will be updated while placing the order with BT ?
Lavanya subramani: I notice that this number has been updated in the order which was placed on 23/01/2014
Mark Potts: My father does not remmber giving you that number. He doesn't even know his mobile number.
Mark Potts: .DELETE THAT NUMBER FROM THE FILE, NOW!
Lavanya subramani: Mark I am afraid we will not be able to check who has given the number , But BT always tried to contact to the number which is updated on the account
Mark Potts: I have had enough of this.
Mark Potts: Have you added my latest two complaints?
Lavanya subramani: Yes i have deleted the mobile number 07756935551 from the account
Mark Potts: BT used sharp practices to sell a pensioner something he didn't understand and now, in spite of clear instructions to only call me, you harass my father.
Mark Potts: I take it that chatting to you is just a waste of my time as you can clearly do nothing but recite a script that is in front of you. Is that correct?
Lavanya subramani: I do apologise for that
Mark Potts: Yes, I know a little about call centre operations.
Mark Potts: Have you added the complaints?
Lavanya subramani: Mark I am trying to help you out that is the reason i checked all the notes and gave an update on it
Mark Potts: You have told me nothing I didn't already know and failed to help. Have you added the two new complaints to the file?
Mark Potts: |if not, do so, now.
Lavanya subramani: Mark as mentioned we have already rasied the complaint regarding the direct debit and regarding the usage details . And also we have added the notes regarding the call back
Lavanya subramani: As i am from complaints team i can get this sorted out i
Mark Potts: So the idiot I spoke to the other day hasn't added the complaint that you sold an 81 year old who understAND
Mark Potts: S NOTHING ABOUT THE INTERNET, something he didn't want or understand?
Mark Potts: This is a waste of time. I think it would probably be best if we terminate this and I contact Gavin Patterson directly.
Mark Potts: I think that maybe the media will be interested in how BT operates and gets business by conning pensioners. Remember, I can prove that when you sold my father the braodband and calls package, there was no internet usage for ten months.
Mark Potts: I think that proves he didn't know what he was buying, wouldn't you say?
Lavanya subramani: Mark i have checked the complaint and notice that there are notes left regarding that
Mark Potts: I did ask you to read the file BEFORE talking to me... Do any of you people actually listen?
Lavanya subramani: Mark as i am from billing team i am not trained on packages . So as the order is misold i would request you to have a word with the customer options team who will be able to check that for you . So would you mind if i call you and connect the call to the customer options team
Mark Potts: You said your were from complaints. make up your mind.
Lavanya subramani: We are from billing complaints team
Mark Potts: DO you have a Complaints Complaints dept?
Mark Potts: When I started this farce an hour ago, a callback would have been convenient but this has taken so long that I now have to go.
Mark Potts: Someone from BT may call ME and ME ONLY on Monday morning. 11am. 07753 270958. If I find you have pestered my father again, there will be no discussion. I shall commence legal proceedings.
Lavanya subramani: Mark i will update the notes on the complaint and will put the notes as to contact you on monday to the number 07753 270958
Lavanya subramani: Are you there?
Mark Potts: And, please ensure that whichever minion calls, that they know what they are talking about before the call. My patience with you people is thin to start with but I'm rapidly losing any patience I have.
Mark Potts: BT is a communications company and it is shockingly poor at its core task.
Lavanya subramani: Mark as we are updating the notes on the account complaint my colleagues will go through the notes before they call you
Mark Potts: They had better. This is the last chance for BT to appease me and sort this shameful mess out. My father is afraid to use the phone now so, Well done, BT!
Mark Potts: Good day.
Lavanya subramani: Mark i am sorry for all the troubles but i will make sure the notes has been updated on the account
Lavanya subramani: It was nice chatting with you, have a lovely day . Bye. Take care :)
Mark Potts: Platitudes do not impress me. Sorting this crap out would have. But, I guess you have to follow your script...
Lavanya subramani: I am sorry if you have felt in that way
Lavanya subramani has disconnected.
Anoop Kumar Bhimavarapu: Hello Mark
Mark Potts: Hello
Anoop Kumar Bhimavarapu: I'll just get your records up. Bear with me for a moment.
Anoop Kumar Bhimavarapu: Mark, I have checked the account and can confirm that there is an open complaint on the account. I will arrange for the call back as soon as possible, I am sorry that you did not receive the call back
Mark Potts: Please add this conversation to the record. I want to know why I didn't receive the promised call yesterday. WHY? If you book another call what guarantee do I have that anyone will call? You seemingly don't take complaints seriously.
Anoop Kumar Bhimavarapu: Mark, I am really sorry about the call back. I will arrange the call back for you. I can see that the complaint is open and we will take the consent from you once the complaint is resolved before closing it
Mark Potts: I still don't hear a reason why you failed yesterday. I want a reason.
Mark Potts: Could BT just not be bothered to deal with the complaint? This is exactly part of the reason for the complaint!
Anoop Kumar Bhimavarapu: I do understand your concern Mark. I am sorry for the inconvenience
Anoop Kumar Bhimavarapu: I have arranged the call back from the advisor who have promise the call back for you and will get back to you within 24 hours
Mark Potts: Still no reason... Well, you have been no help whatsoever.
Anoop Kumar Bhimavarapu: I am sorry for that, but I see that there is an call back which has been arranged so I request you to wait for the same. And the person who will be call you back will be able to assist you furtyher
Mark Potts: I think I'll complain directly to the company chairman and include this pathetic non communication as an example of how pathetic BT is.
Anoop Kumar Bhimavarapu: Mark, I definitely understand your frustration, If you wish I will get this escalated to my manager which is the best I can do
Mark Potts: Oh, so you'll log a complaint on the complaint that is already pending. Yes, do that and attch this conversation to that complaint.
Anoop Kumar Bhimavarapu: Sure, I will do that for you. Is there anything else I may help you with ?
Mark Potts: You haven't helped me at all. And still you failed to provide a reason WHY no one called, as promised.
Mark Potts: I think I'll take to twitter and see how the Twitterverse feels about BT's customer service.
Anoop Kumar Bhimavarapu: Mark, I can only inform you once I contact the person dealing with the complaint why the call back was not done. I will contact the person dealing with the complaint and arrange the call back from him
Mark Potts: Hopeless.
You have disconnected.
Lavanya subramani: Hello. I'm Lavanya subramani. Thanks for that information, I'll check it and get back to you in a moment.
Lavanya subramani: Hello
Lavanya subramani: Good afternoon :)
Lavanya subramani: Please bear with me while i check the account details
Mark Potts: How long am I expected to wait?
Mark Potts: I've been sat here half an hour already
Lavanya subramani: Mark I have checked the account details and notice that it is regarding the usage and the direct debit
Lavanya subramani: And also notice that once of my colleague have contacted you yesterday and notice that they have informed that they will reduce the monthly payment amount and also notice that they have offered unlimited anytime call add on
Mark Potts: In part. There should be a second complaint on file regarding your inability to phone me when you arranged to...
Lavanya subramani: Mark yes i notice that there is an complaint raised regarding the failed call back on 19/03/2015
Mark Potts: Hmmm. Yes. Unfortuantely for BT, in spite of specific instructions to deal with me ONLY and not to pester my 82 year old father, on thursday evening and yestreday afternoon, two different BT employees phoned my father on his MOBILE. Explain. And make it good. I wish to raise a complaint for each call that was made.
Mark Potts: So, that will make 4 complaints and you haven't even dealt with the first yet.
Mark Potts: At this point, Not onlly has BT harassed my father into buying something he doesn't understand, now they are harassing him again.
Lavanya subramani: Mark i do apologise for that
Mark Potts: Not accepted.
Mark Potts: Explain to me WHY THEY PHONED MY FATHER ON HIS NON-BT MOBILE! Was it because I said not to phone him on the landline? Are BT employees THAT stupid?
Mark Potts: I will be keeping a copy of the transcript of this call for use later, in court.
Mark Potts: I think that you need to arrange for someone more senior than the idiots that have so far called me to get in touch WITH ME AND ME ONLY.
Lavanya subramani: Mark as there was an complaint raised on the account thus the call back was arranged to get the issue sorted out
Mark Potts: Yeah. WITH ME on Wed afternoon.
Mark Potts: Which you failed to do. Calling the wrong number 23 hours later is unacceptable
Mark Potts: YOu had my number on file. I gave specific instructions which were quite clearly ignored
Lavanya subramani: I notice that on 19/03/2015 BT had tried contacting you on 07753270958 so as there was no response thus they have contacted to an alternative number to get the issue sorted out on 20/03/2015
Lavanya subramani: We have tried contacting you twice on 19/03/2015 at sharp 18:51
Lavanya subramani: And again we have tried contacting you on 18:56
Mark Potts: No. That is not true. On Thursday evening and Friday afternoon, before calling my contact number, each had called my father's mobile. Where did you get that number from?
Lavanya subramani: Is this the number 07756935551?
Mark Potts: No. You called me at 18:50 on 19/03/15 and 14:31 on 20/03/15
Mark Potts: Yes. Where did you get my father's mobile number?
Lavanya subramani: Mark as this number has been updated on the account as an alternative contact number thus we have tried contacting you on that number as you was not reachable on 07753270958
Mark Potts: That is your official excuse? WHERE DID YOU GET MY FATHER'S MOBILE NUMBER?
Mark Potts: I haven't given you that number.
Lavanya subramani: Mark this number will be updated while placing the order with BT ?
Lavanya subramani: I notice that this number has been updated in the order which was placed on 23/01/2014
Mark Potts: My father does not remmber giving you that number. He doesn't even know his mobile number.
Mark Potts: .DELETE THAT NUMBER FROM THE FILE, NOW!
Lavanya subramani: Mark I am afraid we will not be able to check who has given the number , But BT always tried to contact to the number which is updated on the account
Mark Potts: I have had enough of this.
Mark Potts: Have you added my latest two complaints?
Lavanya subramani: Yes i have deleted the mobile number 07756935551 from the account
Mark Potts: BT used sharp practices to sell a pensioner something he didn't understand and now, in spite of clear instructions to only call me, you harass my father.
Mark Potts: I take it that chatting to you is just a waste of my time as you can clearly do nothing but recite a script that is in front of you. Is that correct?
Lavanya subramani: I do apologise for that
Mark Potts: Yes, I know a little about call centre operations.
Mark Potts: Have you added the complaints?
Lavanya subramani: Mark I am trying to help you out that is the reason i checked all the notes and gave an update on it
Mark Potts: You have told me nothing I didn't already know and failed to help. Have you added the two new complaints to the file?
Mark Potts: |if not, do so, now.
Lavanya subramani: Mark as mentioned we have already rasied the complaint regarding the direct debit and regarding the usage details . And also we have added the notes regarding the call back
Lavanya subramani: As i am from complaints team i can get this sorted out i
Mark Potts: So the idiot I spoke to the other day hasn't added the complaint that you sold an 81 year old who understAND
Mark Potts: S NOTHING ABOUT THE INTERNET, something he didn't want or understand?
Mark Potts: This is a waste of time. I think it would probably be best if we terminate this and I contact Gavin Patterson directly.
Mark Potts: I think that maybe the media will be interested in how BT operates and gets business by conning pensioners. Remember, I can prove that when you sold my father the braodband and calls package, there was no internet usage for ten months.
Mark Potts: I think that proves he didn't know what he was buying, wouldn't you say?
Lavanya subramani: Mark i have checked the complaint and notice that there are notes left regarding that
Mark Potts: I did ask you to read the file BEFORE talking to me... Do any of you people actually listen?
Lavanya subramani: Mark as i am from billing team i am not trained on packages . So as the order is misold i would request you to have a word with the customer options team who will be able to check that for you . So would you mind if i call you and connect the call to the customer options team
Mark Potts: You said your were from complaints. make up your mind.
Lavanya subramani: We are from billing complaints team
Mark Potts: DO you have a Complaints Complaints dept?
Mark Potts: When I started this farce an hour ago, a callback would have been convenient but this has taken so long that I now have to go.
Mark Potts: Someone from BT may call ME and ME ONLY on Monday morning. 11am. 07753 270958. If I find you have pestered my father again, there will be no discussion. I shall commence legal proceedings.
Lavanya subramani: Mark i will update the notes on the complaint and will put the notes as to contact you on monday to the number 07753 270958
Lavanya subramani: Are you there?
Mark Potts: And, please ensure that whichever minion calls, that they know what they are talking about before the call. My patience with you people is thin to start with but I'm rapidly losing any patience I have.
Mark Potts: BT is a communications company and it is shockingly poor at its core task.
Lavanya subramani: Mark as we are updating the notes on the account complaint my colleagues will go through the notes before they call you
Mark Potts: They had better. This is the last chance for BT to appease me and sort this shameful mess out. My father is afraid to use the phone now so, Well done, BT!
Mark Potts: Good day.
Lavanya subramani: Mark i am sorry for all the troubles but i will make sure the notes has been updated on the account
Lavanya subramani: It was nice chatting with you, have a lovely day . Bye. Take care :)
Mark Potts: Platitudes do not impress me. Sorting this crap out would have. But, I guess you have to follow your script...
Lavanya subramani: I am sorry if you have felt in that way
Lavanya subramani has disconnected.
