The BT Experience

Now we’ve all experienced a frustrating moment with a big supplier so I thought I’d share my story about BT and the wonders of the digital world.

I live in a shared house, my friend passed away and his name was on our BT phone bill. I thought there would be a simple procedure for transferring his name to my name, so I can continue with the contract we’ve had in place for almost 3 years and ensure the credit on our account remains there and not in the pockets of BT.

I called BT and explained the situation, the Indian lady couldn’t help but said she would put me through to some one who could so I got transferred to another department and spoke to a Welsh lady. As the previous lady did not inform this person of the situation I went through the story again only to find out I had been put to the sales department and was trying to be sold a new 12 month contract. Not exactly what I had in mind. The welsh lady was very apologetic and couldn’t quite understand why I had been put through to her either and so transferred me again…to an unnamed department. I spoke to an Indian gentleman, where once again, I had to re-lay all the information for a third time.

Just to keep you all up to speed, this is the second time I had called BT and they had recently sent a letter to the deceased to say the account was closing which was then followed by a second letter to the deceased with a cheque for him to cash. Clever people those BT lot.

So after going over and over my point of just wanting to transfer the name into mine as two of us are still living in the house and we want to keep the contract in place, I kept getting a no. It turns out there is no procedure in place within British Telecom if a loved one dies and you need to take over the account. As you can imagine, I was pretty angry by now and asked to speak to a manager. Time on Phone: 15 Minutes

The manager – Vivek Singh – decides its best for him to handle negotiations by telling me that we’re all human and he understands my pain. He tells me that there is nothing they can do, I can only transfer the contract into the name of his mum or dad. After explaining that the guy had not been living with his parents for a good many years and I was in a contractual housing agreement with him I discovered this wasn’t good enough. Vivek was actually asking me to call his parents, who are grieving and ask them to look after the phone bill of a couple of people they no longer have a tie too. When I relayed this information to him his response was ‘I understand what you are going through’ and that ‘BT have legal guidelines’

So I decided to take the complaint approach, seeing as he couldn’t help me I asked to speak to someone where I could log a complaint so that these guidelines could be reviewed by someone higher up the chain of command. His response was that ‘job titles didn’t matter’ and that ‘he was the highest point of contact’ and that these are ‘legal guidelines’ I think someone may have been overstating their importance within the company a little…

After 30 minutes of pain on the phone, I decided to hang up and vent my frustrations on Twitter. Now, if you’ve never used Twitter now is the time to start! Guess who followed me? BTCare!

@ewilko Hi, is there anything that I can do to help with your problem?

Ha ha, brilliant…so 30 minutes talking to 4 members of staff and nothing. 30 seconds of bad mouthing them to  thousands and an instance response.

Hi ewilko,

I have been having a look at what has been happening on twitter and I can get this sorted out for you but I need a few details first please.

Could you drop me a reply with the telephone and account number in question and what’s been happening so I take a look for you?  If its easier for you to use twitter just follow my BTcare profile and we can discuss it that way too.

I just need a few details to track down the account in question and for security reasons.

Cheers

Craig
BTCare

So I have emailed them with my details to have a look at my account and look at the reply…

Thanks for getting back to me. This is no problem and I’ll get it sorted out for you right away.  It is quite a simple request really so I am sorry that it was not handled quickly and easily as it should have been.

I cant do anything quite yet but I have everything that I need so I will drop you an email when I have everything sorted out.

If you have any questions or anything else you would like help with just drop me a reply or a tweet and I’ll be happy to help.

Thanks

So I am waiting to see if anything happens! I do feel sorry for all of those people that have been through the pain of BT and have not discovered Twitter yet.  It seems that if you want something done, moan about it big style on Twitter – a potential 6 million people might read how badly a company is treating you and feel the urge to do something about it.

I’ll keep you updated!

Other links that might be of interest:

http://www.btcomplaint.com/

http://forums.moneysavingexpert.com/showthread.html?t=201488

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