Rang BT on 14th January 2009 with the intention of having my telephone line reconnected to BT. The cost was £122.33p This amount was taken out of my account the following day. A few day later I decided that I was going to stay with my current supplier and rang BT to cancel and asked for my money back. I also sent a letter to confirm my cancellation. Someone from BT did ring me to find out why I had cancelled. Since then I have rung BT several times on their help line which turns out to be a call centre in INDIA. Each time I rang I was given different reasons why my money had not been returned to me. I then wrote a letter to a Mr Nigel Stagg, Managing Director, Customer Services to enlicit his help. He has not replied to me. I then wrote an email to BT at their residential services. I had a reply in which it states that they can find that there is credit of £122.33p on my account and that they have "raised an urgent request to their offline billing department to refund this amount and that I will receive this amount once my final bill is produced"I have never had a bill from BT so what are they talking about? I dont think that BT care about anything or anybody. I once read ina book called "How to complain and get results" that BTs Customer Services departments and help lines are more akin to brick walls (good for banging your head against but little else) I have now found out just how true that remark is, but I will battle on.

Had a BT line under my dads name, as I lived with both my parents. My dad passed away in september, the day after he died I phoned all the companies to inform them, and get everything changed to my mums name, including BT. They said they had just sent a bill so to ignore it, and wait for one under my mums name, so we did. However, we got no bill under mums name, instead we got a letter from BT saying they were charging us a late payment fee for not paying the bill. I phoned them up, explained I was told not to pay it, they said well we should have paid dads bill, I told them I wanted the late payment charge removed (when asked why, I explained a dead man could not exactly go to the post office to pay a bill lol!) They agreed and took the charge off, I said I wanted future bills paid by direct debit so they said they would send me a mandate. Did I get it? No, instead I got another charge for not paying my next bill by direct debit. I oly asked for a mandate because the last two times I had tried to set up a dd over the phone, it never seemed to happen and I am frankly sick of paying them an extra £4.50 a quarter lol! Anyway, eventually got another mandate, sent it back, and got a letter saying that because I AM NOT MY DAD, my dd cant be set up. Apparantly, my deceased father has got to authorise the account to be set up with a dd, and not my mums whose name the account is supposed to under (and the last bill was sent to!) This letter was addressed to the estate of my father! They know he is dead! How useless can one company be? I thought they couldnt get any worse. I was very wrong.

This is an ongoing complaint about BTthat has not been dealt with.
I changed my mobile package to 600 free minutes and 400 free texts to start in September 2008. This was arranged over the phone. I was sold e phones.
I e mailed and phoned to report this on several occasions but was not dealt with properly and still my new package was not applied and I was charged for minutes that I had used because I was assured that I was on the 600 free minute package, in addition I was charged GPRS although I was told this was free.
I e mailed to the complaints on the following occasions;
13/11/2208 - ref. 081113002474
18/11/2008 no reference given just notification that mt compaint was passed to a complaints manager.
I wrote to the company after obtaining the address from a sales advisor detailing all of the problems I was encountering.
I again e mailed on the following ocasions;
07/12/2008 ref 081207000898
11/12/2008 no reference given, but a note from Sajiad Ahmed saying he hadn't received my previous e mail.
I am given the number over the pnone of a Louise Maher but after trying over 25 times the line is constantly engaged.
12/12/2008 reference 081212005101
Still I have not had a response.
I cancelled last months direct debit as I have been grossly over charged and cannot get an answer to any of my e mails.
My outgoing calls have been suspended.
today Ihave tried to ring Louise Maher 7 times but still no answer.
I have tried to contact OTELO and they require a deadlock lettet to be able to take on my complaint.
I need someone to respond as a matter of urgency.