It's terrible that my very first post would have to be about customer service.
This have cheesed me off to the point where I have to find a way to tell anyone who cares what it's like being a british customer.
On the 6th of Jan a BT engineer arrived to install a phone line. We couldn't find a line that was supposed to be in the house (apparently) and as a result he said that he cannot install it. That same afternoon I phoned and spoke to their Customer service and a friendly lady told me everything is fine and that the account will be cancelled since they cannot provide service.
Last month end I receive a £165 invoice from BT. A charge of £122 for the installation as well (which is supposed to be free for new customers nowadays - that was what was agreed when booking the engineer. Phoned customer service. The guy at the other end is not very friendly and puts me on hold 3 times. In the last part of the conversation he agrees to get the charges overturned and close the account after I threw a couple of toys out the cot. I will not be billed further so I leave it there.
Tonight my internet banking statement reveals that they have charged the invoice amount to my bank account which was supposed to be cancelled. Phoning again. This time the new guy says he cannot find any info "or notes" on my account of the previous two phone calls in which both of the CSR's agree to cancel the account. A supervisor speak to me after holding for 27 minutes. He agrees to cancel the account and send me a cheque for the amount taken from my account... Let's see if it ever arrives.
There you have it. So, if you ever decide to get a phone line, use another third-party to get to deal with BT.
