I have just to-day woken up to two things. The first is that BT really are BANDITS who are only interested in making massive amounts of money and they do not care how they accomplish that. The second is that BT is a company with no scruples and even less style.
What has gotten me so riled up is not :
- BT’s EXTREMELY poor broadband provision;
- BT’s massive and unreasonable broadband charges;
- BT’s silly and impenetrable call charge structure;
- BT’s daft six page basic bill that attempts to hide the real costs behind a smokescreen of drivel;
No… all these things are really frustrating and make the blood boil but what I am really, truly and deeply angry about is:
- BT’s Payment Processing Charge;
- BT’s customer Service ethos.
Now the first thing makes me so angry because I always pay my bill on time and by cheque. I really begrudge these robbers taking £4.50 extra from my pocket just because I don’t want them having access to my bank account through a direct debit system. Let’s face it this shower of thieves is so incompetent I doubt if my bank details would be safe in their hands!
Why should I have to PAY these tubes extra for the delightful task of paying their already over-inflated bill? This is a disgrace. It is nothing short of robbery.
If you agree… then please feel free to add your supportive comment here. And while you are at it you might want to sign a wee e-petition to the Prime Minister telling him to move his lardy and lazy frame and look into this issue quickly. You can find that petition here:
Do it now…eh?
Of course the second thing that makes my blood boil is BT’s Customer Service ethos – for want of a more fitting word! When I recently rang to ask about this charge and to express my strong objection to it the little people in the Belfast call centre displayed that they really are little – little in mind, bereft of understanding and lacking in even the rudiments of customer care. Well… the managers anyway. The poor guy who took my call sympathised but said he could do nothing. I hadn’t expected him to do anything and I got exactly what I’d expected!
The BT Belfast supervisor lass’s response to my request to lodge a complaint was to say that she would add a note to my account. As helpful as sun tan lotion in the Arctic! Requests to speak with someone who could take a complaint seriously were met with incredulous stonewalling and eventually a duty manager. Her duty turned out to be to keep telling me I was wrong and wasn’t listening to her speaking. I thought the job was for them to listen to us but apparently not!
Eventually this jumped up little jobs-worth very helpful individual decided to just cut me off. A brilliant ploy in the battle for customers. I know everyone in BT’s phone book will be really glad to hear that the way they deal with complaints is just to put down the phone. It’s easy when you are hiding behind a large company where everyone has the same luxury as the royal family – only known by christian first names!
The Customer Services Manager I eventually tracked down on my second call, and after my elongated navigation of BT’s silly answer phone system, proved to be JUST AS HELPFUL as the duty manager. When I asked to speak with one of their Complaint Review Managers (according to the back of my bill they exist!) I was told by the CSM that she did not know who that was or where I might be able to find one. So… I gave up… for the evening.
BUT… I have not gone away! I want my money back! This charge is unfair and disgraceful. I also want an apology from the BT big chiefs for the way the managers treated me. I was just asking a simple question at the beginning of the call …. but you have lost a friend for the remainder of my life!!
And.. I suspect I have not been the only one who has witnessed this disreputable side of BT’s customer relations. My revenge will be swift and final…. there must be other providers out there who treat customers as customers and not prisoners.
Anybody like to share their experiences of companies that are better than BT?