Had an online advisor mis-sell my mum, who is a technophobe, a new 2 year contract and upgrade to the Halo1 package, under the promise it would solve our connectivity issues. It turns out, after speaking to a technical advisor over the phone, that it was a hardware fault and that the Halo1 package would not have helped in the slightest. BT have promised the world in the last two weeks, guaranteeing new upgraded packages at no cost, guaranteeing to get one person to take control of the matter and resolve the issues. Two weeks later, nothing has been resolved. They have breached the Data Protection Act by giving full access to the account to someone who was not the account owner (myself). All because one person who was meant to get back in contact with me, decided he would be better suited to pass the buck onto the Billing team within BT but never told them the details of the complaint. They also managed to delete our home phone number, which we've had for nearly 20 years. Then took over four days to do a simple reservation of the phone number to get it back.. Now having problems canceling the package and canceling BT services all together. Been on the phone with over six advisors in the past two weeks, all of which promise callbacks and never do. Now waiting for a managers call back who was meant to ring within 2-3 hours, now nearly 4 hours later....still waiting... Tried making a DSAR (Data Subject Access Request) four days ago, to get all of the information which BT holds about our account to pass onto a legal team to investigate. Been chasing it up for three days, just to get an email with a link on how to make the request. YOU DONT NEED TO DO THIS YOURSELF.. Ring up BT and they can do this for you over the phone, I tried to do this four days ago, but they didn't do it properly. Best advise for dealing with BT is get email communications and get a paper trail. You can also do the Data Subject Access Request and get all information held by BT on your account. Now 4 days late in getting the information from BT to pass onto lawyers to get us out of this ridiculous contract with zero support from any BT advisor. Definitely distance yourselves away from these fools. Attached is a photo of the email, names blanked out, of a response which came after four days of chasing the information request, which I made on the phone previously.
3 years ago
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