21.10.04

Service non-provider...



A couple of days ago, I arranged to meet Gavin at the bank where I paid some bills, including my phone bill. Yesterday, I picked up my phone only to be connected to BT, and told I was not being charged for the call, but that I ought to have my account number ready. I was told that there was £20 outstanding on our account from 20 September. I told the woman that I had paid the £49 requested the day before. She informed me that I would be reconnected within 2 to 24 hours. I had to make a phone call at 3pm, and was redirected to BT, told I wasn't being charged for the call, and advised to have my account number ready. The woman I spoke to did not listen to a word I was saying, and told me that there were plenty of other telephone companies that I could use if I was unhappy.The phone, she said, would be reconnected by 5pm. This morning, I picked up the phone and was told I was not being charged for the call, and that I should have my account number ready. I told the woman that it had been over 24 hours. She told me that the engineers were reconnecting it as we spoke. I tried again at 11.30, and was advised I was not being charged for the call, and that I should have my account number ready. All the advisors were busy, but I could request a free ringback if I wanted. I wanted. I decided to complain. I phoned the complaints number and was put on hold, where I waited for 10 minutes before trying again. This time I was told that there was £20 outstanding from my August bill - although the person did concede that my account was now clear. She then told me that the engineers are working on the exchange, and that there was a 'data freeze' until 26 October. They disconnected me immediately prior to putting a 'data freeze' on, and 24 hours after the bill had been paid, and then lied to me about being reconnected within 2-24 hours. I made my complaint. I will, apparently, get a letter. My ringback came, and I spoke to yet another person. This person told me that there was £20 outstanding from July!, that I hadn't paid a phone bill since June! When I told him that this was simply untrue, he admitted that it was outstanding from September, and that I now owed no money. Still, the 'data freeze' remains in force until 26 October. I'm not impressed, and will be moving all my business to the company that provides my office phone and broadband.

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