Hi,
this was a complaint about your representative, with the name of Patrick, and should be sent to the representatives superior.
Sincerely,
Erik Ribsskog
On Fri, Jun 26, 2009 at 4:40 AM, Residential Services <residential.services@bt.com> wrote:
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days.
| Subject |
| I want to complain - I have a complaint about my service - I have a general complaint |
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| Discussion Thread |
| Response (Sushma Govindaswamy) | 06/26/2009 04:40 AM |
Dear Mr Ribsskog,
Thank you for your email dated 25/06/09 regarding the monthly payments.
I am sorry that you are unhappy about the increase in your monthly payments and I apologise for the inconvenience caused if it was informed to you as requested. It is valid and sensible as an unexpected expenditure is always a cause for worry. If one is forewarned it helps in accepting the situation and mentally be prepared for it. However, usually any change in the monthly payments is notified on the first page of the bill.
The monthly amount is calculated according to the
• Cost of calls
• Rental charges
• Brought forward amount if any
Any change in the above charges, your monthly payment is likely to
increase or decrease according to the bill amount.
There was bill produced on 21/05/09 for £206.67. I am afraid the usual monthly payment of £45.00 was not sufficient to cover your bills. This is why your monthly payments were due to be increased.
Your ‘Monthly Payment Plan’ is subject to a credit limit, which is equivalent to three and a half times your monthly payment. Once your account reaches this limit - either in credit or debit - we automatically reassess your payment amount.
If your account is in credit, we will reduce your payment accordingly and refund the credit to your bank account. If it is in debit, we will increase your payment amount. We will tell you about this increase on your statement before we do it.
However, I have sent
your comments to the advisor’s manager to check the details and keep you informed about the situation.
Please contact me if there is anything else I can help you with.
Thank you for contacting BT.
Yours sincerely,
Sushma G
eCoantact Customer Service
Ref: 090625-019223
This email contains BT information, which may be privileged or confidential. It's meant only for the individual(s) or entity named above. If you're not the intended recipient, note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately on the email address above. Thank you. We monitor our email system, and may record your emails.
British Telecommunications plc
Registered office: 81 Newgate Street London EC1A 7AJ Registered in England no: 1800000 |
| Customer (Erik Ribsskog) | 06/25/2009 12:10 PM |
I want to compain about your representative Patrick, who called me on 14/6.
My monthly payment-plan amount had been reset from £40 to £88 a month, witout me getting a proper notification.
Your representative Patrick, said in the phone-call, that you had notified my on my online phone-bill, about this, but I don't consider this a proper notification, since this isn't necesseraly somewhere one log in to and check all the details around, regurarely.
I would have expected to recieve a proper notification about things like this, to keep track on bills.
What's the point of having a monthy payment plan, if BT mess with it like this??
Further, in the call, your representative told me, that the lowest amount, that the
monthly payment-amount, could be reset to again, was £71.50.
Where as, when I loged in to my account today, I found, that the amount could easily be reset to £46.
Which was in the region that I asked the bill to be reset to (£45.00), in my initial e-mail about this.
So your representative, told me a direct lie, when this was brought up, in the phone-call, on 14/6.
So I expect you to fire this representative who told me this lie, and investigate why he did this, and report back to me with your findings.
Sincerely,
Erik Ribsskog |
| Auto-response | 06/25/2009 12:10 PM |
This is an automatic response, please don't reply to this address.
Thanks for contacting us, we will reply to you as soon as we can.
The reference number for your email is 090625-019223.
If you need to contact us again before we reply, please tell us your
reference number. The best way to contact us is by visiting
www.bt.com/help/contactus.
For help and advice 24 hours a day please visit www.bt.com/help.
Kind regards,
eCustomer Services Team
This email contains BT information, which may be privileged or confidential. It's meant only for the individual(s) or entity named above. If you're not the intended recipient, note that disclosing, copying, distributing or using this
information is prohibited. If you've received this email in error, please let me know immediately on the email address above. Thank you. We monitor our email system, and may record your emails.
British Telecommunications plc
Registered office: 81 Newgate Street London EC1A 7AJ Registered in England no: 1800000
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| Question Reference No090625-019223 |
| Date Created: | 06/25/2009 12:10 PM |
| Last Updated: | 06/26/2009 04:40 AM |
| Status: | Closed |
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| Firewall: | No |
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This electronic message contains information from British Telecommunications plc, which may be privileged or confidential. The information is intended for use only by the individual(s) or entity
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electronic message in error, please notify me by telephone or email (to the number or email address above) immediately.
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