toResidential Services
dateWed, Sep 28, 2011 at 2:21 PM
subjectRe: Reminder/Fwd: Reminder/Fwd: Moving [Incident: 110924-004216]
mailed-bygmail.com
hide details 2:21 PM (0 minutes ago)
Hi,
this is not to my satisfactory at all.
You haven't replied about my Flickr-account which is very important to me, since it has a lot of important files/photos on it for my blog.
Also, that you use five or six monts to terminate broadband and the landline is something I want to complain about.
This makes my arrears with you much higher.
You shouldn't charge me for after 18/8, when I first told you that I wanted to stop with broadband and landline.
(BT are always very difficult to deal with I think, or else I would have switched earlier.
You are so poor at customer-support, I think, so I don't really want to write to you.
You are very bureaucratic, with so many departments, it's impossible for customers to keep the overview and control when they contact you, I think.
So this is also a complaint.
And the Flickr, I've learned about law, at Upper Secondary School etc., and think you can't refuse to let people keep the Flickr, even after they stop the broadband.
You are tricking your customers I think.
And the payment-plan you haven't replied about.
Stalin would have been proud if he was the director at BT).
Erik Ribsskog
- Hide quoted text -
On Tue, Sep 27, 2011 at 6:57 PM, Residential Services
Recently you requested personal assistance from our on-line support centre. 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.
Thank you for allowing us to be of service to you.
Subject
Reminder/Fwd: Reminder/Fwd: Moving
Discussion Thread
Response (Reece West)27/09/2011 06:57 PM
Dear Mr Ribsskog,
Thank you for your email
I have ceased you BT account for the 5/10/11, your order number is VOL011-55734170027
I also must inform you that your broadband is in contract until 14/04/12 and you will be charged early cancellation charges of approximately £82.63 from todays date.
Plus your calling plan is in contract until 20/03/12 and you will be charged early cancellation charges of approximately £18.67 from todays date.
If you are ceasing broadband you will be charged a mandatory broadband cease charge of £30.00 inc. VAT. For clarification on this charge, please follow this link:
http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentFooterPopup.jsp?pagecontentfooter_popupid=13408
Scroll down to Residential Standard Terms, the services we provide, then go to point 2 and click on the Broadband link point - 29 reads " When you end your broadband service and do not request and use a migration authorisation code (MAC) or another recognised transfer process to move to another service provider you will have to pay a cease charge of £30.00. You will not have to pay this charge in the event you are moving home and we are unable to provide the service at the new UK address.
We would also require a forwarding UK address if you are leaving your current address to send you a final bill.
If you should have any further queries please do not hesitate to contact us again via e-mail.
Thank you for contacting BT.
Yours sincerely,
Miss Pamela Martin
eContact Customer Service right first time ref 110905-005590
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 2011. We’re registered in England at 81 Newgate Street, London EC1A 7AJ (company number 1800000). All this information was correct on the date we sent this email. See our terms and conditions
Customer By Email (Erik Ribsskog)26/09/2011 01:41 PM
Hi,
well I canceled the broadband and landline on August 18th, by e-mail.
This is the fourth or fifth e-mail I'm sending about this.
But I can again confirm, that I want to cancel the broadband and landline,
(and I want to keep Flickr).
Is the Flickr-account mine for life, because I need some of the pictures I
have on Flickr, for my blog.
Yours sincerely,
Erik Ribsskog
On Sat, Sep 24, 2011 at 3:12 PM, Residential Services <
residential.services@bt.com> wrote:
>
> [image: BT Help] 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 110924-004216. 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
>
>
Customer By Email (Erik Ribsskog)26/09/2011 01:41 PM
Hi,
well I canceled the broadband and landline on August 18th, by e-mail.
This is the fourth or fifth e-mail I'm sending about this.
But I can again confirm, that I want to cancel the broadband and landline,
(and I want to keep Flickr).
Is the Flickr-account mine for life, because I need some of the pictures I
have on Flickr, for my blog.
Yours sincerely,
Erik Ribsskog
On Sat, Sep 24, 2011 at 4:34 PM, Residential Services <
residential.services@bt.com> wrote:
>
Response (Irene)24/09/2011 04:34 PM
Hello Mr Ribsskog,
Thanks for your email about the BT account. I am sorry that you had to contact us again to get your query resolved and sorry to hear that you are leaving BT.
What you have on the account
I have checked your account and confirm that your account is registered with the Unlimited Evening and Weekend plan with the 12 month renewable contact at no extra cost other than the basic line rental of £13.90 per month including VAT. The contract for the calling plan expires on 20/03/12, as it is a renewable contract it will be renewed automatically. However, a letter will be sent to your billing address one month in advance prior to the renewal of the contract, informing the same. If you wish to cancel the contract, I am afraid there will be a termination charge of £17.60 applied.
I can also conform that you are on Broadband Option 3 (12 month contract). The contract for this option expires on 14/04/12 and the cancellation charges will be £78.42.
Just so you know
I would also like to inform you that the broadband cease charge of £30.00 is assessed when cancelling BT Broadband. This charge covers the work undertaken by BT Wholesale to remove your broadband connection and also update the records for your line. The £30.00 charge does not apply when using a MAC to transfer your service to an alternate supplier.
If you wish to know more about the terms and conditions, please follow the link below:
www.bt.com/ceasecharge
The total cost for early termination charges if cancelled today without a MAC code would be £126.02 Inc VAT (£30.00+£96.02).
Something you can do
If you still wish the service to be cancelled incurring the cancellation charges, contact us so that we can do the needful. I would also like to inform you that we require 14 days notice of prior notice to cancel the service. You may cancel the line without the notice period by paying the line rental for 14 days.
How to get in touch
If you’ve any questions go to bt.com/help. If you can’t find the answer there, we’ve included lots of ways you can contact us
Best wishes,
Irene Clement Raj
Digital Care Advisor
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
Auto-Response24/09/2011 03:12 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 110924-004216.
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
Customer By Email (Erik Ribsskog)24/09/2011 03:12 PM
Hi,
I can't see that I've received a reply to this e-mail. so I'm sending a
reminder about this.
Hope this is alright!
Yours sincerely,
Erik Ribsskog
---------- Forwarded message ----------
Hi,
my I found my account-number on one of my old phone-bills today.
It should be LV13490177.
I hope it's ok with the payment-plan.
Best regards,
Erik Ribsskog
On Sat, Sep 10, 2011 at 4:13 PM, Residential Services <
residential.services@bt.com> wrote:
>
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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