All I want from this company is to do what they say they'll do. I want them to repay some money for overpaid line rental which they have agreed to do but simply won't make the repayment. Whenever I phone I try to speak to a supervisor but can't get past the front line people who are always polite and full of apologies and always tell me someone will phone back in 24-48 hours. They never do. This has been going on for three months.
What amounts to a simple transaction on their part has resulted in hours of wasted time simply trying to talk to someone who will actually do what they say they'll do. I have now written a formal complaint to their customer services director requiring my repayment to be made immediately and also claiming compensation for all the wasted time on the phone to them. Next step is the ombudsman.
Come on BT. Surely you can do better than this. Just look at all the bad reviews on this site. That should give you a clue that you've clearly got a broken business model but you seem to be doing absolutely nothing to fix it.