Has anybody had problems with BT?

Question

Im at work on a night shift & during my break checked my emails & found an email from BT confirming my order for BT Vision TV & broadband package for £38.60 a month. I called home & my dad said they had called but he explained that I pay the bill & he wasn't interested as he has SKY TV & if he was interested as I pay the bill it was up to me to consent to it & I was not at home so couldn't consent to it.I am fuming. We have a BT land line & broadband package. I used to have a BT mobile but cancelled it as the phone started to run slowly & I called to find if I could up grade it. I was told I could have a new phone if I renewed my contract after 18 months, but she said my phone meanwhile needed resetting. The following month I got a mobile bill for £90, as I had used it alot  I was a bit surprised &  but the following month had another bill for £120, I complained & luckily got hold of somebody honest who knew what he was doing & he found she had set my phone to automatically connect to the internet every 30 minutes, hence the large bill, so he reimbursed me.
But I am really upset to think anybody can call & have access to my account & do thsi. I intend to make an official complaint

Poseidon · Accepted Answer

Hello Heather,

Sorry for the lengthy reply.

It appears to me that if BT were prepared to discuss your account with anyone other than you, without your consent, they were probably breaking the law.

They appear to have  have broken the law regarding personal data protection.

If they call you, or indeed if you call them to discuss your account they are not permitted to discus that account with anyone other than you, and only after they have confirmed you are the actual account holder. When a customer sets up an account they are given an account number and are asked for personal information about them in order to safeguard them and also to confirm that they are the actual account holder contacting them, or vice versa.

The information they ask for is normally your name, address, DOB, how you pay your bill to the company and often for some other personal detail like you mothers maiden name, name of your pet etc. Quite often companies ask for a special password known only to their account holder and them.

They should only discuss your account with you once they have been given that information from you. You can however give them permission to discuss you account with a third party (such as you father) but you can only do this once they have confirmation that you are who you say you are.

If I were you I would certainly make an official complaint in writing to BT.

To complain to BT write to :

BT Correspondence Centre
Providence Row
Durham
DH98 1BT

You can also complain via email using their online complaints form at:

http://bt.custhelp.com/app/contact_email/c/2702,2703,2727

BT give the following information about complaints:

"Please include your phone number, email address and account number. We'll try to reply within 10 days. (If you email us we can normally respond within two working days.)"

The following link tells you how BT handles your complaint:

http://bt.custhelp.com/app/answers/detail/a_id/10789

Good luck

Poseidon

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Has anybody had problems with BT?

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