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:
>
> [image: BT Help] <http://www.bt.com> 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.
>
>
> <http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/acct_login_submit.php?p_userid=eribsskog@gmail.com&p_enc_passwd=MUtiVTFScWI=&p_next_page=myq_upd.php&p_iid=6871447&p_created=1245928246>
>
> * Subject* I want to complain – I have a complaint about my service – I
> have a general complaint * 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
> * Question Reference No090625-019223* *Date Created: *06/25/2009 12:10
> PM *Last Updated: *06/26/2009 04:40 AM *Status: *Closed *Reference
> Number: * *Firewall: *No *Phone Number: * *Current BT Line: * *Type of
> Problem: * *DigtalVault Username: * *Contact Preference: *Email *SmartAssist
> Enabled: *No *rule test: *State1 *Type Of Query: * *Complaint Enq State: *
> *OS Name List: * *Enquiry About: * *Account Number
Radio: * *Type of
> feedback: * *BT.com Username: * *Credit/Debit Card: * *Four Digits: * *Mobile
> Broadband: * * Full name* * Alternative Email* * Email Address* * Security
> Phrase* * Tickbox* * Security Software* * Date of BT Service* * How
> u Pay Phone Bill* * Often Called 2 no's* * Commonly Called Ph1* * Commonly
> Called Ph2* * MMYY Date* * Pay Phone bill debit*
> 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 named
> above. If you are not the intended recipient, be aware that any disclosure,
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>
> Registered office: 81 Newgate Street London EC1A 7AJ Registered in England
> no: 1800000
>
> |
