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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, copying, distribution or use of the contents of this information is strictly prohibited. If you have received this electronic message in error, please notify me by telephone or email (to the number or email address above) immediately. Registered office: 81 Newgate Street London EC1A 7AJ Registered in England no: 1800000