Delivering An Open Letter to BT

June 23, 2016

An open letter because BT continues with its custom of blatant dishonesty and obstruction of customer complaints. This letter was sent to Gavin Paterson, BT’s CEO, following a correspondence string which invariably received responses whose honesty was noticeable by its absence.

It appears that your staff are unable to check customer history correctly. Your complaints system should have comprehensive details of my previous complaints which state very clearly that, having been an extremely dissatisfied customer of BT, I was formally requiring that you did not pester me with junk sales communication via any channel.

It is unsatisfactory that your staff are pretending that the problem lies with another company. This is WRONG. I had enough unpleasant dealings with BT to be very sure of the name of the company causing the problem.

Your staff claim that the problem would not have existed were the number registered with TPS. Your staff should be capable of checking this before making such a stupid recommendation. They should also have the basic understanding that TPS registration is done directly, not through the service supplier. The number has in fact been registered with TPS for years, apart from a brief period when BT abused its position by instructing TPS to remove the number from its Do Not Call list. If your staff think that the TPS list is an effective way of preventing unwanted calls, then your processes should ensure that a check is made against TPS records BEFORE attempting to nuisance call people.

It is also clear from the reply below that your processes are unacceptably inadequate in dealing with the issue of nuisance calls. When BT is told that its nuisance calls are unwanted it has no excuse for failing to record that, whether or not the requirement comes from a BT customer. In this instance, your staff are wrong in claiming that there is no account to mark. There is the historic account, whose management left me disgusted with BT’s dishonesty. And, as I said in earlier correspondence, you are holding sufficient information to have my name associated with the number. Were you making the least attempt to comply with the Data Protection Act, this alone should have prevented your nuisance call.

It is very clear that BT is hiding behind company size and ignorant staff to try and block serious complaints. While this is not surprising given BT’s history, it is completely unacceptable.

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