Truckdriver4hire Ltd,
The Challenge
Truckdriver4hire Ltd (T4H) had been trading from premises on Substation Road in Felixstowe since 2011 where they had been using BT as their telecoms service provider. In late 2013 they made the decision to relocate to premises on Summit Business Park. Initially BT told them that they would be able to keep their existing phone number. Then later, BT went back on this and said the only way T4H could keep their number was to have it converted to a virtual number in the cloud and use it with a BT Broadband Voice VoIP service (BBV). T4H opted to go down this route. Unfortunately for them, through an administrative error, BT set them up with four separate BBV accounts. Despite numerous phone calls to try and resolve the issue, BT continued invoicing for the unwanted services and harassing T4H with reminders and debit recovery letters.
T4H engaged BTC to deal with the following issues:
1.To stop BT from issuing invoices for services not required by T4H
2.To stop BT from issuing threatening letters such as termination notices, which at one
point even resulted in temporary suspension of services.
3.To obtain a refund from BT of all the charges they had made in error.
The Solution
BTC took on the case to resolve the above issues using the following approach:
1. BTC initially contacted BT offices in India where the VoIP team were based. These offices were unable to help and referred BTC to BT offices in the UK.
2. BTC then made enquiries with the UK based sales offices and established that T4H’s account was administered by the BT Local Business office in Edinburgh (odd considering that T4H were based in Suffolk!)
3. BTC raised an official complaint and pressed the BT Edinburgh office to resolve the issues.
4. Due to the inefficiency with which the BT Local Business Office dealt with the complaint and the months it was taking for a resolution, BTC escalated the complaint to BT Head Office.
5. BT Head Office dealt with the complaint promptly and raised credits to clear all disputed charges
The Benefits
T4H’s issues were resolved at a reasonable cost without them having to put in long periods pursuing BT departments. All the disputed charges were cleared and credited back to them, which amounted to several hundred pounds. They could then rest easy knowing there would be no further repercussions over the matter such as threats of suspension of service.