In a shocking display of corporate negligence, British telecommunications giant BT has left an 80-year-old customer and his partner without a landline for over two months. The elderly couple, who recently moved to be closer to family, have been unable to call their loved ones abroad, leading to increased stress and isolation during an already difficult time.
According to sources close to the situation, the customer’s son has spent countless hours on the phone with BT, attempting to resolve the issue. Despite numerous promises, missed appointments, and two formal complaints, the company has failed to rectify the problem, leaving the vulnerable couple stranded without a vital lifeline.
The Importance of Landlines for Elderly Customers
For many older individuals, landlines serve as a crucial connection to the outside world. In this case, the elderly customer relies on his landline to make weekly calls to relatives in Canada, while his partner uses it to stay in touch with her family in Japan. The prolonged outage has effectively cut them off from their support systems, exacerbating feelings of loneliness and isolation.
My dad and his partner found the move stressful enough, having not relocated in nearly 40 years. Now, being left with no way to phone family is just adding to their distress.
– Son of the affected BT customer
BT’s String of Broken Promises
The situation has been compounded by BT’s apparent inability to follow through on its commitments. The customer’s son reports that despite numerous assurances, booked engineer visits, and escalated complaints, the company has consistently failed to resolve the issue.
In one particularly egregious instance, BT even sent the elderly customer a bill for a router, along with a message reading, “Sorry to see you go.” This blunder not only added insult to injury but also highlights the company’s disorganized approach to customer service.
The Failure of Safeguards and Complaint Procedures
Perhaps most concerning is the apparent failure of BT’s safeguards and complaint escalation processes. Despite the customer’s son repeatedly emphasizing his father’s age and vulnerable status, the company seemed unable or unwilling to prioritize the case.
Moreover, attempts to lodge a formal complaint through BT’s website were hindered by technical issues, with the system failing to recognize the account number provided on the erroneous bill. This breakdown in basic customer service procedures raises serious questions about BT’s ability to support its most vulnerable customers.
A Belated Resolution and Lingering Concerns
Following media intervention, BT finally resolved the issue, reconnecting the elderly couple’s landline and offering £400 in compensation. However, the customer’s son remains deeply concerned about the company’s treatment of vulnerable individuals and the potential for similar incidents to occur in the future.
We’re very sorry that our customer’s experience fell below the high standards we always strive to provide.
– BT spokesperson
While BT has apologized for the incident, the case raises serious questions about the telecommunications industry’s commitment to supporting elderly and vulnerable customers. As our population ages, it is crucial that service providers like BT have robust systems in place to ensure that no one is left disconnected and isolated, particularly during challenging times.
The story of this 80-year-old customer’s ordeal serves as a wake-up call for the industry and highlights the need for greater accountability and improved customer support. No vulnerable individual should have to endure months without a vital lifeline due to corporate negligence and bureaucratic failings.
