Customers are increasingly complaining about difficulties in cancelling contracts, such as Sky TV. Now a frustrated BT customer claims to have been left on hold for more than 14 hours when he called to try cancelling his contract before finally hanging up.
Paul Donovan, it is reported, had rung to cancel some services but broke the UK record for the longest hold time ever recorded.
He apparently called BT at 7.57pm before retiring to bed and getting up next morning to find he was still on hold – 14 hours and 31 minutes later.
BT say their call centre was closed when Mr Donovan attempted to cancel various services from the over the phone. Can you beat this time? The story illustrates the bad publicity that can follow from poor customer services. From October, UK businesses will have to supply customers with details of an alternative dispute resolution provider where a complaint cannot be resolved. We operate such a scheme.
Disclaimer: The information and any commentary on the law contained in this article is for information purposes only. No responsibility for the accuracy and correctness of the information and commentary or for any consequences of relying on it, is assumed by the author. The information and commentary does not, and is not intended to amount to legal advice to any person on a specific case or matter. The article was written on the date shown and may not represent the law as it stands subsequently. For the avoidance of doubt, the views in this article are personal to the author and not attributable to any other individual or organisation.