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BT call workers sacked over death-treat scandal

Posted on Oct 27 2009
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Chilling calls were made to Allan Wardle after a heated row with technical helpline staff over his crashed internet connection.

Last week the Sunday Sun revealed how the 24-year-old was left in shock when a BT operator screamed “I will blow your house up”, “I will hurt you”, down the phone.

When Allan’s broadband internet link seized up on October 9, he contacted a call centre in India at about 10.30pm to get the problem fixed.

But BT workers failed to solve the glitch and an argument erupted, resulting in a return call with threats to wipe out his house in Wallsend, North Tyneside.

Allan, a former supermarket worker, said: “I’m pleased that BT have taken this seriously and got to the bottom of it. It was a frightening experience and not something I want to go through again. I’m disgusted with what happened but want to forget about it now.”

Northumbria Police and the telecom giant launched a joint security investigation into the death threats.

And now, BT have traced the menacing calls back to India from incoming number details and recordings using Allan’s customer account code.

Two operators were suspended then dismissed after admitting their part in the malicious messages.

One is believed to be a section manager in the centre’s technical help department as well as an adviser.

The sick calls were treated so seriously that BT’s managing director Nigel Stagg intervened in the case and called Allan directly to apologise.

A BT spokeswoman said: “We conducted a thorough investigation. As a result, two BT contact centre advisers in India have been suspended and will be dismissed, after admitting making abusive comments to him.

“BT does not tolerate this behaviour from its advisers and we have apologised to the customer.

“Mr Wardle has acknowledged that he used inappropriate language with one of our female Indian advisers in a previous call. This issue is now resolved.”

BT have offered Allan six months’ free internet access as a goodwill gesture.

 

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