Unfair BT Cancellation Charge

onzlo · 6 August 2009 at 3:23PM

Hi. I took out a new 12 month contract with BT in April 2008, this expired April this year. In June this year I recieved a letter from BT telling me they should have sent me a letter in April to tell me my contract was expiring and giving me the option of renewing or cancelling it. Because they had not done this they said my contract had automatically renewed but as it was their error I could phone up and cancel my contract within 30 days of date of the letter (which conviniently for them was only dated June!). I phoned up straight away and cancelled my contract and went on to a month by month contract and was told i would no longer recieved free evning calls etc, this was fine. I just recieved my bill and they have charged my a £76 cancellation charge :mad:! I have contacted them and they have said the charge stands as i cancelled my contract only one month into my 12 months!! I have checked and unfortunatly can not find the letter they sent me. I did not enter into a new 12 month contract with them and have sent them an email to say this but I am at a loss what else i can do. Any ideas please?

BT_company_representative · 7 August 2009 at 3:34PM

Hey Onzlo,

Sorry about this. I'll take a look and get it sorted for you.

Drop me a PM with your BT Account and telephone number when you get a chance.

Cheers

Craig
BT Support

slack_23 · 7 August 2009 at 4:10PM

I wanted to change my provider. I received a letter from BT claiming I would have to pay a £82 cancellation charge. I called BT today and asked why i was being charged they said it was because my contract was renewed automatically on 8 July 2009. I never received a letter about this and when i asked i was told it was not policy to send out a letter. Is this the case? i could not believe it when they told me but from what was said above it seemed i should have recieved a letter?

Please help

Thanks!

BT_company_representative · 8 August 2009 at 8:04AM

Hi Slack_23, you are absolutely correct in what you are saying, you should indeed have received a letter advising of the new 12 month term. Basically we will send out a letter to all customers who are on a 12 month renewable contract and are approaching the end of their 12 month term. At that point you can call the number on the letter to opt out of the term or do nothing and it is applied automatically. Can you PM me your account number and telephone number and I will have a look at this for you. Shane.

spark_deals · 8 August 2009 at 8:34AM

but you are not in any contract if you pay the installation charges. Isn't it. You run by month contract, thats what I am into.

Heinz · 8 August 2009 at 9:27AM

spark_deals wrote: »

but you are not in any contract if you pay the installation charges. Isn't it. You run by month contract, thats what I am into.

You are in a 12 month contract for line rental at the very least even if you pay the full installation charge.

If you elect to take the Unlimited Evening & Weekend Plan free of monthly charge, you will then be on a renewable 12 month contract for that too (and should receive the letter mentioned above near then end of each subsequent 12 month period).

iffi_2 · 8 August 2009 at 5:57PM

Hi,Plz some one give me advoice, I cancelled my business line after 1 year coz I sell this business,I recived my final bill and they charge cancellation charges they said coz I have 5 year contract and I cant cancell it, I could't understand if I sold my business y should I pay these charges and also new owner activate that line with his name!

McKneff · 8 August 2009 at 6:07PM

iffi wrote: »

Hi,Plz some one give me advoice, I cancelled my business line after 1 year coz I sell this business,I recived my final bill and they charge cancellation charges they said coz I have 5 year contract and I cant cancell it, I could't understand if I sold my business y should I pay these charges and also new owner activate that line with his name!

You have to pay the charges because you signed a contract to run for 5 years.

You could ask to see the signed contract if you wish.
One company i worked for did this re early cancellation and BT couldnt find the original contract so its maybe worth a try

spark_deals · 9 August 2009 at 2:32AM

Heinz wrote: »

You are in a 12 month contract for line rental at the very least even if you pay the full installation charge.

If you elect to take the Unlimited Evening & Weekend Plan free of monthly charge, you will then be on a renewable 12 month contract for that too (and should receive the letter mentioned above near then end of each subsequent 12 month period).

well, you may be true but what I am telling is also not false. I confirmed this with 2 of their CSs but that was in Oct/ Nov last year.

onzlo · 9 August 2009 at 4:57PM

Hi All
Thanks for the replies, I am happy to say this is all sorted now (I think!!). I used the new BT chat thing on their website and chatted to someone in the UK who sorted it out straight away and got the charge removed from my account. Much easier! I would reccomend this feature to anyone, BT are trying it out for a short time, in my opinion they should keep it going. You can actually understand what is being said to you!!
Thanks for the offer of helping Craig but as i said hopefully its sorted now, I'll let you know if not

!!

Unfair BT Cancellation Charge

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