Leaving BT - Final Bill Problems

Ms_B

Hi there,

Sorry, this is going to be a bit of a long post, but I'm hoping someone can help!

I've recently switched from BT to Virgin for my home phone and broadband. The switchover date was 27th May 09. On the 18th May I received a letter from BT, the usual 'sorry your leaving' letter, and in the appendix it stated that the products I won't receive after the move were the phone line and my call plan (correct), but the list of products I would still get from them was my Broadband classic package (incorrect).

So on the 21st May I rang BT to query why the broadband was still listed as being received from them beyond the switchover date. The operator I spoke to told me I needed to cancel the broadband separately as this wasn't done by Virgin. Believing this to be true, I asked her to cancel it now. She said she couldn't as the 'account was closed', but I should ring back on the 5th June when the system should allow her to do it.

So I rang back on 5th June and spoke to a guy called Mark. He told me that the broadband package was actually cancelled at the same time as my phone plan, on the 27th May. Confused? Yes I was. But was assured that I had no need to worry and I would get my final bill within the next two weeks reflecting that.

So on Monday 29th June my final bill arrived.

I pay my rental charges quarterly in advance and I had already paid on 14th April for the three months 1st Apr to 30 Jun. The bill correctly showed a credit for the calling plan for the quarter, with a charge for actual usage from 01 Apr - 27 May. My problem is with the broadband section that shows no refund for the advance payment of £73.38, but a cancellation charge of £25.00 dated 19th June. Why the cancellation charge? Why the 19th June? I've taken broadband from them since March 2005 and I never altered the orginal T+C's.

So I rang customer services, and after 40 frustrated minutes trying to explain my position to the operator and getting absolutely nowhere, asked to speak to his manager. After being left on hold for a few minutes, he came back offering to waive the entire final bill of £14.69. I told him I didn't want that as, as I'd just been trying to explain for the last 40 minutes, I believed they owed me money. So he told me that his supervisor would call me within the hour. Surprise, surprise, no phone call from his supervisor.

I contacted the customer support team via the Web on 29th June, got the standard e:mail response from them, but since then nothing. I did receive a duplicate final bill yesterday though, exactly the same as the first one.

It is virtually impossible for a BT customer (ex-customer in my case) to get a coherent explanation of their billing system. I am just repeatedly told that the bill is right because that's what the computer shows.

The bill is due by 5th July and I am not in a position to pay it while my query on it goes unanswered.

What do the good people of this forum think? Am I right, wrong or crazy??

WhoKilledBambi?

Assuming it's virgin cable you've moved to cancelling the current broadband service incurs a £25 cease fee.
BT in common with most other providers charge this fee if you cancel a broadband service and don't use the MAC process which wouldn't apply anyway moving to cable.