BT contract cancellation charge. Help needed please.

Thebiguglyone

I am hoping someone will be able to help me out here...

I changed back to BT from Virgin about 14 months ago for the phone line and they gave me "free" unlimited weekend calls on a renewable 12 month contract. I didn't need this as I was going to use Sky Talk but after speaking to them decided it wouldn't be a problem to leave it on. However...

When my 12 month contract expired I didn't phone to cancel the renewed contract for unlimited weekend calls until a couple of days into the new contract period as the letter informing me that I was about to enter into a new contract didn't arrive until then.

I called BT and explained to them that the letter was late in arriving and that I didn't want to enter into a new 12 month contract for the unlimited weekend calls, instead I wanted it reducing to the base package which doesn't have a contract tied to it and that I didn't think I should be charged for cancelling the new contract as the letter was late. The operator I spoke to said this was fine and that she would do that for me. However.....

I have just checked my latest bill and was shocked to discover that they have slapped a £169.22 charge on it for cancelling! :eek:

Do I have any rights in this instance? I no longer have my new contract notification letter, nor do I have the details of the phone call although that must have happened as they cancelled the new contract! Do I have any rights under any "cooling off" periods?

I haven't called them yet as I am hoping (and would be very grateful for!) someone would be able to give me some ammo to throw at them when I do!

Thanks

BT_company_representative

Hi wmd1974,

Sorry to hear of the problems you've had with your latest bill. If the letter arrived late and an advisor had already agreed to waive the £169.22 then the charge should not have appeared on your bill. Can you PM your BT Account number and I will check your account and let you know what I find.

Conan
BT Support

Thebiguglyone

Thanks for the offer of help Conan but I have already sorted it, I decided first to call and see what BT could do for me and was pleasantly surprised to find a very helpful person who got the fee waived. All I have to do now is to get someone with a degree to check through my next bill for me to explain it all in laymans English

Thanks again.

BT_company_representative

Hi wmd1974,

Glad to hear that you managed everything got sorted, if you need me again when the bill comes you know where I am.

Conan
BT Support