Left BT 3 months ago but they still think we’re a customer?

Miss_Moppet

This morning we received a letter and brochure from BT advising us of changes to our current calling plan and changes to our BT service, on the top of the letter it had our account number and our address – fact is we left BT 3 months ago!

I rang up to ask why they were writing to us as existing customers and a man who answered my call said it was because we were existing customers. I told him we weren’t, he didn’t argue with me but asked why didn’t I return to BT because they were better than the rest. When I said I didn’t want to return to BT he told me that as we were on their database BT could market us whenever they wanted and if BT wanted to they could give out our details to any other business too.

I then spoke to BT’s customer services to complain about his attitude and to make sure they took our details off the system as we weren’t existing customers and the lady replied saying we hadn’t paid our bill. I then had to explain yet again that we weren’t with them and we had paid our bill. In the end I got a feeble apology only because I said I’d take the matter further.

BT won’t win customers back if they treat potential ones in this way, what are they playing at?

alanq

For many months after transferring my phone service I received online bills for £0.00 each month. Eventually I complained and received an apology and was told that the account had not been closed. I was told that this was now fixed.

Next month the same thing happened. This time round the account was closed.

Perhaps they hope that people will become dissatisfied with their new providers and will come back and resume using their old accounts.

stef73

we left Bt over 18 months ago and keep getting paper bills from them for £0.00 i told them twice now i just shred them . It cost them to send a bill so its there loss .

ACDeag

I had a similar experience, I had two lines on one bill. Moved one to another company, but BT carried on billing. When I complained they stopped billing me for it, but also stopped billing me for the other line. Took 7 months of complaints to get it resolved and for them to start billing me again.

Their call centres are totally and utterly useless.

BT_company_representative

Hi Miss Moppet,

I can look into this and check the status of the account and make sure it is fully closed. Send an email to bcare@bt.com. Include your account details as they appeared on the letter and mark the subject field MSE-Miss Moppet

Many Thanks
Donna
BT Support

2010

They really are comedians at BT.
I transferred to TalkTalk two years ago (best move I ever made) yet monthly without fail I get a letter from BT asking me to come back to them and a list of all the things I`m missing.

Now why would I want to go back with them and DOUBLE my monthly bill for broadband,phone calls and line rental.:rotfl:

Miss_Moppet

BT_company_representative wrote: »

Hi Miss Moppet,

I can look into this and check the status of the account and make sure it is fully closed. Send an email to [EMAIL="bcare@bt.com"]bcare@bt.com[/EMAIL]. Include your account details as they appeared on the letter and mark the subject field MSE-Miss Moppet

Many Thanks
Donna
BT Support

Hi Donna

Thanks for your response. I was going to make a formal complaint to BT via the BT website tomorrow, but I will instead follow your suggestion and send an email with my account details to the email address you’ve given to me. I hope that that will resolve things.

However, as you have been good enough to respond to me, perhaps you’d also care to comment (on this thread) why this type of problem is happening on a regular basis to customers who have left BT.

Miss_Moppet

Hi Donna (BT company representative)

Instead of emailing you direct with my confidential details, I received a private message from another contributor saying I could simply phone BT’s Customer Options Team on 0800 800 150 to close the account, which I have now done, which you didn’t advise me to do.

I’m glad to say that the account is now closed but was told that it would stay on the website for another 18 months until it “dropped off” (whatever that means). This is apparently so people can still view their bills online if they wish to.

I told BT’s Billing department I didn’t want to be marketed any more by BT and they said that they would arrange to have the name removed from any mailing by BT. Hopefully, we won’t receive any further unwarranted marketing literature in future.

To be honest, it’s no great problem getting stuff in the post from BT, it will only go in the bin anyway. What I do object to is the way BT’s letter was deliberately phrased as though it was addressing an existing customer. I just don’t understand why they should do that.

I wonder if you would now like to answer my question, raised in my previous post:

“… perhaps you’d also care to comment (on this thread) why this type of problem is happening on a regular basis to customers who have left BT.”

BT_company_representative

Hi Miss Moppet

We didn't ask you to call that number as we could have also sorted this for you. Glad to hear you have it resolved now.

It does seem that a few people on this thread have had bills from us after leaving BT, I'll make sure I let the relevant people know about this. I can't comment on individual cases in public but if anyone else is experiencing this problem, please send me your details so I can investigate and pass on all the relevant info.

Thanks

Paddy,