bt close account

mickwitt

hello everybody, i hope this is in the correct section.

i recently fell behind with my line rental payments and received a letter which went along the lines of.....closure of account.. if you do not bring your account up to date by the 10 august your account will be clossed.
i called the customer services imediatly and made a payment and arranged to pay the remainder by the end of the month and there was an issue with the "caller display" being on the bill which i had asked them to take off months ago, so the gentleman explained that once the bill was paid they would refund the charge.
now on friday my broadband went off so i called them and the lady said the account had been closed, when i explained the previous arrangement she just said sorry there is nothing she can do and that the gentleman shouldnt have made that arrangement, this went on for about half an hour with no give and she said i would get a final bill. now the bill has come in but they have charged me to the end of the contract which is almost double the bill!? what can i do? i told the lady i wanted to complain and she said this is the complaints team and there will be no follow up but they do appriciate my feedback!?

kelbobs

Hello mickwitt, I can't really help you with this except to say we have closed our account with BT and i have sent 2 letters and spoken 4 times on the phone regarding details of our account - i get told different things every time. I am not impressed at all with them

mickwitt

thanks for the reply kelbobs, so it seems that you cant trust a word these people say, i asked her to look back at the previous call but she seemed reluctant. ill have to give them another call and possibley write a letter

mobile48

Not related to BT or to your circumstances in anyway. But here is some feedback from my own experience dealing with other companies (in other industries).

Some time back a company gave me false information on the phone to collect a bill. I took advise and was told that they could not do this under new Unfair Trading Laws - what I was told was in fact even stronger than this. As a result of a strongly worded complaint the company cancelled the whole bill.

Same thing happened again with other company recently - another bill very quickly cancelled by the company.

In my case these were not simple mistakes by one operator - on both cases the information was confirmed by the manager also. A formal complaint was made and in one case also a subject access request for a transcript of the phone call.

mobile48

I re-read original post and deleted the question here.

To make a formal complaint follow the BT complaint procedure published on their site. You may want to ask for removal of all disputed charges and compensation. Make sure you state your require all debt recovery is placed on hold while the complaint is handled.

It will cost £10 but you can make a subject access request for a copy of the phone calls.

mickwitt

thanks for that reply, i certainly wont be letting it drop so im going to construct a letter, and if i do not get a acceptable response ill make the subject access request you mentioned.

out of curiousity, if i now wanted to sign up to another land line contract with say, primus can i just go ahead and do that? as the account with bt has been closed? there wont be a block on the line or anything will there?

thanks again

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Deleted Post.