BT Cancellation Charges - a word of warning

musicboy

Folks, I won't give you the full story but if you don't read the fine print on your cancellation T&Cs, they certainly don't ....

MY EMAIL

[FONT=&quot]Hi, my problem is with my final bill.

I took out Broadband Option 1 which started on 10th August. I was contacted by - what I now know to be - a third party contact centre who said that he could guarantee a faster download speed and a deal which was comparable to my exisiting Sky Broadband, and with a free Home Hub included (apart from a delivery charge). However, after a couple of months, it appeared that I was paying regularly for going over my download allowance. Therefore, after several telephone conversations about these charges, I decided to cancel and go back to Sky.

Now I have received my final bill totalling £193.48. I have calculated what I believe I should owe, according to the information contained in my printed contract and also from the links on My BT which are attached to my final bill.

I have almost exactly 12 months left to pay on my 18 month contract. My contract is for Broadband Option 1 and Calls. From the 'Term Charges' link on your website, it clearly states that the termination charge for a package of Broadband Option 1 and Unlimited Weekend Plan - my contracted package - is £9.75 per month. This makes £117 to pay, not £219 as stated on my bill.

I have also appear to have been charged £46 for my Home Hub. I was told it was free of charge, apart from delivery charges which I have paid. I have received a letter dated 9th Feb 2012 asking me to return the equipment and it's boxed, complete and ready to return. So why is there a charge for the equipment on my bill?

I expected - as per the contract and the information available on your website - to pay £117 for the remainder of the contract term, less £29.44 credit which is on my account, less the refund of pre-paid service, and finallly the additional charge of £2.51 for calls we have made.

The charges are very clear on the website (which has been updated in the last month), and I would like to receive an amended final bill based on these charges and my contract,

Regards,


THEIR REPLY

[/FONT][FONT=&quot]Thanks for your email about your final bill.

I'm really sorry you've had to take the time to email us about this but thank goodness you did.

I've thoroughly checked your final bill and am happy to say I've been able to credit it with £117.00. This means your final balance is now £76.48 even less than you thought. This is now what we'll be debiting your account with on 09/03/2011. It's still under investigation as to how your Early Termination Charges were incorrect.

Please be aware that we don't send amended bills simply because we can't. We'll send you a a Credit Note in the next 10 days to advise of this credit, in the meantime your reference is 1-SCHUKQK.

Once again I'm really sorry for the trouble this has caused you but please be assured this has now been fixed and all charges are now correct.

Thanks for getting in touch with us.

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bod1467

It would be interesting if you could report back on or after 09/03 to confirm whether they have kept to their word.