BT Complaint

md1973

Hi All,

Back in October I moved form my old address. I checked on BT's website on what their broadband was like at my new address, it was useless so I called them and cancelled my account (I have a mobile I use for calls)
I spoke to a gentleman who wouldnt take no for an answer and said he'd get someone to call me at my convenience.
I then annoyingly received a phone call the same day at work during a busy period from a lady trying her hardest to get me to keep the line. I told her that I was cancelling for 2 reasons 1) the broadband at my new address was useless 2) I had a mobile should I need to call anyone. I told her I wished to cancel, thats was final and didnt want to discuss it. She said I would get a final bill.

After about a week I hadn't heard anything from them so emailed the complaints dept to confirm cancellation and chase up the final bill. Again, a few days later I'd had nothing, so emailed again confirming cancellation and chasing a final bill.
I received a long winded reply which offered me alternatives to cancelling and would I come back to them to let them know what I wanted to do!!

Now after a couple of weeks and telling them 3 times I wanted to cancel I was pretty hacked off with this response, but (perhaps wrongly) assumed they would get from my 3 contacts that I just didnt need or want broadband anymore.

Long styory short - they are now chasing me through a debt collection agency for £250 odd for what they claim is 2 quarters of Broadband and phone service and non payment of bill!!!!

I have gone back to BT over the past week and told them of the 3 times I asked them to cancel my account and keep getting the same stock answer back. "Because you didnt not confirm in the 2nd email that you wanted to cancel it was assumed you wished to keep the account"

3 Times I told them to cancel and they are now basically telling me tough luck you've got to pay. They seem to conveniently ignore th 3 cancellation requests from myself and are placing all importance on the last email when they wanted me to reconsider!!

I am absolutely fuming that A) they wont admit they mucked up It took me 3 cancellation requests and they still didnt do anything C) they just arbitrarily passed the account to a debt collector D) they are now stonewalling and saying there is nothing they can or will do E) They seriously expect me to pay for 6 months BT service when I wasnt even at the address!!!

Im absolutely fuming that they are trying to browbeat and bully me into paying and wont accept their mistakes.

Marco12452

The first thing to do is to discuss this in a business like manner with your supplier (BT), which you seem to have done and come to an impass ?
Now it may be time to take your grievance to the telecoms ombudsman - http://www.ombudsman-services.org/how-to-complain-communications.html - again be level headed and diplomatic.
If all else fails raise the issue with Offcom.
Be sure to keep all documented evidence (emails, mail etc), until the issue is resolved.

Buzby

Was the service still running after your anticipated end date? If so, that would have been the time to query it. Telephone calls as you have found are inconclusive, and without following it up in writing - or indeed, writing ONLY, stating you wish to terminate, is always the safest move.

I am assuming both the phone line AND broadband had passed their minimum terms? As if they hadn't, this would be billed regardless. But I'm confused that after giving notice you don;t mention getting a final bill.

BT_company_representative

Hi md1973

I have just seen you post and would like to look into this for you to see what has happened, if you check out my profile section you will find my contact details.

Regards David

nembot

Hi,

I also need assistance after moving house, spoke to a BT rep who advised they had cancelled my contract back in January. However, I've now received another bill for £180 even though when logging into my account it's clear there has been no calls or broadband usage whatsoever since last December.

The BT helpdesk say they have no records, can you please help?

macman

nembot wrote: »

Hi,

I also need assistance after moving house, spoke to a BT rep who advised they had cancelled my contract back in January. However, I've now received another bill for £180 even though when logging into my account it's clear there has been no calls or broadband usage whatsoever since last December.

The BT helpdesk say they have no records, can you please help?

That does not mean that you will not be charged; line rental and broadband charges are payable whether you use the service or not. Were you out of minimum term contract when you cancelled the service? If not, an ETC will apply. What have you actually been billed £180 for?

BT_company_representative

Hi nembot,

If you haven't already, please follow the instructions on our post above on how to send over your details and we'll get back to you.

Thanks,

Stephanie

taosway

Yesterday I checked my bill and found out BT had been over charging me nearly £12 a month on my discounted broadband deal since Dec - They had not been deducting the discount. I contacted them and they agreed. They said they would credit me.
Today, I told a friend who checked their bill, and surprise, surprise, they too are being over charged in the same way.
Perhaps other MSE members should check their bills and report back to the forum.

Buzby

Or find a more trustworthy carrier?