BT - continue to charge after cancellation

the1messiah

My mother cancelled her BT phone and broadband package, with notice at the end of November 2011. She has just called me, after checking her online banking to see that BT have continued to charge her for Dec, Jan, Feb, March and now April, which they have collected via a DD that was previously set up. BT had given her a MAC code, and she even had a 3 day period with no phone/broadband between providors.
My mother is 80 and is now distraught with worry.
I am travelling to her's tomorrow now to settle her down, and start calling BT

Now I had a similar experience almost exactly the same, when I moved from BT to Virgin, I discovered 2 years later that they had charged me for monthly rental for every period since my cancellation (ok I know I was not exactly on the ball with my finances, but still is no excuse for them) - after literally dozens of phone calls, emails and letters, I was asked to prove to them I cancelled, and prove I moved to virgin otherwise they would continue to charge. I had to jump through hoops to get anywhere, despite me having a record of the time, date and name of BT employee I spoke to on cancelling. They admitted they could see I spoke to someone in cancellations that day, but still didnt accept that they were wrong. I finally got 50% back, and it still makes me mad

Now they are starting the same all over again with my mother..

anyone have any advice?

bod1467

Who did she move to? Did that company use the MAC? (The loss of phone/broadband suggests not, and that a "new line" install was done. In such a case your mum would likely have had to make a specific cancellation rather than just request a MAC).

If the MAC was used then BT (usually) honour this as confirmation of cancellation.

I guess we need a bit more specific info as to who said what and when. Ultimately you (she) may need to make a Subject Access Request on BT for a copy of the phone call, as evidence of cancellation.

the1messiah

The delay I think was just Virgin's timescales. I shall try and establish the timeline better when I go to her's tomorrow.
I am cynical as they did exactly the same to me, and it feels like policy.

the1messiah

She did do a cancellation, as they pushed a new offer hard at her, but couldnt match virgin's deal at the time. I remember her giving Virgin the MAC, but not sure what happened then. She had a phone number change at the same time, so might be a new install, but BT certainly terminated her line on the date agreed.

thanks for the reply

BT_company_representative

Hi The1messiah,

I would like to take a look at the details of your Mom's account. Please could you send me in your details using the link found in my profile?

Once I have that information I'll look into this and reply to you directly.

Thanks

Paddy

macman

Did she not cancel the DD after receiving the final bill? The payee cannot do this, it can only be done by the account holder.

Phones4Chris

You can also get the bank to reverse any DD's that were incorrectly taken, but there is a limited time to do this, can't remember what it is though.

Edit: I've seen 8 weeks/2 months mentioned, but you need to ask the bank.