BT Cancelled Broadband Instead of Home Move

kanekeating14

Hi,

Just wondering if anyone has had a similar experience with BT. I moved home in February and booked a home move for our Broadband only service with BT.

On awaiting the home move to take place I queried with BT why it was taking so long. They looked into it and advised due to an error they had actually cancelled the contract instead of booking the home move. They then advised it would take up to a further 3 weeks to get a new account set up and the broadband to be set up, this for me was clearly unaccecptable and I voiced my obvious disappointed and asked for some time to consider the options and being advised that as the contract and account was now cancelled that there would be no charge to leave and go to a competitor.

I then left the conversation and did a bit of research and found that as I had my TV and Phone with Sky that they would offer me a much better deal.

As a matter of courtesy I called BT back and advised them that I did not want them to go through and re-activate the broadband and set up a new account. Again, they said as it was cancelled then there would be no further action from me in terms of payments.

Since this I have received letters to my old address advising that there is a charge to pay for cancelling the broadband and also letters from a debt collection agency asking for the money to be paid. I have had further conversations where BT advisors have told me that there is no balance to pay but when I have written to their customer service team they have changed their tune and are now saying that they have no records of me being told that there is no balance to pay.

Again, I am still receiving paperwork to my old address despite telling BOTH BT and the Debt Recovery company that I have moved!

Im not sure where to turn now, the Debt Co. have said that I can settle for a reduced fee but out of principle I am not prepared to pay for something which I have not cancelled and been advised on 2 separate ocassions that there is nothing to pay!

Appreciate any advice from anyone who has experienced the same!

Cheers,

Kane

Boudies

It would seem that whatever you do there are so many departments within BT that one dept can make a mistake and blame another easily, lots of lies going on and they keep saying 'according to their records.... I would not pay anything to anyone. You can try the Ombudsman but they are also not a lot of good. Perhaps asking Sky to deal with them may help, but I would simply write one last letter, send it recorded delivery or by email then you have proof that it has been delivered.Say that they have made the initial error, you could seek compensation for their mistake. They and their debt collectors are harrassing you, you have proof that you owe them nothing and challenge them to take it further through the courts if needbe. We had a similar problem with Talktalk, they took over our landline without my permission and then wanted to charge us. They used several different debt collectors but as we did not have a contract with them it fell to pieces. BT cancelled their contract with you, not the other way round, therefore the debt collectors have no reason to pursue anything.

BT_company_representative

Hi Kanekeating14,

I would like to take a look at your BT account to see what's gone wrong. Please could you send me in your details using the link forun in my profile?

Thanks

Paddy

kanekeating14

Thanks Boudies, much appreciated.

BT rep, I tried sending a PM with the details but it did not work!!

diamonds

[EMAIL="michael.rake@bt.com"]michael.rake@bt.com[/EMAIL] Chairman of BT let them know how frontline staff do their job instead of letting another frontline cover it up.

BT_company_representative

Hi Kanekeating14,

There is a link in my profile, you use that link to send me in your details.

Thanks

Paddy