No wonder BT dropped the communications part from their name

AliRob

My father after 40 years as a BT customer attempted to close his account with them on 28/01/2013 due to moving into accommodation already with another provider.He vacated his property on 1/2/13 but understood that he would be charged up until 27/02/2013 because of the notice period. After this date he expected a Final Bill for his phone/BB/Vision service.
79 days later he is still been billed as an active customer,a payment for Feb and March went out via DD. He has spoken to 12 different employees on numerous occasions, all saying there had been a mix up and it was now sorted. When the E bill came in for April for a service he has not been able to access since the beginning of Feb,(seeing he no longer lives there, router and vision box have also been returned), he stopped the DD.He has now been sent another bill with charges for late payment and notification his next monthly bill will appear on May 29th.
He was given a specific e mail address a few weeks ago to use if he had anymore problems, it just churns out automated responses.A complaint was sent in and again no response.
Has anyone had similar problems cancelling BT and how did they deal with it?
Thanks

Buzby

At no time does there appear to have been a formal request for cessation? Many phone seeking advice on cancellation but do not make it clear they are explicitly requiring closure, and give a date for service to cease.

From what you say, he only asked to close as he was leaving the property - with BB and other services, 30 days notice is a must so they were correct in their advice, BUT he needed to accept this, state that his service should be shut down with immediate effect and a final bill sent to his new address.

Without clarity, BT would be correct in not pulling the plug without being sure the customer wanted to terminate.

AliRob

Thanks Buzby for replying,
The request was made on 28/01/13 it was explained that there was a 30 day cancellation period and then the service would end, that there would be a cancellation fee as still in contract for Infinity, this was accepted but has never been generated.
Various BT employees have admitted a !!!! up on BTs part for not cancelling the service,they even sent the packaging to return equipment to Dads new address twice, but still the account remains open and generating monthly bills?

AliRob

I realize now my use of the word 'attempted' may have been misleading, I put attempted because it hasn't yet been successfully cancelled following a concrete request, sorry about that.

BT_company_representative

Hi AliRob,

I am sorry to hear about the problems your Father has had in closing BT account. I will be able to help you with this. Please could you send me in your Father's BT account details by using the link found in my profile?

Thanks

Paddy

AliRob

Thanks Paddy
I have given you my Dads phone number and email address as it's his experience and he has all the details.:)

Tai_Chi_Italy

BT_company_representative wrote: »

Hi AliRob,

I am sorry to hear about the problems your Father has had in closing BT account. I will be able to help you with this. Please could you send me in your Father's BT account details by using the link found in my profile?

Thanks

Paddy

BT_company_representative wrote: »

Hi AliRob,

I am sorry to hear about the problems your Father has had in closing BT account. I will be able to help you with this. Please could you send me in your Father's BT account details by using the link found in my profile?

Thanks

Paddy

Sorry for hijacking this thread, Paddy, but I hope that this representative from BT will be able to resolve my major problems with vacating a property and BT's attitude and final bill amounting to some £700 plus.

I vacated a property due to a county court Probate order when I lost administration of my late mothers estate, on January 15th 2013. (tel number 01209 843118) In vacating this property I and my two son's were effectively made homeless due to the fact that I was committed paying certain estate liabilities prior to the settlement of estate, ie when the property and other asset of land was finally sold/settled. I am currently staying with friends, but still using the address as postal address. I am still in the area.

I was very ill in the first month of leaving the property but contacted BT by email within two weeks (21/1/13)notifying them of my need to leave the property and the circumstances. I offered to pay the final bill by monthly instalments, although I did not know what that final bill would amount to. I did not think it would be excessive as I was paying monthly and connected to incoming calls only due to lateness of Decembers payment. I also stated I had the BT equipment and was happy to forward it.

I received a confirmation email with a ref number of 130123-005280 stating the customer care team would contact me within 3 days.

On that same day I was sent an email stating there would be an extra charge of £50 for excessive broadband usage in the previous month.

On 11/2 I received notification of a final BT bill of more than £300.

I immediately wrote back, again stating my circumstances of ill health and homelessness and challenged the size of the final bill, especially in the circumstances that outgoing calls had been suspended, and I was unable to move to a forward address. I again received an automated response.

On 18/2, I received another BT email stating additional charge of £103.58 for ending the contract early (surely there must be a code of conduct with a duty of care for customers in my situation?) I was also told I would have to pay an additional charge of £30 for ending my broadband early! This email was signed Warren Buckley - Managing Director, Customer Services.

On 19/2 I received yet another email stating I was again being charged an additional feel of £20 for exceeding my broadband usage.

I also had correspondence from BT Complaints department who made a lot of noise in apology but refused to lower the bill that was by now, more than £540, to which I responded stating my disgust with the service and care and that I would see them in court if they were not prepared to be reasonable.

Since that time I have received two letters from Moorcroft stating I now owe more than £700 and with threats to take the case to court. An additional £147.00 had been added to the bill, allegedly to cover BT costs in this instance. The last letter was only two days ago and with more threatened added cost of solicitor and court, coming to over £850.

I am absolutely disgusted with the way BT have treated me and used a debt collection agency to intimidate and escalate the final bill. I am more than willing to come to a fair final account and pay by reasonable instalment plan. I would also like BT to send, as in Paddy's case, a package to my old address so that the BT equipment can be sent back and taken off the final bill.

I hope, as a BT representative that you can help me to resolve this problem. It is obviously causing me a great deal of stress and extending my health problems that relate to stress.

BT_company_representative

Hi Tai Chi Italy

If you send us an email using the contact us form address in my profile we can investigate this for you.

Thanks

Stuart

Tai_Chi_Italy

Hi Stuart, Not sure what contact form or profile you are referring to!


You are welcome to contact me through PM here and I will give you my email address. I do believe however, that I have given you a great deal of information already, and also have presented a sensible way of resolving this matter.

I look forward to hearing from you.

BT_company_representative

Hi Tai Chi Italy

If you click on the name BT Company Representative you can click on a link to view my Public Profile. In there is a link to contact me.

I don't have access to send private messages. If you can include good contact information we can assist further.

Thanks

Stuart

Heinz

Tai_Chi_Italy wrote: »

Hi Stuart, Not sure what contact form or profile you are referring to!

Click HERE and give all the details you can about the account (not about Probate or family).

Include the below link to this thread as part of the text.

https://forums.moneysavingexpert.com/discussion/comment/61165873#Comment_61165873