Leaving BT

Williewonthe

If anyone is currently with BT and is thinking of leaving them for another provider, I recommend that you keep a good log of all your communications with BT and record any phone calls (you have to tell BT you are recording a call if you are thinking of playing the recording to a third party, but you don't have to tell them if the purpose of the recording is a record for yourself and it will not be played to a third party).

At the end of last year I moved from BT to Plus Net. My Broadband connection was terminated correctly and, due to Ofcom regulations, my phone line could only be transferred on 14 January. A letter from BT confirming this was received. However, BT continued to bill me until the 18th of last month and, indeed, signed me up for a package that I had not asked for!

I made several calls to them (recording them all) and never got an explanation as to what had gone wrong - well, I did - they blamed Plus Net for not doing something that BT said that they should have done when I was transferred. Surprisingly, BT couldn't tell me what that was! Plus Net said they had done everything according to the standard procedure and there should have been no problem with terminating my phone line account with BT.

Once I rang the accounts department and got an Indian call centre from where I received information that was 100% WRONG. It took a further three phone calls before I got to someone who could actually understand joined-up questions but could still not give me an answer to the question as to why I had continued to be billed after 14 January and why I had been signed up to a package I had not asked for.

Today, it looks like the end of the saga has been reached and the relevant credit should be in my bank account shortly. I can't really be bothered to look at the bills again with all their various subsections - I would defy a qualified accountant to understand them - I'm just glad it's over and I won't have to deal with B*oody Terrible again.

I have written to the MD for Sales and Service to tell her what I think of BT. It will be interesting to see if I get a reply.

Be warned!