BT cancellation charges after moving home

jpr_74

I moved from my previous address at the beginning of November 2013, and gave BT 30 days notice to say that I was moving out as my tenancy was ending.

When BT sent me a final bill after I moved out, they sent me a bill for £43.19 for final charges for beyond my moving out date up to 28th November, and £30 of this was a cancellation charge as I was not transferring my services to my new address, even though I couldn't. Due to this they said that they would look into this and get back to me.

I called BT again in December, and twice in January to dispute this and after several conversations two of their representatives agreed that they would zero the bill and cancel my account with them. So I thought that was that.

Yesterday, I received an email reminder for the original bill, and I called them to find out what was going on. They said to me that they had no record of any phone calls to them other than the call in December to confirm that I had moved out and they could confirm they would close the account.

Due to this the bill would stand and I would have to pay it. I then asked why there were no notes on the account regarding my dispute and they could not tell me why and once again the bill would stand.

I then asked to escalate my dispute, and after being put on hold for 15 minutes they said that someone would call me back in 5 days and that it would be discussed why the bill would be maintained.

My dispute is twofold: Am I right to continue the dispute on the bill of the bill where it has charged me beyond the move out date, and also is the £30 charge correct? There was no way that I could control the moving out and also could not continue their services elsewhere.

Should I go to the ombudsman about this, do I have any rights?

Any advice would be appreciated.

JJ_Egan

You pay up to the end of your contract or pay the standard cancellation charge .
Your fault you moved not BT .

macman

The ending of your tenancy is a third party issue-nothing to do with BT, so if you are within your minimum term then an ETC is payable.

I_luv_cats

macman wrote: »

The ending of your tenancy is a third party issue-nothing to do with BT, so if you are within your minimum term then an ETC is payable.

Cessation Charge
A cease charge of £30.00 (not subject to VAT) is payable if you cease your broadband service and do not request and use a migration access code or another recognised transfer process to move to another service provider. This charge is not raised if you are moving home and BT is unable to provide the service at the new address. For more information please visit www.bt.com/ceasecharge

macman

There is nothing to say that BT could not transfer the service to the new address.