BT cancellation issue

Alisonpennypincher

Hi,

Not sure if anyone has experience of this, but I recently changed my TV provider from Sky to Virgin so called BT to cancel their sport package (as BT sport is provided FOC with Virgin). 30 days notice being served until the 3rd October.

Today, Virgin have now been in touch to offer me a great package on my phone and Broadband service, so duly signed up, to start in 30 days and called BT to cancel. However.......BT's system will not allow them to process another cancellation on top of the sports cancellation i already have going through.

So I have to wait to call them on the 4th October and give them another 30 days cancellation which means i am stuck paying for the service for extra time that their systme won't allow me to cancel!

I'm seething, has any one else encountered this? Is there another department i can speak to?

TIA
Alison

suki1964

Ive just gone through the same thing

Imcalled to cancel on the 30th and for some reason their system wouldn't accept it so they said they would put a manual request in and someone would call be back within 5 working days. I said for them to put in the notes that cancelation request was from the 30th

Week later, I rang again as hadn't heard, same old run around. Once again I made the guy put in the notes that the cancelation had to be dated the 30th

Last week called again This time the guy said he hadn't heard such rubbish, kept me on the line while he tried to cancel my service. It wouldn't go through again but he said hold on, there's another system, and voila, he cancelled my account. Today is cut off day - yayyyyyyy

Ring them back ask to speak to a supervisor. If they really can't cancel until the fist has gone through, make sure it's noted that you want your notice to start from today

Alisonpennypincher

Thanks

I called back and said that my cancellation date was to be noted to be from today, then fired off a email complaint to the CEO. Had a reply from an executive customer service manager (or something like that!) so we will see!

Still can't believe that a huge company like BT has such a backwards system :rotfl:

breeze49

I'm having a similar situation in that I thought I had cancelled my Bt tv/broadband package in June at a good 6 weeks before my 12 contract ended. At that time I asked for a better deal which they wouldn't give me so asked to cancel the Deal. There was a problem in cancelling the tv part of the contract because it was on special offer or something so accepted that but was assured it would be cancelled when out of special offer.
On the 27th July I was connected with virgin and thought all was done and dusted. It was only a few weeks ago that I noticed that BT had taken £82 for July and £42 for aug and I put a stop on my direct debit payment for Sept of another £42 after speaking with BT and highlighting the problem They put me in Dispute mode and said that I couldn't cancel the account whilst in dispute even I said I will be losing more money paying for services I wasnt using. Today I rang again for the 5th time during the last 10 days and demanded that the account is cancelled. The handler agreed to do this and I will be billed £31 for a disconnection fee. I asked for an email confirmation so will wait and see.
During the dispute period bt called twice but missed there calls, the first call was when the phone was on my person and it never rang... strange how that happens. When returning the call, they say you cant respond on this number but dont give a number to call.
I think Bt like a lot of big corperations are getting to big for their boots but not a lot can be done about this apart from giving them a miss in future.
I will await the outcome of the dispute which I was originally told would be 10 days, 6 days ago, and this morning was told it would be resolve by the 16 October. I will be firing a email to the CEO if They decide not to reimburse me. The lesson is to tape all conversations and make notes of when, who and what was said.