BT charging for closed account!!!

SophieMal

Hi, PLEASE CAN YOU HELP!!!
My mum closed an account with bt in may last year (she had to move to another country for a while) she had paid up until June and she had asked if there was anything else she had to pay and two people, including a manager said there wasn’t at all (no line rental as we were leaving a few days after this call). Now they have sent a debt collecting company to get almost £90 from her and we do not have even close to that kind of money spare, we will probably have to skip a meal or two to pay it off. Can you please help in any way with information on how to combat this, or even just a way we can let bt know that they have a communication problem?
Thank you for anything you can do,
Sophie

JJ_Egan

What is the bill for .
Line Rental is paid monthly so its not that .
Could it be a broadband contract that still had a number of months to the end date ??

SophieMal

We don't know, they said there was nothing outstanding to pay, mum asked about any other calls that might be made after closing the account and they both said there wouldn't be. She said that sounded odd but they confirmed that there was nothing left we had to do.
We just don;t understand, and as we've been out of the country we haven't had any information sent to us explaining anything.

JJ_Egan

What have BT said ??

SophieMal

They have just said we owe them - we haven't had much contact from them as we were out of the country for 6 months There hasn't been any explanation as to what its for - think they are saying its what is outstanding - we paid all the cancellation fees etc when we closed the account

iniltous

Is the demand for payment from BT or a debt collection company working on behalf of BT ?, if it's BT doesn't it come in the form of a final bill ?, unless that final bill was sent 6 months ago, and now it's just a letter/email saying you owe £Xx, , can you find the email or letter (final bill) they sent , presumably around 6 months ago ?
TBH , it's seems quite common for the customer service people to say one thing when you call asking what the final bill will be, then the actual final bill arrives and is for a totally different amount ...the final bill ( email bill or sent by post depending on how you used to get your bill) should show how the figure is arrived at, and probably is the actual amount owed, it could be some element of the final bill isn't available when you call, it may only be 'visible' only when the account closes, hence the service rep giving unreliable info.
If you don't know what the amount claimed to be owed is for, try asking them for a duplicate final bill, or at least a breakdown of the £90