BT continues to bill me for cancelled service

OhSoCold

I’m currently receiving cancer treatment and in and as a result closed my business (self employed ) and contacted BT to cancel my business services , Broadband and digital line . These were based at my home address and a couple of years ago when I renewed my Contract I was persuaded to go over to a VOIP phone line which had by voice cloud express attached to it , which I should add I never used .
 On calling them in Jan I said I wanted to fo away completely with the phone line and number , I was asked if I was sure and that once gone I couldn’t retrieve etc , I was adamant I no longer needed a bt phone number . 

Bt essentially switched me over to a residential broadband service via EE and I received all the emails showing this would happen on 27th Jan . It listed all the services BT business were deleting and showed the action for the phone line was “delete” . I was also sent a Jiffy bag to return all their equipment including the phone . 

Today I’ve received two overdue marked bills by email where I’ve continued to be charged for BT voice cloud express at a cost of £34 a month , (the dd was cancelled ) more than I was paying for the entire package previously ! 

I’ve downloaded the voice cloud app to see to my horror that my landline phone number is still showing as active despite me requesting the cancellation and BT informing me I’d lose this number for ever , now it seems I’m paying twice as much for broadband and a ridiculous cloud phone line I don’t even need or want . 

This has caused me so much stress as of course it’s been impossible to get through to BT and the bill informs me they’ll take debt collection action , The voice cloud express service was free as part of my BT Business account , how can they justify leaving my number and swapping it to an overpriced cloud service when I didn’t request this and they confirmed they were deleting my number ?

elsien

Have you formally complained to them?
there are mechanisms other than by phone.


The mention of debt collection is a standard computer generated letter, so I wouldn’t worry about that just at the moment. 

OhSoCold

elsien said:

Have you formally complained to them?
there are mechanisms other than by phone.


The mention of debt collection is a standard computer generated letter, so I wouldn’t worry about that just at the moment. 

Not yet , I’m having chemo and have been quite ill
. 
I’ve checked through all my literature , I asked to cancel my phone service and broadband as a business customer on 13th Jan , this was all acknowledged by email . 

I didn’t have a land line but a VOIP service from them called BT voice cloud express . I explicitly requested to terminate my phone line and this was acknowledged .. They even sent the Jiffy bag requesting all the equipment back .. I switched over to their residential broadband so it was all done in house , 
However .. it seems after some research today that the phone line service as never cancelled , I’ve just downloaded BT voice cloud express onto my mobile where it clearly shows my number still active with a load of missed calls . They even texted me in cancellation day to confirm and reminded me if no longer have a landline and l would lose this number 

Im going to put a complaint in writing but I’be a feeling they’ll conveniently have no evidence if me asking to cancel my bt business line when I explicitly told them I’d shut my business and wanted broadband only so may have to bite the bullet sbc formally cancel .. again .. 😞

elsien

How was your  request to cancel acknowledged? Verbally or by email?
Do BT Record calls  as a matter of course?

Have you checked your spam folder to see if there’s anything in there?

southsidergs

I love the post where first response is "complain" when did we become a "complain, complain culture"? Chances are a call to BT business will solve this, if full cancellation was requested something has obviously went wrong which can be resolved without going straight to complaining

movedto03

BT should be very easy to contact on 0800 800 152 and it's a free call.