BT Billing Me for months After Switching to EE — £300+ Lost and No Resolution

FonsoBoy123

Hi all,

I’m hoping someone here can help or share any similar experiences.

Back in March, BT offered me a great deal to switch to EE (which they also own). I accepted and received my EE equipment on 26th March, with services activated the same day. Initially, everything worked smoothly, but it didn’t take long for issues to surface.

🔹 EE Account Problems:
I could log into my EE account via the app and website, but once logged in, I couldn’t view my bill, services, or even see my account number. I assumed it would fix itself — it didn’t. After several hours spent contacting both EE and BT, EE eventually resolved the issue and sent me my first bill.

🔹 BT Still Charging Me:
Despite my BT account showing as cancelled and inactive, BT has continued charging me monthly. I’ve been charged for:

- 23rd March – 22nd April £86.98
- 23rd April – 22nd May £86.98
- 23rd May – 22nd June £86.98
- 23rd June – 22nd July £86.98

That’s over £300 taken for a service I don’t have, and it’s triggered bank charges after another payment bounced due to insufficient funds.

 Going in Circles:

I’ve spent hours — including literally one full 9-hour day — trying to get help from both BT and EE. Each blames the other:

- BT says they can’t issue a final bill until EE “does something”

- EE says it’s BT’s problem and refers me back

I’ve been stuck in this loop for months.

EE suggested I cancel my BT direct debit via my bank, but I’m concerned this could cause more issues — like BT adding missed payment fees or making it harder to get a refund.

🤔 Has anyone managed to resolve something like this?
How can I get BT to issue a final bill, stop charging me, and return the money they shouldn’t have taken?

Any advice or guidance would be hugely appreciated.
Thanks in advance

marcia_

 I was already expecting this because I've just moved from bt to ee. Your post reminded me to go cancel my direct debit 

mebu60

Email BT CEO allison.kirkby@bt.com making a formal complaint. Should get picked up by one of her executive assistants. 

QrizB

Also, contact your bank and instruct them to reverse those four unauthorised payments under them terms of the Direct Debit Guarantee.

iniltous

Are you aware of the BT and EE customer forums 

https://community.bt.com/

https://community.ee.co.uk/

Create accounts and post your problem , I’d guess BT one is better given its them that need to close your account and refund your money, FWIW , the Moderators  tend to say ‘call our representatives’ on the initial post , it’s only  when posters say ‘I’ve already tried that’ do they send a private message , so say from the outset you have already tried multiple times to sort this out with BT  , it’s unfortunate that the moderators don’t seem to get involved as much as they once did , previously they would simply say leave it with me , and get the issue sorted .
Contacting the chairman’s office as stated is a good idea too.