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.

SalveForOldSores

Its still going on in 2026 . . . .BT are an absolute shambles now.

It s all stems from the BT/EE merger in 2023 - a pure boardroom/City of London ambition.

They have become a pure rentier organisation in the American vogue, taking your money, shovelling it up to the Elite shareholders and management and failing spectacularly to deliver services. The Regulator knows that and does nothing.

In my case, I have been a BT Customer, without issue, for 41 years . . . until this April. So far over the last month and a half I have received, unsolicited, a defective BT Smart Home 2, temporarily lost Digital Voice service on my telephone and lost access to my on-line BT account.

A complaint to the BT CEO on 5th April and again later in the month still hasn't resolved the issue and a promise of a so-called 'Final Position' letter hasn't materialised, but I am informed that BT are unable or unwilling to rectify the issue and were unable to provide a resolution date. The only thing that has happened is that BT have re-instituted paper billing !!!

The background is as follows. . .

After having Digital Voice service for only a year on my FTTC/VDSL line, . . . a line which has been in place since 2011, someone in BT, unsolicited or requested, sent me a BT Smart Hub 2.

I already had a BT Smart Hub 2, but the one recently supplied was a newer model.

In the event, when connected to the internet, this hub's menu displayed lists of another customer's DECT phone and Mesh wireless disk. It was improperly refurbished - BT's contractor had not wiped its NVRAM before despatching it to me. It was contaminated with another customer's details. When I realised what was happening, I immediately disconnected this hub and replaced it with my original 'Clean' BT Smart Hub 2, but that turned out to be too late.

The erroneous detail had already propagated up the line, courtesy of the TR069 industry wide provisioning protocol (Which BT had specially tweaked), and deposited in my personal line profile file held on the remote BT ACS provisioning server. It had contaminated BT's own on-line file which associates my line with the BT Services provided for that line. So another customer's services specification has replaced mine. Subsequently, this erroneous detail was written by the BT Server back to my previously 'Clean' hub and contaminated that.

Subsequently, I temporarily lost the DV telephone Service and later on 16th April 2026, I lost access to my on-line BT Account. I couldn't see my bills or select additional services or add additional or new equipment to my account. I noted that the BT Price Guide for 2026 has an effective start date of 17th April 2026, so there's the merest suggestion that this situation is something to do with migration of customers, perhaps to EE, or possibly the shedding of 'Low Revenue' customers that BT don't want on their books anymore or wish to migrate to "High roller" EE.

Other than the above, I am completely in the dark as to what's going on. The operatives in the Executive Complaints department seem to operate on a very tightly controlled script, which is extremely defensive for BT and yields the customer nothing useful. Further, the apparently automatic deletion by the BT system of E-mails on subjects then system doesn't like or at certain points in the process doesn't fill me with a nice warm feeling.

Consulting Microsoft Co-Pilot AI has yielded a comprehensive list of regulatory breaches so far committed by BT.

How this organisation has changed for the worse . . . . . .bring back G.P.O. Telephones . . at least they had some integrity.

SalveForOldSores

In the fullness of time chummy will be getting a letter:-

Minister of State for Data Protection and Telecoms - GOV.UK