Cancellation charge appearing on my last bill

Hi,
I called BT on 20th November 2013 to move house and transfer my BT calls and broadband (BT Infinity Option 3). The lady I spoke with said that they were unable to provide the same service at the new property (No infinity available) so my options were to downgrade to the avaiable broadband on 1Mbit or to cancel the contract. She also said that the latter would not incurr any cost as they were unable to provide the same services, So i went with this option.
Winding forward by two month, I recieved my "final" bill today and there is a shocking charge for ~£149 on the bill stating that as I cancelled my BT service within the contract period, that is what this charge is.
I called customer services (in India) who are saying that there is no evidence on record that this was a house move so are claiming that I need to pay this. All I have in email form is a cancellation order that BT sent through on the 20th November.
Is there anyway I can speak to someone that can help with this. I have been passed around between 3 people in the past 3 hours, not one being able to resolve the issue. The first one said that they will be able to issue a refund no problem - but need to speak with someone in billing.
Thanks
Anand

Hi nigma,
Thanks for posting!
I'm really sorry that this has happened. As we can't provide the same service at your new address you shouldn't have been held to term on the BT Infinity package. No need to worry as I can help sort things out from here.
Click on my username and under the "about me" section you'll see the link to get in touch with us. Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
All the best,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
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I have a new Samsung phone and I live in CT. Last month they charged me $38 on my bill for the sales tax for the new phone which was $600. I'm paying for the phone itself over 20 installments of $30 each. Now again I'm getting that same $38 charge. I can

I have a new Samsung phone and I live in CT. Last month they charged me $38 on my bill for the sales tax for the new phone which was $600. I'm paying for the phone itself over 20 installments of $30 each. Now again I'm getting that same $38 charge. I can't believe that the monthly CT tax is higher than the payment for the phone itself. Does this make sense. Last time I spoke with them on the phone it was for 1 1/4 hours for something simple. I don't want to call unless I need to. The salesman told me nothing about any of this. Thank you for any help you can offer.

The bill from last month states:
CT state sales tax** $38.10
** In some states sales tax or surcharges are calculated on the full cost of the full retail price or VZW cost of the device you purchased and not on the discounted price you pay. The sales tax or surcharges charged on your device was based on $599.99 and appears on this first bill.
The current bill says the same.
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System generated cancellation charge but I was out...

I have a cancellation charge on my final bill that shouldn't be there.
I spoke to someone at BT and explained that I renewed then cancelled my contract straight away by email within the cooling off period as per consumer protection regulations, before deciding to move to another provider through an approved process.
He said not to worry as the letters were system generated and to get in contact again to have the charge removed if it appeared on my final bill.
It did appear on my final and I emailed to get it amended but no-one has done so, or replied to me.
I've heard there are Mods on here who can move things along a bit.
Please help!

Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved
do not send them a Personal Message as this is the incorrect contact method and cannot be properly tracked also the mod contacted may not be on shift for sometime and this will delay your help
The forum mods normally reply within3/5 working days after you have contacted them
They will contact you personally by email or phone
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Incorrect cancellation charges

Having ended my contract with BT for phone and broadband, I am unable to get the billing team to remove cancellation charges from my final bill - charges which another colleague at BT (Indy) agreed should not be incurred and which would be removed by the billing team. I have had various frustrations with BT over the last two years, but having to contest something that had already been resolved seems like a new low.
A year after my package was activated, my bill started showing a superior deal (BT Infinity Option 2) rather than the basic Infinity Option 1 that I had previosuly been on. It took me a month or two to notice the error. When I flagged the mistake via this forum, the overpayment was credited to my account and I was returned to my original deal (thanks to moderator Patrick Boyle).
On terminating my package last month the operator I spoke to (Indy) agreed that, although a cancellation charge would automatically be applied to the bill, no cancellation charges were appropriate since I had stayed with BT for over two years without ever requesting a change to the package. She told me she had added a note to my account and gave me a reference number which I should give to the billing team once my bill was generated so that they could then remove it.
When I spoke to the billing team on Monday they could not trace anything from the reference number. The operator (Joseph) said he would listen to my call with Indy from 7 May and once he had confirmed our agreement he would call me back to confirm the charges would be removed. Five days later I haven't heard anything. That's two people I have spoken to who agreed with everything I said, but totally failed to do what they said.
What more can I do?

have you tried live chat
live chat http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Porting out, how will the last bill workout?

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budney, I regret to hear your considering canceling service. Leiko27, thanks for the information, your correct. If your under contract and you call to request cancellation of service, the cancellation will not occur within the system until the end of your current bill cycle. Your final bill will have your early termination fee listed.
Additionally, budney I would like to know why your canceling and review any options so that you can stay with our wireless family. I will send you a private message so that we can discuss your account in further detail. We truly do not want to loose you as a customer and want to make sure you are happy with your service. Your important to us and we value you as a customer.

Ridiculous Cancellation Charge

On contract from Oct 09, moved house last June. We cancelled contract with BT and they said that was that.
Hear nothing for a year & I now have a letter from a debt collection agency asking for close to £400 in charges relating to the contract.
Called BT, lady tried firstly to claim unpaid bills as source of debt, then spouted off cancellation charges and equipment & connection costs. It is my belief that as I moved house, I'm not liable to pay anything except a cancellation charge, definitely not line rental or "disconnection" charge.
Anyone? Help?

Contact the Mods here- http://bt.custhelp.com/app/contact_email/c/4951 can take 72 hrs to get a reply.
Mortgage Advisor 2000-2008
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I'm alright Jack....

Re: Former customer's access to online bill pay blocked - no way to pay last bill - Brilliant Verizon!

Branched from Former customer's access to online bill pay blocked - no way to pay last bill - Brilliant Verizon!
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Message was edited by: Admin Moderator

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Cancellation charge appearing on my last bill

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