Cancellation Fees AGAIN

To anyone reading these forums - if you're thinking of going to BT make sure you do your research and have a printed copy of the T&Cs handy at all times when discussing with them your bill, especially when leaving/cancelling.
I honestly thought this was resolved. Woke up this morning to find an email saying 'Final bill' and my heart did a jump as I thought this was the bill that said £0.
Background: I moved house and BT couldn't provide the same service at the new house and therefore said were liable to waive the fees for the contract being cancelled. Fair do's. All hunky dory. Then I received the bill saying I owed £79 cancellation fees. I spent nearly 2 hours on the phone speaking to 4 different people over two separate days (Sunday/Monday) to solve this. Your weekend staff in the 'Billing Department' need to be re-trained as they were rude and ill-informed. The lovely gentleman in your customer service on the Monday was fantastic and so helpful. The others were not. I was repeatedly told that I had cancelled mid-contract and the fees were to be paid. I argued diplomatically that they were wrong and was told I was wrong on all 3 times with the other members of staff. I eventually had enough, and contacted online (the previous time I couldn't as it was down) where Tracey eventually resolved the situation, cleared the fees and put a definite note on my account.
NEW BILL WOE: Received final bill of £124.43 in Broadband cancellation charges. It's there on that bill with the £79 fee waived. Once again, under Package, it says 'You cancelled this service while on contract - so this charge is for your Package to the end of your contract'. WHAT PART OF I DO NOT HAVE TO PAY FEES DO THESE PEOPLE NOT UNDERSTAND?! As you can tell this has really riled me as I thought this was resolved.
I am now online chatting to Anil who has said he has now resolved this for me, albeit without a reference number. I will be making a formal complaint as this is beyond a joke. The customer service staff have always been helpful, but as soon as I have to deal with anyone else it all goes to pot. Weekend billing staff didn't seem to be able to read notes on accounts or understand their company's own T&C's.
Hopefully this will be the last time I am writing on here and you people don't need to read my whinging.

Hi Nebski,
Welcome and thanks for posting.
I'm really sorry for the mix up with these charges. If we are unable to provide the service at your new address then cancellation charges definitely should not be raised.
No need to worry as I can get you sorted 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.
Thanks very much,
Robbie
BTCare Community Mod
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Cancellation Fees AGAIN

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