Closing contract

Question

PLease can someone help me as Bt seem incapable of even the most basic requests.
Last year sept/oct after many serious issues regarding billing, direct debits and abusive and aggressive p[hone calls , I made a written complaint to BT , the end result of this , after being told I had unknowingly signed up to a 12 month contract by taking on the ESPN package was that I was informed I could cancel my contract at any time without penalty. At that time I was unable to find an alternative supplier so had no choice but to stay.
In march I was suddenly and unexpectedly given notice to quit the rented property I had been living in for 5 years , initially I contacted Bt to transfer my service , and was told I would have to pay `£130 connection charges , after some discussion I was offered installation for £30 if I took out an 18month contract even though my rental is only for 12 months . As this seemed my only option I agreed. However after speaking to the landlady of the property she refused permission and I rang Bt to cancel the order.
On 31/3/11 I was advised the order would be cancelled and my service closed on 1/04/11 as requested. I was advised a cancellation charge would apply , I advised the customer service again, Lisa of my previous dealings with the complaints department in sept/oct and she looked at the records, however despite making the promise to me of charge free cancellation the agent had not documented it as such. Lisa advised the the original calls would be listened to , and if as I insist I was not advised of the extension to my contract cancellation charges would be waived.
On 31/3/11 I again contacted Bt to ensure the cancellation closure was set and was advised initially only the order had been cancelled but now the service had also been ordered and would go ahead on 1/4/11 but to call 150 @ midday to check, on 1/4/11 whilst vacating the property I tried to make the call but the line has been disconnected so foolishly I presumed my service /accounbt had been closed a requested.
On 4/4/11 I received my ebill showing cancellation of my telephone but the ongoing provision of broadband and vision to my new property, I again called Bt to be told that closure had been requested and would take place on the 8/4/11 and after this date a revised bill would be issued crediting me for the unused portion of my previous bill and removing the advanced charges showing; I was advised I did not need to pay this bill until a new one was issued.
The bill remains unchanged and having contacted bt yet again on 12/4/11 I was advised that the account and service was still active- needless to say I am completely frustrated and angered, I was now advised service would terminate on 19/4/11 but in acknowledgement of the poor service , no further charges would be levied after 1/4/11 as this was the date I originally requested closure of the account. I was again told a cancellation charge would be due and again repeated my previous assurance that no such charge would apply and also requested why no action had been taken to listen to the original call as was promised on 26/03/11.
Once again I was promised action would be taken and that the cancellation charges would be cancelled and all excess charges refunded.
However my bill remains unchanged, it appears my service is still active despite an email form Bt co informing closure of service on 19/04 /11 and I am now receiving email regarding my "unpaid" bill.
I am so frustrated angry and disappointed with the severe I have received, please can one of the moderators help me with this ridiculous situation , Bts customer service is appalling and I am at my wits end.
Many thanks
Alison

Answer 1

Hi Alizon15,
Thanks for the posts and welcome to the forum.  I would recommend using our live chat facility via this link Live Chat as they will be able to sort this out for you.
If for any reason you have no joy via the live chat team then Please drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include your BT account details and the link to this thread.
Cheers
Sean
BTCare Community Manager
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