Money Illegally Taken from my account by BT

Question

I'm sorry its resorted to having to create a profile on the BT Forum but I'm at the end of my tether and if this is not resolved have been informed to take legal action.
I was a loyal BT Customer for 8 years but decided in November 2012 to switch to Sky Broadband for our broadband and line rental. We had not upgraded our BT Broadband for sometime and were out of contract with BT but just kept the same deal and didn't bother going for a new contract even though we could have saved money. Plus we hadn't received any new equipment from BT since our original old style white wireless router (so 5 or so years without any new equipment from BT).
Our BT Broadband and BT line rental was set-up to pay be monthly direct debit which was always paid.
• I had £40.00 taken from my account on the 8.11.12 by BT GROUP PLC by Direct Debit
• Our BT Broadband and line rental finished on the 13.11.12
• SKY Broadband and line rental started on the 14.11.12
• I had £61.50 taken from my account on the 10.12.12 by BT GROUP PLC by Direct Debit
• I had £61.50 taken from my account on the 1.1.13 by BT GROUP PLC by Direct Debit
I have used the online help tool and have spoken with 6 different people now trying to get this matter resolved and was informed that a cheque would be issued for the outstanding amount that had been taken.
• I received a cheque this morning for £40.88!
I want to know where the rest of my refund is? and why BT took £61.50 from my bank account in December 12 and January 13 and when I can expect to get this money refunded?
To say I am furious about this is an understatement and after taking advice from my solicitor have been advised if this matter is not resolved or an adequate answer provided in the next 21 days have been advised to take legal action. I am very disappointed in the way BT have handled this issue.
As someone who always praised BT to other friends and family feel I have been let down and had money illegally taken from bank account purely because of my decision to change broadband and telephone provider.

Answer 1

Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
Please delete your phone number and e-mail, as this is a public forum.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.