My account has been cancelled

Last night I received an email telling me I had placed an order to cancel my line and broadband. I never made this order, especially after having to wait TWO months to have my home move order activated. 
I have called to cancel this order this morning and was told it was cancelled and my line would not be deactivated. 
I then called again to enquire about a refund for the two months of broadband I had paid for but couldn't use because the home move service didn't work. I was told my the advisor that my line was still going to be cancelled next week, even though I don't want it to and had already been told it wasn't. I then asked for the cancellation to be cancelled again and was subsequently hung up on. 
Please can anyone help?!
Steve

steevie_b wrote:
Any ideas how an order can be placed to cancel my services (and be told I have to pay a £224.45 cancellation fee) without my knowledge?
Steve
I have no idea, as I am just a BT customer, but I am sure that the BT Care Team will sort it out, as they take personal ownership.
Keep a note of your tracking number, and they will be in touch.
I am sure that other forum members will be interested when this is resolved, so please update this thread when it has. Thanks.
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.

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