Service has been cancelled

Question

This has given me a headache….
11 Months ago I cancelled my bt vision service due to my Freeview signal not been good enough... I received a pre-paid package from BT to send it back, which I did.
Fast forward 6 months, I realised I was still being charged for BT vision when I moved house, fair enough, rung the call centre “ yes sir I do apologise for this we will make sure this is rectified “
2 Weeks ago I realised that it is still going on, so I called the contact centre bouncing around from department to department, having the phone hung up every time I tried to speak to a senior member of the team, I finally got through to someone after 2 hours. They advised me that this will be resolved and a refund of £137.50 would be credited to my account. I had stated I would not pay my bill because I am owed this, when it is credited they can post the credit to the account. 1 day later my phone and broadband are suspended. So I make the call again… after 2 and a half hours of department hopping I get through to the BT vision billing department explain what has happened for what felt like the 100th time, to be told there’s not a lot they can do. They reorder the Vision account to be cancelled; they manually reactivate my connection, Great! But the credit I will need to speak to a supervisor “I will be transferred “ I am told… 45 minutes holding I look at the clock.. 8:00pm and unsurprisingly the line goes dead and all the helpful little call centre bees strudel off home.
Next day after laying in be contemplating turning Amish just due to convenience really, I head off to work.. Not before checking my emails before I leave.. But what’s this ahh my service has been stopped again WOO!  So I get home from work.. I make the call again Blah Blah Blah wrong department, another person blah blah blah.. That’s the summery of an hour and a half. I hang up to go and eat... Ring back get through to a helpful gentleman, who says they will re cancel my vision because it doesn’t look like it’s been done and restart my service... and get the credit issued. Brilliant
So happy as can be problem seems to be sorted.. But waiiiit Tuesday morning I wake up get some breakfast get dressed, check my email before work it’s still working. 9am my phone goes it’s the wife my head thinks ack did I leave the loo seat up or something. No no BT have cut off our phone and internet... But not even the friendly cut off where I can still ring them from the landline... Full account cancellation. Sighhhh
So home from work hi to the wife, hi to the kid.. back on the phone to my bit on the side good ole’ BT. Department bouncing, we cant help you, blah blah blah, cut off, ring back etc etc. Finnaly I get through to a lovely lady in Sunderland who is nice as pie, she’s going to help me..we go onto a conference call with a manager somewhere.. the helpful soul who I spoke to on Friday put a cancellation on for my whole account.. and also there’s 12 cancellation order’s pending for my BT vision account. To get it sorted it’s going to take a day.
So I rang back yesterday got through to a call centre obviously not in Sunderland.. apparently they can’t transfer me to the helpful Mackem team but alas she is able to email them and asked them to call be back within half hour. So that was 19 hours ago. I’ve been without a stable service for 2 weeks, your chucking more and more late charges on and a cancellation fee. What I may do is charge you a late cancellation fee of 11 months plus the 24+ hours total I’ve been on the phone to you (of which I’ve probably only spoke to a human for 2 hours) So either someone fixes this shocking customer service or I am going to become Amish.

Answer 1

Hi RjMaJay,
Did you contact the BT Care Team (Mods) as suggested in ChristopherP post?
ChristopherP is one of the BT Care Team (Mods)
If you haven't contacted the BT Care Team (Mods) then you can by clicking on the link below.
Contact BT Care Team
The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems.
Once contacting them they will reply either by phone or email usually within 3 working days, however you will be given a tracking number immediately after sending the request. Please take note of this.
It may also be best to not ring the general helpdesk number once waiting for the BT Care Team to contact you, as it can sometimes confuse matters.
cheers
jac_95 | BT.com Help Site | BT Service Status
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