Hosting has been cancelled but BT wont cancel Web Manager or search marketing invoices

Jess — Tue, 04 Mar 2014 17:12:35 GMT

I called and cancelled in Sept 2013, it was confirmed via phone the website was cancelled. I received my final invoice for host and I checked online to see the site has been taken down. Since then I have still been receiving bills for Web manager and Search Marketing charges for BT. I have called millions of times and no-one can help, I get transferred to different departments but always seem to be cut off. I am now being chase by credit controllers as I cancelled the direct debit hoping they might want to resolve this issue but again I am given numerous numbers and transferred until the phone goes dead.

I have also sent numerous emails (see below) and I have still havent got anywhere, if anyone has any idea of how I can resolve this ongoing .

On 24th August 2013 (called) gave my 30 days notice

On 30th Sept 2013 (called) to confirm the website package has been cancelled

I was then still receiving bills for Search Marketing and Web manager Invoices, I checked to see that the website had been cancelled and it no longer existed so I was curious as to why we will still being charged ‘search marketing’ which is for if anyone was to type us into a search engine it would direct them to our ‘cancelled website’ and also what we were still being charges ‘BT web manager’ fees when there was no site to manage.

On 3rd Dec 2013 I emailed BT querying why we were still receiving invoices, the website had been cancelled.

On 27th Dec 2013 I called billing, spoke to Nicola. She said the package hasn’t been cancelled properly on the system and will get someone from cancellations to call me back.

On 3rd Jan 2014 No call back so I called again, I explained the domain had been cancelled, I have been invoices up till the 16th Sept for the web hosting but I am still getting invoiced for search marketing & BT web manger. I got told someone would call me back, never did.

On 15th Jan 2014 I called again and was told the December Invoice has been credited on the system and they cant tell me if the whole package has been cancelled and put me through to another department where I was left on hold for 40mins and by then I gave up and hung up.

I then cancelled all the Direct debits for BT as I refuse to pay for a service which was cancelled in September, every time I call I am promised call backs and never get them. Every time I email it gets ignored and quite frankly I am absolutely disgusted by this service.

Now I am getting credit controllers calling me for payment for these unpaid invoices. I received a call on 7th Feb 2014 and explained the situation to the man that was chasing for payment, he said he would raise the concern with customer service. Then on 10th Feb 2014 I spoke to someone called Herbie explained the situation AGAIN and AGAIN he is raising the concern with customer services. Now it’s the 14th Feb 2014 and I am receiving emails still chasing for payment. I am keeping note for every call or email I make or receive until I finally get someone that can CANCEL THE WEB PACKAGE.

Re: Hosting has been cancelled but BT wont cancel Web Manager or search marketing invoices

Burkem5 — Tue, 18 Mar 2014 11:07:16 GMT

Hi there @Jess

First off I would like to apologise for way in which you have been treated.
What we need to do is get you through to the cancellations team immediately to have this resolved.
You can do this by calling 0800 800 152 and when asked what your call is regarding say "cancel a service" this will get you to the correct team.

From there you would be able to explain this situation to them and have this correctly resolved.

I am sorry I could not be of more help

Burkem5

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Hosting has been cancelled but BT wont cancel Web Manager or search marketing invoices

Re: Hosting has been cancelled but BT wont cancel Web Manager or search marketing invoices