£400 charge to cancel a service that wasn't ordered?

meejahor — Wed, 18 May 2016 09:02:01 GMT

In December 2013 we moved house and took our BT business service with us. However for some reason we had to start dialling 9 to make outgoing calls, which we'd never had to do before. I contacted BT several times to get this feature removed, without success.

We've moved again this month (May 2016) and have discovered why we have to dial 9 -- back in December 2013 the person who processed our line move didn't do it correctly, and we were signed-up to a product called "Featureline".

The lady who has been dealing with our current line move has looked in to getting the Featureline product removed from our account. But we're being told that we need to pay a £400 cancellation fee as we're only 2.5 years in to a 5-year contract!

Is there anyone at BT reading this who can help? Surely you can't hold a customer to a contract on a product they didn't order?

Thank you,

Andrew

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£400 charge to cancel a service that wasn't ordered?