BT seem to make it extraordinarily difficult to close an account. Using the webform I gave 5 working days' notice on 4th September that I wanted to close my account, including my landline, broadband, Internet Business Pack and VoIP.
I got an acknowledgement almost immediately and a ticket number, asking me to confirm some details. However there was no working email reply address and I had to start again using the web form. On 5th September I got an automated response from Billing quoting an enquiry reference.
Since then I have heard nothing and the services still seem to be operating, including the phone line.
I have tried repeatedly to phone the cancellation team but just get held in a queue for over 20 minutes and then get cut off. The cancellation team web form seems to have disappeared from the site, and the 0800800152 phone number advertised as open till 2000 in fact closes at 1800. The chat line closes even earlier. Why are so-called SME business services working on such limited timescales?
I am keen to ensure that the account is now closed and that no further charges will accrue from now onwards, and I guess my only fallback will be to cancel the Direct Debit mandate and let BT try to sue me.
The main problem seems to be that so many different departments are involved and none of them speak to one another. Has anybody got any suggestions as to how to get through to a real person on the cancellations "team"??
