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Please help me. Unauthorised extension of my phone line contracts.



I'm a business customer and last year (2010) I called BT to discuss something about one of my lines and at the time the operator asked me if I wanted to extend the length of my contracts so I could save some money every year.

I told the operator I didn't want to change anything on my contracts because I knew in 2011 I would have to cancel some of the lines .

Anyway, few week after I start receiving bills from BT saying my contracts were extended till 2015.

I called BT and the usual transfer from one department to another, someone raised an IMP which was them dealt by Mrs Brennan from the BT Business Contracts Team.

After listening to my conversation with the BT operator she saw I didn't authorised any change on my contracts and that the dates should have been as it was before.

Now, more than an year later I'm still having problem when I need to cancel a line.

Mrs Brennan told me she changed to the original dates, but every time I call BT they have the extended dates on their systems.

I cancelled one line in May 2011 which was out of term as per the original contract, but I was charged £218.10 as if it was still on a 5 years term, then I emailed Mrs Brennan and she said she was going to sort the problem.

Last week I received  the refund for the wrong charges.

Then on the 15 of September I cancelled another line which was still on term, but only 2 years left (2013) on the 5 years feature line contract, but again I was charged £221.05 as if the line was still going until 2015.

I have been trying to sort this with BT since yesterday and I spoke with few different people and no one seems to know what is going on.

They don't have the information Mrs Brennan wrote on my accounts, they don't know about the unauthorised changes of my contracts, they don't even know who Mrs Brennan is and never heard about the BT Business Contracts Team and the way they speak with me its like it is all my faulty I'm having this problems.

I don't know what to do or to who should I report this problem.

Can anyone please help me.



Hi csdip,


Write to the following address:-

Customer Service Manager
BT Business Accounts
Providence Row
DH98 1BT
Demand a copy of the signed contract pertaining to your 'agreement' to extend the contract period on your lines.  Point out that unless you are sent a copy you will not pay the reconcillation charges for 'breach of contract'.
Hope that helps,

Karen Rogers | Account Manager | 325Consultancy | Telecom & IT services

+44 (0) 844 736 2675 ext 2676
+44 (0) 844 736 2614

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