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An old dispute I thought resolved has apparently not been


In November 2018, I placed an order to upgrade my broadband package. When the details came through, I noticed that there was a new account number and e-mail address, so I queried that, but was told that was the way they did things and that the service would transfer automatically.

For three months, my direct debits were being taken, but the balance on my account wasn't going down so I queried this. It turned out that I now had two accounts, both being charged, but only one being paid into, so I contacted customer service to get the issue sorted out and close one of the accounts. I thought the matter was resolved in March 2019.

Fast forward to last Friday when I started looking into upgrading my current package and got a message to contact customer service. I did so and found out that not only had the old account not been closed, BT had continued to add charges to it for a service that should have been stopped. They've never sent me a bill for this, but now I'm told there's an outstanding five-figure balance on the account!

The agent I spoke to wasn't able to do anything about this and tried unsuccessfully to transfer me to a UK-based agent who could handle the issue and I'm now left in limbo.



Hi Coinneach 


I'm sorry your old account wasn't ceased off as it should have been. So I can look into this for you, can you please send over a Private Message with some details?