BT Business - Multiple accounts and frustration!

[Pescaglini]

Our business has been with BT for almost 30 years and with our growth, the accounts have increased and now gotten quite extensive. We have multiple accounts which have been set up in several variations of our business name and I'm desperately trying to ascertain what belongs where so I can tidy it up. 

I have spoken with multiple people at BT head office (0800) and also BT Local Business in Birmingham. I'm trying to obtain information of which account the direct debits relate to, what services are included and when the contract ends.  Of course, as soon as I request this information, sales and retentions are triggered and everyone miraculously doesn't know how to help which is very very frustrating. 

Ultimately, I need this information to be clearly provided to me as the business owner so I can ensure we aren't paying for services that are redundant. If anyone can give me some advice on the best route to pursue I'd really appreciate it because so far, I'm hours and hours into this with absolutely zero development. 

[HannahC1]

Hi there Pescaglini, 

Sorry to hear your having issues, if you would like to send a private message and we can have a look into this by collecting your account details and we can support. 

Thanks 

[david85burger]

The best way forward is to request a full account reconciliation in writing from BT’s billing or accounts department, rather than sales or retentions. Ask for a consolidated statement showing each account number, linked services, direct debit details, and contract end dates. If they refuse, escalate formally through BT’s complaints process or the Ombudsman, which often prompts clearer responses and ensures you can identify and cancel redundant services.