Continuing to be charged after cancellation

[matthw]

I placed an order with an alternative ISP to migrate my services away from BT Business on 26th June. My services with BT Business were cancelled on 27th September and I was disconnected.

I have received numerous "We're sorry you're leaving" letters stating my rental liability date as 26th October and that I would no longer have access to broadband or phone line from BT Business from the 27th September.

My latest bill however shows a pro rata charge for 27th-31st October for a PTSN phone line that I do not have. I called on 16th October to alert BT Business of this error and was told that a technical glitch prevented the correct cancellation of this bundled phone line. I was told this would be resolved and all services correctly cancelled and overcharges removed/refunded.

This has not happened, can you advise me on what I need to do for my account to be correctly closed, preferably without spending hours on hold being passed between different departments.

[BethM]

Hi matthw

I'm sorry to hear about this, can you please send over a private message with some details so I can query into this for you?

[LOSTnumberBYBT]

I sympathise with you as I have been trying to close my BT business account having sold my business  almost 2 months ago. There was an error on BTs side which meant that although the service was deactivated my account was not fully closed (due to BT not cancelling the full bundle package!!!) and further payments were taken. When I queried the charges BT cancelled my direct debit to stop further payments being taken automatically in error. I was expecting my Final Bill on 26 October but the bill issued showed a significant credit which BT say will be credited against my future bills. I do not know whether my account is actually closed or not. I do not know how to get the refund owed. I know that BT are no longer providing a service. However, I cannot face more hours being passed from call handler to call handler, confirming that my service has long since ended, receiving conflicting advice or worst of all being told again that something has been sorted when it hasn't. I have lost all faith in BT Business due to repeated errors. I have been looking for an email address for billing but I cannot find one.

[BethM]

Hi LOSTnumberBYBT

There is no email address for billing. I'm sorry this hasn't been resolved despite you contacting into the support teams. Can you please send over a private message so I can have a look for you?