Unresolved bill

[Simon-2024]

Three years ago we were told to move over to voip, we told adviser we were selling business in the next year but could only get a 5 year contract, however we were informed that it could be transferred.

A year later we sold the business, informed BT, they acknowledged the new company was in their system and it would be dealt . A month after selling we received a bill which we forwarded and then nothing. Two months later our online access to our account was removed and we had no further contact. In September 2025 we received a letter from a debt company claiming we owed a considerable amount of money, they were informed the limited company has been wound up and there was no further contact. Now a year later another company is trying to come after this money. I have rung BT and was told they would look into it and get back in 3~5 working days, this was a week ago. How can BT get this so wrong we don’t owe this money and after 2 years of no direct contact they are trying now.

[AlanM1]

Hi,

I'm sorry to hear about the difficulties you've experienced trying to resolve this.

From what you've described, this sounds like a complex issue involving the sale of the business, the transfer of services, and subsequent billing. As you've already contacted BT and are awaiting an update, we'd recommend allowing the team an opportunity to complete their investigation.

If you don't receive a response, or if you'd like us to look into this further, please get in touch with our Business team directly and include any account or case reference numbers you have available. That will help ensure the correct team can review what has happened and clarify the position for you.

We appreciate how frustrating this must be, especially given the length of time involved, and hope you're provided with a full update as soon as possible.

[Simon-2024]

I contacted BT 2 weeks ago, 3~5 working days must be different for your departments as 2 week later still no feedback.

[bruce126banner]

I'm sorry you're going through this. Put your complaint to BT in writing and include the sale date, the proof they acknowledged the transfer, and the earlier debt letter. If they don't resolve it within eight weeks, you can escalate to the Communications Ombudsman. Also tell the new debt company in writing that you dispute the debt and ask them to pause collection until BT confirms who owes it.   My AARP Medicare

[Simon-2024]

Several other posts on this forum don’t leave a conclusion so here is mine.

We never heard back from the original call so rang again and explained we wanted it resolved today, very kind lady worked her socks off for over an hour, found accounts, traced everything through confirmed we did not owe anything sending a corresponding email.

We went back to the debt agency with the email and waited, a week and a half later we were told BT did not agree, apparently the operator was incorrect and her manager would receive further “training “. This infuriated me and I sent a rather curt email to the agency, BT had claimed that they had tried to contact us about a novation and we did not engage with the process.

They had our address(with a redirect on it), our email and mobile number NOTHING. Many of you may know what a novation is but I had to google it, we were never sent anything in fact we have had no direct contact with BT since we left including this recent farce.

On another post someone had said they received a debt collection letter without anything from BT and  were told that BT didn’t do that, I can confirm now they do.

The end is nigh, two days after my curt email to the debt agency we received a response saying that BT have decided that no further action will be taken with no explanation or apology.
I hope this post will act as a lesson to stay positive, stand your ground and not to take anything they say for granted.