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Still being charged despite cancelling

peterndlovu — Mon, 12 Sep 2022 10:45:54 GMT

I cancelled BT Broadband and BT TV on 01 August 2022 with email confirmation that the following services would stop.

- Broadband on 31 Aug 2022
- Digital Voice on 31 Aug 2022
- TV on 31 Aug 2022

These services did stop on that date and my new provider took over and have been given a return kit date by 30 Oct 2022.

My bill on 03 August 2022 was £99.07 and paid for the following:

Broadband Package - 03 Aug - 02 Sep - £47.69

Big Sport - 03 Aug - 02 Sep - £45.68

HD and 4K - 28 Jul - 27 Aug - £5.70

I have now paid for a subsequent bill on 03 September 2022 for £99.07 for the following:

Broadband Package - 03 Sep - 02 Oct - £47.69

Big Sport - 03 Sep - 02 Oct - £45.68

HD and 4K - 28 Aug - 27 Sep - £5.70

Why am I still paying for services and I have cancelled?

Re: Still being charged despite cancelling

JohnC2 — Mon, 12 Sep 2022 13:09:10 GMT

Hi @peterndlovu, welcome to the forum and thanks for posting.

I'm sorry your account hasn't closed off yet. I've sent you a Private Message so you can get on touch with the Mod team and we'll fix this for you.

Cheers

John

Re: Still being charged despite cancelling

peterndlovu — Tue, 20 Sep 2022 07:29:36 GMT

Was told I would have my money back by now with the compensation, I still don't.

Re: Still being charged despite cancelling

peterndlovu — Tue, 20 Sep 2022 14:56:12 GMT

What a joke this has become. Your customer support has been horrendous.

I was told on 12/09/22 on customer service phone number that I would get my money back plus £20 compensation by the end of the week. I had not been paid by the end of the week.

I phoned again today as I haven't got my money back. I was told I would receive a phone call this afternoon regarding it but never did so I have just phoned back.

Wow. The stop order hasn't been placed. My money has not been processed to come back to me and I'm not going to get a further phone call about this until Thursday.

So I have now been lied to by 3 separate people on BT Customer Service. Absolutely disgusting.