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BT won't close my account

maryanne45 — Tue, 18 Apr 2023 17:05:39 GMT

Hello!

I recently cancelled my BT services (broadband, TV and landline) and moved to Sky on the 18th March, and received an email saying my services would be cancelled by the 3rd of April.

I have called BT three times; once on the 5th, once on the 12th and once on the 14th. Each time I was promised that my account would definitely close within 24 hours. This has not happened.

I paid a bill on the 23rd March which was £53.79 (which apparently I should not have paid), and my next bill (due to be issued on the 23rd April) is saying £61.86.

Can anyone help please?

Thank you,

Mary

Re: BT won't close my account

imjolly — Tue, 18 Apr 2023 17:56:28 GMT

Try phoning CS 03301234150 and they should be abl e to help you sort out your account

Re: BT won't close my account

JohnC2 — Wed, 19 Apr 2023 07:43:53 GMT

Hi @maryanne45, did you get in touch with the customer services team and get the account closed?

Cheers

John

Re: BT won't close my account

maryanne45 — Thu, 20 Apr 2023 13:41:25 GMT

Hey @imjolly,

Thanks for your reply.

I've already phoned them three times to try and cancel my account, and each time they've said it would definitely be closed within 24 hours. Each time, that has not happened. Do I have to call them again?

Thank you,

Mary

Re: BT won't close my account

maryanne45 — Thu, 20 Apr 2023 13:45:32 GMT

Hey @JohnC2 ,

Thanks for your reply.

I haven't since I posted this, no. I've already called CS three times and each time they've said they would close my account, and it still hasn't been closed.

Is there anything anyone on here can do to help?

Thank you,

Mary

Re: BT won't close my account

RobbieMac — Thu, 20 Apr 2023 13:46:26 GMT

Hi @maryanne45

Thank you for your post and welcome back!

I am sorry that you're still receiving bills after moving your services away from us. I am disappointed that you have had to chase this on a few occasions and it's still not resolved. We will be able to pick up from here and get the account closed off completely.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: BT won't close my account

maryanne45 — Thu, 20 Apr 2023 15:29:50 GMT

Hey @RobbieMac,

Thank you for your reply. I have replied to your private message.

Thank you,

Mary

Re: BT won't close my account

JSL_42 — Wed, 04 Dec 2024 01:22:23 GMT

Hi,

This has also happened to ne recently. I called to cancel (30 day notice) was promised an email within 24hrs and nothing.

Can someone help me solve this issue?