This topic

What do you do if you get someone else's bills?

Ectophile — Mon, 27 Jan 2025 23:25:20 GMT

I was a BT broadband customer many years ago, and BT never deleted my old email accounts. These days my only connection with BT is my EE mobile. That and the BT account that still bills me £0.00 every month.

At the end of last year, I started getting messages on one of those email addresses for someone who was moving house, closing a BT product and starting a new one. Their name is almost the same as mine. I'm now getting their regular monthly bill notifications.

So I have their order number, account number, name and address. The messages have referred to two different BT ID's: one is my old email address and one is obfuscated (every other character replaced by a *) and doesn't mean anything to me. It's probably a non-BT email address.

It would be nice to get this fixed, so the notifications go to the right person. But my experience of the BT support phone system was always terrible, and I dread to think what will happen if I try to phone about someone else's account!

Any thoughts?

Re: What do you do if you get someone else's bills?

gg30340 — Tue, 28 Jan 2025 05:20:27 GMT

The moderators no longer have access to accounts so now to resolve this you will need to contact BT Billing 0330.1234.150.

Re: What do you do if you get someone else's bills?

siteguru — Tue, 28 Jan 2025 10:49:06 GMT

If you've got their personal details then that's a clear GDPR breach ... BT should be jumping all over this to get this resolved. If BT support get awkward then you could do worse than contact ICO, then raise a formal complaint if necessary:

https://ico.org.uk/global/contact-us/