This topic

Account cancelled without consent

billpo — Wed, 23 Apr 2025 23:47:12 GMT

Hi, can I report BT for breach of contract, after they cancelled my account without my consent.

They are now telling me I have to make a new order request for an account, but they are not matching the price and service I previously had.

Also, I've had no apology or compensation.

Thanks

Re: Account cancelled without consent

gg30340 — Thu, 24 Apr 2025 06:18:22 GMT

What was the reason given for cancelling the account?

Re: Account cancelled without consent

billpo — Thu, 24 Apr 2025 07:29:21 GMT

Hi, during my landline switch to voice there was a "data fault" and my phone stopped working. They cancelled my order and I recieved various messages about me paying a fee and losing my email status. I am unable to use MyBt app as I nolonger have an account.

Re: Account cancelled without consent

gg30340 — Thu, 24 Apr 2025 07:40:04 GMT

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: Account cancelled without consent

Peter_W — Thu, 24 Apr 2025 10:25:34 GMT

Good morning @billpo.

Thanks for reaching out to us here on the Community!

Whilst faults can occur when moving to a new service, we'll always aim to get this rectified, and I can totally appreciate your concern if you've been offered a different package to what you had previously agreed.

Is it just a landline you have with us, or is it other services like broadband that have been affected too?
Also do you know if we logged a complaint when you contacted us about this, and how were things last left with you?
Peter

Re: Account cancelled without consent

billpo — Thu, 24 Apr 2025 11:05:38 GMT

Thanks for you reply, I have been with BT for a good number of years. The cancellation was done by BT as a result of a data error and the need to repair the system.
My question is, are BT in breach of contract for ending my contract and leaving me with no phone and no account.

Re: Account cancelled without consent

Peter_W — Thu, 24 Apr 2025 11:12:00 GMT

@billpo This is certainly something we would expect a complaint to be logged for, and from there we would look into the best option for getting this resolved.

Could you please let me know a bit more about how things were left with you when you last contacted our team?

I definitely want to make sure you're moving in the right direction for getting this sorted.

Peter

Re: Account cancelled without consent

billpo — Thu, 24 Apr 2025 12:27:49 GMT

Thanks for your reply but I have spent 3 weeks explaining the situation. I have waisted so much time messaging and phoning , I feel I must up the level of complaint.

Re: Account cancelled without consent

Peter_W — Thu, 24 Apr 2025 12:45:30 GMT

I really do appreciate that, @billpo.

I've just sent you over a private message so we can take a look into ensuring you're able to best move forwards with this.

Peter