This topic

No advised of Cancellation charge

Ellie1972 — Mon, 26 May 2025 09:50:45 GMT

I called BT on the 24th April I was having issues with my broadband and I was advised I needed a new router and would be best to switch to EE . I asked about cancelling my TV package the agent spoke with his manager and I was advised as I never used it this would be cancelled and the bill going forward would be £45 . I would be sent 2 packages to return my BT TV box and router and if these weren't returned there would be a £50 fee for each. I returned the boxes and a week later got a text chasing the return I called and the agent confirm receipt of both boxes and I received a new text confirming they had received them. I was not advised my TV package had not been cancelled as agreed.

I checked my bill online yesterday and it was showing as £59 I called and was put through to EE . I was advised my TV packages was not cancelled that it would be cancelled now and the £15 would go on my account as credit and come off my next bill but I had to pay a £300 cancellation fee . I advised I was not made aware of this and I was not able to pay this, I live alone and work in a call centre myself. I requested my calls were listened too and I was sent a copy of them also that it was unacceptable that a mth later I was being hit with this. I was advised this would be done and EE would be in touch within 5 working days . I am so stressed out about this.

I then received an email advising me my complaint has been resolved and closed ??????????

any help or advice would be so appreciated , I think this is an awful way to treat a new customer to EE .

Cancellation charge

Ellie1972 — Mon, 26 May 2025 09:47:53 GMT

I then received an email advising me my complaint has been resolved and closed ??????????

any help or advice would be so appreciated , I think this is an awful way to treat a new customer to EE .

Re: Cancellation charge

imjolly — Mon, 26 May 2025 10:37:21 GMT

If you had maintained your tv package when you switched to EE then you would not have incurred a cancellation fee but because you chose to cancel what must have been a relatively new tv contract hence the high termination cost of £300.

you can try billing message now and see if they can help you https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Cancellation charge

zulu17 — Mon, 26 May 2025 10:55:22 GMT

Hi @Ellie1972

couple of questions

is your TV cancellation charge appearing on your BT bill or your EE bill?

you mention the TV package never being used .. why was this , ie was it you choosing not to use or were your broadband issues/problems preventing you from making use of it .

Re: Cancellation charge

Ellie1972 — Mon, 26 May 2025 10:58:51 GMT

I live alone an work full time. I do animal rescue work in the evening so I just never have time to watch tv . It's not showing on my bill I'm just still being charged for the tv packaged and I returned my tv box as the agent advised .

Re: Cancellation charge

Ellie1972 — Mon, 26 May 2025 11:04:42 GMT

But I wasnt advised of the cancellation fee I was told by the agent just to return the tv box an he had spoken with his manager who was gona cancel it for me

Re: Cancellation charge

Ellie1972 — Mon, 26 May 2025 11:41:56 GMT

Called billing an they can see I called on the 24th April and 2 bags were sent for me to return the router an tv box buy no notes logged by the person I spoke with or cancellation request processed.

Re: Cancellation charge

Kodikid — Mon, 26 May 2025 13:05:49 GMT

.This is not exclusively a BT/EE thing.

Sadly like 99% of all fixed term contracts if you cancel early then there's a charge which usually amounts to what's remaining of the contract.

The call centre operator should have informed you of this.

Sadly you not realising this or being made aware of these charges won't make them go away .

Re: Cancellation charge

Ellie1972 — Mon, 26 May 2025 13:04:13 GMT

I have asked for a copy if the calls which I'm going to send to trading standards. I think this is a despicable way to treat customers not keeping their word an doing nothing they said they would .

Re: Cancellation charge

Kimberlin — Mon, 26 May 2025 17:18:07 GMT

I'd be surprised if you get somewhere complaining to Trading Standards. As has already be explained, when you take out a contract for a specific period of time, it clearly states within the T's&C's that should you terminate the contract early, you will be subject to an early termination fee. Of course 99 percent of the problem is, the vast majority of people never bother to read the small print on any contract they sign and then suddenly it's everyone elses fault. I do hope however that you manage to come to some sort of resolution regarding your TV package however I think you'll probably have to suck this one up and put it down to life experience.

Re: Cancellation charge

Ellie1972 — Mon, 26 May 2025 17:24:31 GMT

I was completely misadvised and it seems you cant trust anything BT say over the phone, their agents dont appear to be trained properly and they honour nothing they offer , the worst customer service experience I've ever had . But I will be requesting a copy of all the calls and sending them to Ofcom

Re: Cancellation charge

Ellie1972 — Mon, 26 May 2025 17:28:45 GMT

I think it's very poor that u can't trust what ur advised over the phone. I've been on trustpilot and can see alot of customers have had the same awful customer service.

They new I was still in contract and I can no longer afford the package they offered to cancel as a goodwill gesture and now they have back tracked on it all .

Re: Cancellation charge

imjolly — Mon, 26 May 2025 18:39:38 GMT

Did you actually ask if there would be cancellation charges if you ended your TV contract which is different to your broadband contract?