This topic

Complaint and termination

frb — Tue, 03 Jun 2025 09:22:25 GMT

Formal Complaint and Immediate Contract Termination – GB31154919

Dear BT Customer Services,

There are no valid email addresses to make a complaint on your site So I am posting it here.

I am writing to formally raise a complaint regarding my BT landline service, and to request the immediate termination of my contract without penalty.

I joined BT in January and, as requested, paid three months in advance on 31 March (£48.51). In April, I was told I owed £0.51, but your system would not allow me to pay because it was under £1. I paid either £1 or £5 (I don’t recall exactly) and was in credit.

In April, I was charged £3.57, which I paid on 6 May. Then in May, I was charged £19.57 allegedly for late payment – even though the £3.57 was paid on 6 May. On 3 June, my line was disconnected for non-payment, although I believe I should have had 30 days from the due date, which would be until 5 June. I was also charged £19.50 in “Other Charges” and £7.50 as a “Late Payment Fee.”

I am requesting:

An explanation and correction of these unjust charges
A refund or credit where applicable
Immediate cancellation of my BT contract without early termination charges
Written confirmation of contract closure

On top of the above, my line often disconnects in the evening and must be manually reset in the morning. This has made the service unreliable and unusable at times.

This situation has caused me frustration and financial confusion, and I no longer wish to continue with BT. I have been a loyal EE customer since 2015 and never had these kinds of issues. Frankly, EE provides a far better and more reliable service than BT.

Please respond within 14 days. If I do not receive a satisfactory resolution, I will escalate this matter to the Communications Ombudsman.

Sincerely,

Please refer to my credentials in the registration to reply

Broadband

frb — Tue, 03 Jun 2025 09:17:19 GMT

Formal Complaint and Immediate Contract Termination – GB31154919

Dear BT Customer Services,

I can't find a email address to contact you!!

I am writing to formally raise a complaint regarding my BT landline service, and to request the immediate termination of my contract without penalty.

I am requesting:

An explanation and correction of these unjust charges
A refund or credit where applicable
Immediate cancellation of my BT contract without early termination charges
Written confirmation of contract closure

On top of the above, my line often disconnects in the evening and must be manually reset in the morning. This has made the service unreliable and unusable at times.

Please respond within 14 days. If I do not receive a satisfactory resolution, I will escalate this matter to the Communications Ombudsman.

Sincerely,

Pls refer to my registration credentials to reply

Re: Broadband

imjolly — Tue, 03 Jun 2025 09:26:55 GMT

@frb

this is a customer help customer community forum and your post does NOT go to BT. to cancel you must phone CS 03301234150 as there is no email address.

if you are have line problems then you need to report a fault to CS and get openreach to come and fix it. if you only joined BT in January are you on digital voice for phone service.

please do not spam the boards with same post it just confuses replies

Re: Broadband

Christopher_G — Tue, 03 Jun 2025 13:50:04 GMT

Hi @frb

Welcome to the community.

I'm sorry to hear that you're having some problems with your account and service. I recommend following @imjolly's advice and contact our Customer Support team so that they can open a complaint on your account and manage it accordingly.

I hope you manage to get it sorted. Please keep us updated on what happens.

Chris