This topic

Trying to cancel - but doesn't exist

ViperStripes — Thu, 24 Sep 2026 11:45:17 GMT

I'm trying to cancel 2 BT Accounts that BT are billing for.

BT says the accounts exist, they can see the charges, but they can't cancel them because the physical services don't actually exist.

The broadband lines on both accounts have zero usage and BT Technical team can't ping the router as the service doesn't exist. The address on BT's system for the service s at is too vague to be able to identify any particular property.

I need to escalate this. The call centre can't help, yet we're paying c£125pcm for something that doesn't exist and can't cancel and would like a refund.

Re: Trying to cancel - but doesn't exist

Kimberlin — Thu, 24 Sep 2026 11:52:35 GMT

@ViperStripes Unfortunately no one here has access to customer accounts, not even the Moderators, it’s just a customer to customer forum. Your only option is probably to keep haranguing the billing department or start a formal complaint with BT to escalate the issue.

As a matter of interest, just how long have you been paying for a service that apparently doesn’t even exist?

Re: Trying to cancel - but doesn't exist

ViperStripes — Thu, 24 Sep 2026 11:59:31 GMT

I'm not asking for access to customer accounts I'm asking for an escalation point/contact/email address etc.

On BT Business I can deal with the Chairmans Office (accessed by making a Linked In post) and am doing so on several other issues, but they can't deal with the Consumer side of BT.

I tried Facebook BT profile, but they sent me here.

In terms of length it could easily be 15years (Statute limits any refund to 6 years) but no one has been monitoring the BT billing for a long time.

Re: Trying to cancel - but doesn't exist

imjolly — Thu, 24 Sep 2026 12:04:30 GMT

@ViperStripes

if you are already dealing with Chairman's office for your Business problem then should try consumer resolution email which goes to executive lever complaints https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

no sure how you can pay £125pcm for about 15yrs in error and not notice

Re: Trying to cancel - but doesn't exist

ViperStripes — Thu, 24 Sep 2026 12:26:44 GMT

Easy to miss £125pcm. Combination of factors:

Massive corporate accounts spend about £30k per month with BT and then 10 other telecoms providers too that also has some supported living type accommodation where some tenants arrange their own telecoms but the corporation pays the bill.

BT likes to make billing complicated:

BT Consumer 10 accounts

BT Local (4 different local's)

BT Business about 30 accounts.

Broadbands on one account number, lines on another sometimes, sometimes on same account. BT Local for the line but BT Business for the Broadband for example.

Lots' of actions require your BT Account Manager to take process steps, but this group of accounts has no manager so things go into a black hole.

Insistence of call centre staff to only talk to Mrs Smith (fake name obviously) despite Mrs Smith having probably left the business 10 years ago. OR on the consumer side of BT Mrs Smith clearly can't live at a property that doesn't exist.

Refusal to attach my LOA to every single account number or use an ounce of common sense.

I could go on!

Re: Trying to cancel - but doesn't exist

Kimberlin — Thu, 24 Sep 2026 12:31:12 GMT

One can only hope that this whole black hole of wasted money over several years, has nothing whatsoever to do with services provided by the Government and ultimately the UK taxpayer.

Re: Trying to cancel - but doesn't exist

imjolly — Thu, 24 Sep 2026 12:32:26 GMT

so the consumer accounts not in business name but an employees name and paid for by the business?

try the link I posted and email consumer resolutions as I think that is only way you are going to make progress

Re: Trying to cancel - but doesn't exist

ViperStripes — Thu, 24 Sep 2026 12:38:28 GMT

Nope, but would not surprise me one iota to see similar levels of waste in the Public Sector.

Any company using BT is massively overpaying for telecoms services.

I'll try that consumer relations email address. Hopefully they'll accept my LOA.

Re: Trying to cancel - but doesn't exist

ViperStripes — Thu, 24 Sep 2026 12:54:22 GMT

As an example of the farcical incompetence of the process, not of the individuals trying to deliver that process:

The person I spoke to in the Belfast call centre on Tuesday who successfully cancelled 3 accounts for me, but failed on these 2, let's call him Mark, wasn't allowed to give me his surname, despite there being lots of Marks in the call centre. So he told me to tell wherever I escalated it to that I should call him "Mark with the Penguin toy on his desk" and that would allow whoever looks into it to find him!

(Description of cuddly toy changed from actual other animal to protect the innocent toy)