Left BT but account not amended.

[Scrabble66]

Afternoon all,

Not sure if this is something that can be sorted via the community.

Left Bt on 6/7/20 (notice given and accepted by BT via a transfer on 22/6), but account still charging me for my previous package, plus DD was still taking the monthly payments.

Been on live chat, who advise I need to phone the loyalty team to get account cancellation done as (apparently) the premium email was still running hence account getting billed as normal.  Was told to phone and speak to the loyalty team via the  0800...150 contact number....

....Which BT is telling customers to try to avoid and go online due to high call volumes etc, so don’t want to clog that, but also want to get this sorted as would like my money back!!

If those on here au fait with what can or cannot be sorted via the community can give me the nod ( or the shake of the head and send me back to the holding music...) would be appreciated.

cheers

[-Richie-]

If you have a BT basic email, it's free and bill generated are for £0.00, this is different to premium mail which is £7.50 and you have to order that.

When you say you're billing billed, what are you being billed for ?

[Scrabble66]

Hello Richie,

thanks for the prompt response.

What prompted me to start chasing things up was that the account was still showing the original package and payments installments ( indeed had a payment taken out several weeks after the service ended).  

Since I’ve been on live chat and posted on here, been back looked at my bt account bills page .  Looks like someone has amended something and my DD has been changed to pay the full amount rather than installments...but can’t see what’s been changed, until 25/8 when a new bill will be produced by the look of it.

  By my reckoning my installments were such that , having been billed been billed in advance for my call & broadband package until September, should have a credit applied once the account is amended.  A previous email said leave the DD for a refund, instead its just taken another payment so far...! (On 22/7).

I too thought that the premium email package had to be ordered , otherwise it’s a basic free account.  But that’s not what live chat said, they implied the premium email was the reason my account “had not been closed”, their words.   Don’t want the premium email option.

 Was hoping ( or rather expecting) to have my account amended once I had left, but nothing seems to have happened until chased it up today.  My concerns are helped by not being able to see what changes have been applied and if they are indeed correct.   Also the next payment date 22/8 is before the next date showing for a bill to be issued on 25/8....

Am I confused...?  Nor arf! 

Cheers

Paul

[-Richie-]

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@Scrabble66wrote:

Am I confused...?  Nor arf! 

---

So am I now, look at the bill generated, what are you being billed for ?
If you switched providers, you shouldn't be billed for line/broadband.

[Scrabble66]

Welll, that’s what I think should be happening, i.e. no longer billed for service no longer provided!

But I can’t see if that’s what’s happened...  there appears to be no ability to see what’s changed from the customer side until 25/8 when there is the next billing run by the look of it.

Last bill I can see is dated 25/6. Account £38 in credit. Billed in advance for bt package until September.  Fair enough as at that snapshot in time, still was a bt customer.  Since then (and after service transferred ) another £82 taken by DD, to make account £120 in credit.

Live chat today offered to refund the above credit, I accepted that offer.   Until that credit turns up in my bank account, can’t see what I have actually been refunded.  At the same time also expressed my displeasure at still having an instalment taken after leaving BT ( and BT confirming the end date...) so a complaint was raised at the suggestion of the live chat operative.

All I can see is that account balance now shows zero. But not what’s happened..so....have I just been refunded the £120 credit and account still needs amending.... or has it been amended to reflect the end of service and a bigger credit has been returned.

Thats my confusion....and what I am trying to get to the bottom of without the joy of a queue and holding music...😔

If it’s something that needs to be done over the phone , then okey dokes will do it that way.  But don’t want to clog up the phone lines if it can be done online ( or has actually already been amended).

Hope that kind of makes sense....

[-Richie-]

I'm going to guess you're on what's known as a Monthly Payment Plan, you pay a fixed amount regardless of the bill amount, like a standing order.
The free 'Basic Email' is keeping the account open, do you use that that email address ?

You have 2 options :

1 - Cease the free 'Basic Email' and lose access to the email address forever, this will trigger a final bill and the direct debit stops.
2 - If you wish to retain the email address, change your payment method to a 'whole bill Direct Debit', this will mean when a bill of zero is generated, no payment is due.

[Scrabble66]

Hello Richie,

Yes was on the MPP.  Looks like at the BT end my account has also been changed today to pay whole amount DD as you mention.  Was looking to keep the basic email option for a while , so that looks like your option 2 has ( somehow ) happened.

It is whether the account has been updated to reflect the end of service provided, which I am still not sure if it’s actually happened...!!  Or if need to do that over the phone ( faith in what live chat say as correct starting to diminish..)

As mentioned before, the bills I can see don’t show that yet. Neither can I see what I have been refunded , other than account now shows zero .  

Holding music beckons I think....!

[-Richie- · Accepted solution]

The 'Basic Email' is added automatically when you switch providers and have used the email addresses provided.
You would of had an email confirming the switch before you switched, you should also of had confirmation of the change to 'whole bill direct debit' today, you've had the balance refunded which takes up to 5 working days.

You're all sorted now, nothing else needs done, if you still need help next month, post back and I'll ask a passing mod to help, otherwise go enjoy your weekend 🙂

[Scrabble66]

Richie,

 Yep, think we are there then, had the emails as described (did wonder why got an email about setting up a new DD!).

Thanks for your assistance, have a good weekend yourself.

Cheers

Paul