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Message 1 of 3

Problems with cancellation and refund

I have been having great difficulty leaving BT.  It has now been agreed that I have left, but no changes appear on Mybt, agents say my Broadband (and possibly telephone) account is still active, and no mention of the Refund I am due has been made.  I am tired of repeating my position over the phone and being given empty assurances.  Soon, i will have to go to arbitration in accordance with BT Complaints Code.  The following is my complaints reference:



I am frankly amazed at the incompetence and disregard that BT has displayed so far.  I could recommend BT customer service only to my worst enemy.

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Distinguished Sage
Distinguished Sage
Message 2 of 3

Re: Problems with cancellation and refund

I have asked a moderator to provide assistance, they will post an invite on this thread.


They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.

Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they cannot deal with service issues that way.

For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.

They will respond either by phone or e-mail, when its your turn in the queue.
Please use the tracked e-mail, to reply, not via the forum. Thanks








This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it





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Message 3 of 3

Re: Problems with cancellation and refund

Hi heidiandiain,


Welcome to the community forum and thanks for your post!


Sorry for the difficulty you're having.  I'll be happy to pick this up from here and clear up any mix ups.  Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.





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