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oblivion
Beginner
799 Views
Message 1 of 9

System generated cancellation charge but I was out of contract.

I have a cancellation charge on my final bill that shouldn't be there.

 

I spoke to someone at BT and explained that I renewed then cancelled my contract straight away by email within the cooling off period as per consumer protection regulations, before deciding to move to another provider through an approved process.

He said not to worry as the letters were system generated and to get in contact again to have the charge removed if it appeared on my final bill.

 

It did appear on my final and I emailed to get it amended but no-one has done so, or replied to me.

 

I've heard there are Mods on here who can move things along a bit.

 

Please help!

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8 REPLIES 8
imjolly
Distinguished Sage
Distinguished Sage
794 Views
Message 2 of 9

Re: System generated cancellation charge but I was out of contract.

from memory there is no cooling off period on your bt contract renewal. even a new contract you must cancel before the broadband is activated - there are numerous posts on the forum about cancellation period



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oblivion
Beginner
792 Views
Message 3 of 9

Re: System generated cancellation charge but I was out of contract.

I didn't have broadband, only phone and the CS guy said the letters warning me of the charge were system generated and I could have it removed if it did eventually appear on my final bill.
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imjolly
Distinguished Sage
Distinguished Sage
724 Views
Message 4 of 9

Re: System generated cancellation charge but I was out of contract.

then try live chat and see if they can help you 

 

live chat



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oblivion
Beginner
722 Views
Message 5 of 9

Re: System generated cancellation charge but I was out of contract.

Live chat just denied all knowledge of the telephone conversation I had earlier this month. I asked at the time for confirmation of what was said and the CS guy said the notes were on my account! Something very fishy is going on here!

 

I had a response to my cancelation email with a reference number, so I know they got it

 

 

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john46
Distinguished Sage
558 Views
Message 6 of 9

Re: System generated cancellation charge but I was out of contract.

Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved
do not send them a Personal Message as this is the incorrect contact method and cannot be properly tracked also the mod contacted may not be on shift for sometime and this will delay your help

The forum mods normally reply within3/5 working days after you have contacted them
They will contact you personally by email or phone

 

 

mod contact.JPG

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oblivion
Beginner
551 Views
Message 7 of 9

Re: System generated cancellation charge but I was out of contract.

Lets hope the mods don't deny all knowledge of this too.
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conrad
Recognised Expert
537 Views
Message 8 of 9

Re: System generated cancellation charge but I was out of contract.

But you will get a slap on the wrists for posting the live chat conversation as it is against the terms of this forum.

I did the same and the contents of the post were deleted !!

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DavidM
Moderator
Moderator
527 Views
Message 9 of 9

Re: System generated cancellation charge but I was out of contract.

Hi oblivion,

Thanks for posting. I can look into this for you if you wish. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.

Cheers

David

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