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.
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
then try live chat and see if they can help you
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
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
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 !!
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.