Unable to cancel as can't get through

[PFGrant]

I sent you a letter on 17/3/20 as could not get through on the phone/chat wouldn't allow me to cancel online.

I have now received an email asking me to call about my DD, which I cancelled.  I can't get through (after queuing it just cuts out).  Tried chat again but it's saying it is unavailable.

How do I get through to someone to confirm you have my letter?

[gg30340]

You can not cancel by letter or email. You have to cancel by calling BT.

If you have cancelled your Direct Debit all you have done is cancel your payment method and not your BT package. This will result in a non payment when the payment is due.

You must contact BT by phone.

Try 0800.800.030 and select the appropriate department.

[PFGrant]

I've been on the phone for almost an hour and this isn't my first attempt. Got through to someone and she said i need to speak to cancellation dept, even though I'd selected option 6 to speak to cancellations!

[gg30340]

Did you use the number I gave. If so keep trying and if answered by the "wrong" department ask them to put you through.

[MissBeatty]

Not sure how much people are clued up on it but if you cancel direct debit you still owe them money. It doesn’t magically disappear. Expect a court summons or the bailiff coming to take your tv so you can’t watch anything let alone sport. 

[ddss1]

I am pretty sure you can cancel by letter. That remains the primary (legal) form of communication. You might not get a reply quickly but it is valid. And if you cancel your DD after that, then I cannot see why that too is not OK. 

[PFGrant · Accepted solution]

After 1hr 6 mins queuing it is now cancelled. The guy on the call was very surprised I'd sent a letter saying he didn't even know what they'd do with that. Anyway, it seems you need to persevere.

Thanks for your replies and stay safe everyone!

[ddss1]

The queue has now just cut me off! Again! 

[gg30340]

Up to you but if you check BT's T&Cs you will see you you must phone. 

I guess time will tell and if you are right you will hear no more and if not you will get contacted by a debt agency.

Please keep us updated.

[ddss1]

BT plc, PO Box 334, Sheffield, S98 1BT

Please include your phone number, email address and account number. We aim to reply within 10 days.

*Edit** BT have changed their correspondence address so I have updated this post to reflect the new address details**