early leaving charges

[doodlefruits]

Hi I think that I have never been so dissapointed and stressed by an organisation in my whole life. After moving house and booking openreach to carry out the work they failed to attend the appointment and then BT  failed to sort my issue being promised call backs which were never made and eventually when I was connected to the internet promised compensation was not made ....so I made a complaint which was dealt with and I was assured that I would not be charged any fees for an early exit as I was so disgusted with BT that I had to go!

But it didnt end there I am now getting threatning letters asking for the outstanding early exit fees and when I wait and wait and wait to talk to customer service they promise a call back which never arrives!!!!

Please somebody sort this out 

[carolwaites]

You can leave BT without any exit fees, when BT do price increases.  I know they did one recently, would be worth checking.

[doodlefruits]

thanks will check

[-Richie-]

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@carolwaiteswrote:

You can leave BT without any exit fees, when BT do price increases.  I know they did one recently, would be worth checking.

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To leave for price rise reasons must be within 30 days of being notified, every customer has already been notified so that option is no longer available, the price rise took place on September 17th 2018, notifications were sent from June 22nd 2018 onwards.

[doodlefruits]

Also I have been told by BT that I would not have any charges because of their appalling service so the charges are not an issue its the customer service that is why I left BT, still no solution?

[-Richie-]

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@doodlefruitswrote:

Also I have been told by BT that I would not have any charges because of their appalling service so the charges are not an issue its the customer service that is why I left BT, still no solution?

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Speak with billing, if you've been told you can leave without penalty then it should be logged on your account, your other option would be to raise a complaint, let them know the time and date you were told you can leave, that call recording can then be listened to and if you were told no charges then you have evidence to back that up.

[doodlefruits]

I have an open complaint and have done all that you suggest over the last 3 weeks and still no one has called me back, rather I keep receiving requests for payment so to call customer services again to be told I will be called back seems a waste of time.

[NeilO]

@doodlefruits welcome to the community and thanks for posting, I'm really sorry that you have cause to complain. If you send in your details using the 'click here to contact the mods' link in my forum profile we'll be happy to review this for you and address your concerns.

You can find the link by clicking on my username.

[JohnC2]

Hi @doodlefruits I've picked up your case and can confirm the cancellation charges will be refunded. I've sent the refund for approval and this should be completed later today. I'll confirm this has been completed with you tomorrow.
Cheers
John

[JohnC2]

Hi @doodlefruits I called earlier sorry I missed you. I can confirm that the cancellation charges have now been refunded to your account. This has left a small credit balance which will be refunded to you by cheque. 
Please post back and let me know if this has now been resolved to your satisfaction and I can close the case.

Cheers
John