BT won’t remove an add on

[St9]

Hi,

Please help as I am exhausted trying to resolve this with BT.

I added on 500mb of data several months ago when my child went over their limit and wanted it for that month only.

I called back to cancel it before the end of the month as advised by BT.

I still get charged for it every month despite calling and telling BT every month.

Has anyone had any experience of this and able to advise how to resolve it? 
#NEVER GET AN ADD ON!

Thanks

[PaddyB]

Hi @St9,

Thank you for posting. I'm sorry if you've been incorrectly charged for the data add on and I'm sorry this wasn't corrected when you called. If you send me your details, I'll get that corrected.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[kinoultonkid]

same here , I want to remove an addon but the links on the woefully poor BT website and app simply drive me round in circles, now complicated by ending up on EE branded pages

[Michael_D]

Hi @kinoultonkid 

Thanks for coming to the community.

Which add-on are you trying to get removed?

Michael

[kinoultonkid]

A 15gb data add on. I spoke, finally, with BT yesterday afternoon and they said they would remove straightaway and send me an email confirmation within 15 mins. However checking my account this morning the add on has not been removed and I never received an email yesterday.

[Michael_D]

Thanks for the update @kinoultonkid.

The add-ons would usually be removed from the next bill, but if you have been told it would be removed immediately, it should be removed.

If it is still there, I would recommend getting back in touch with our Account and Billing guides, so they can check this or you.

Michael

[kinoultonkid]

Thanks Michael. What really annoys me is that I didn't receive an email yesterday despite being reassured twice that it would be sent in 15 minutes, it takes ages to get to speak to anyone on the phone and there is no way for me to self serve on the BT website.....which, by the way, is a complete mess...all complicated by the switch to EE !

[Michael_D]

I understand your frustration @kinoultonkid. I would expect our guides to follow up on what they have advised you.

There is also our chat team available on the link above if you are spending a lot of time trying to call through, and they can check the account for you. 

What was happening when you tried to remove the add-on in MyBT?

Michael

[kinoultonkid]

that is the main problem Michael, there is no way that I can find, and neither can the guides, for me to remove an add-on in mybt

[Michael_D]

@kinoultonkid If there isn't an option to remove it in the add-ons section, it would be a case of having to call again or contact the chat guides so they can get into your account and make sure it is removed.

Michael