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Message 1 of 3

3 Multiple Accounts - Trying to remove 2

Hi, I keep ringing BT but can never get through despite waits of over 30 mins at a time. This is really frustrating as there is no email customer service address and the live chat doesn’t appear to be working?

I have 3 account numbers showing on my account. When I’m only using 1 account. When I first became a customer of BT 6 years ago they messed up my install and I was told to open a new account, which I did. Instead of removing the old account BT left the original account live which led to a lot of confusion. I’m not sure what or where the 3rd account has come from.  Recently I had to report a fault on my Broadband. I must of reported the fault by mistake using 1 of the 2 accounts that are not in use. As a result of this this I’ve had a Credit File notice to say "1  dormant account has been reactivated". On checking my Credit File there is an inconsistent history (most months showing blanks) of Unclassified Marks and Satisfied Marks against 1 of the dormant accounts.

How do I get BT to close the dormant account on my Credit File and how do I get 2  dormant accounts removed from my account information on MyBT to avoid any further confusion/ reactivation?

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Message 2 of 3

Re: 3 Multiple Accounts - Trying to remove 2

Hi @1521PC

Welcome and thanks for your post!

I am sorry for the problems you've had with the duplicate accounts.  I appreciate the amount of your own time you've taken trying to get in touch to sort this out.  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages



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Message 3 of 3

Re: 3 Multiple Accounts - Trying to remove 2

Hi @1521PC ,

Thanks for sending over the details. That should be sorted for you now so can you check and let me know? If you're still having problems reply to my last private message with a screen shot of what you're seeing.



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