Add on not being removed

[Bruster01]

Firstly, I’m on benefits and struggle with depression and BT is sending me under.

I cannot get a 10GB add on removed, I’ve called about 10 times, been told yeah it’s all removed and I’ll get an email. But nothing, and it’s still there. 

I got the add on as I was waiting for broadband to be installed, I didn’t get it when I needed it. And now I don’t need it, I’m still getting charged. 

I’m on the £9 BT mobile tariff and my projected bill with broadband is now £58 which I cannot afford. 

Twice yesterday I called. Got through to a BT guy who said the system is a pain, but he’s figured it out, assured me it’s all taken off and I won’t be charged, and it’s still there on my account and bill. 

please help. 

[imjolly]

try contacting billing using message now in this link and they should be able to help you

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[Bruster01]

Tried the message thing. Ultimately ends up telling me to call 150, which I’ve done on multiple occasions. 

I’ve been told by them over 10 times that’s it been deleted and it hasn’t. 

[imjolly]

as you have tried many times and still no further forward use the consumer resolution email address here and they will help you sort out your problem

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

[Bruster01]

Thank you. 

I emailed the consumer relations email, but the email got returned. So I have filled in the online complaints form and detailed everything in that. 

Hopefully hear something soon, as my bill is due to be paid middle of August and I don’t have the funds to pay a £60 bill, 

[imjolly]

sorry but you did send email to consumer-resolutionteam not relations?

[Bruster01]

I sent the email to 

[email protected]

But got this back,

Your message was rejected by the recipient's domain because the recipient's email address isn't listed in the domain's directory. It might be misspelled or it might not exist. Try to fix the problem by doing one or more of the following:

So I filled in the form on bt.com/complaints

[Katie_J]

Hi @Bruster01. 

Thanks for coming here. 

I am sorry to hear this is happening and that it is causing you a great deal of stress. 

When you have a moment please check your community inbox. 

Speak soon, 

Katie

[imjolly]

The complaints code of practice had been updaed July 2026 but has been taken down and the old version dated march 2026 is back with the old resolution team email address

Now write to consumer-resolutions

[Bruster01]

Ah. Thats why the email didn't work. Anyways, ive replied via message to Katie. Hopefully they can pull some strings.