Add on not being removed

[VVT]

I am having the same issue. They have been telling me it is being removed for three billing cycles now and it hasn’t. Have you got anywhere?

[Bruster01]

I should have updated. 

Yes, my issue was resolved. Katie the moderator who messaged me got someone to ring me, and they sorted it all out. They even applied credit for the overpayments. 

They basically said BT uses an old system and the EE team who you get through to don’t 100% know the score with BT add ons etc. 

I hope you get resolved, but messaging Katie the moderator who messaged on this was the one who initiated the phone call. 

[VVT]

Thank you for the update.  I will get in touch with Katie.

So happy you got it resolved. There’s hope for me yet!

[Katie_J]

Hello @VVT. 

Welcome to the community. 

I am sorry to hear you are also experiencing this. 

When was the last time you reported this to our customer care team?

Speak soon, 

Katie

[VVT]

Hi Katie,

I spoke to them today and they have said the usual to wait and see what happens tomorrow. . I sent you a private message detailing the issue. If possible please can you check and see if you got that mail.

thank you!

[Katie_J]

Thanks so much for getting back to me @VVT. 

I will take a look at your private message now. 

Please allow 24 hours and if the add-on is still showing let me know. 

Katie

[VVT]

Hi Katie,

I’ve just received my new bill and the add on is still showing. I will send you a private email too.

please can you help?

Thank you

[Katie_J]

Thanks for updating me @VVT. 

I will respond to your private message now. 

Katie