Billing after cancellation

[nanjay1]

My 2 year contract expired in September. I gave 2 months notice in July. On the phone, so no written evidence there.  I cancelled my Direct Debit with the Bank. I had an email from BT on 7th August headed “We are sorry to see you go” saying my estimated final bill would be around £46.75p. However, a conversation earlier this week with an operative called Katie, she said I was still a customer. My September bill was the full amount. I had ( obviously foolishly) assumed that as my termination appeared settled by the letter, the Direct Debit cancellation would be taken care of at BT end. However, I checked my Bank’s instructions which said along the lines of “ take care to notify the company providing service” so, as a precaution I cancelled at Bank end yesterday and rang I spoke to a Guide called Toff. He had to go and confer for a short time but came back and ensured the DDM was now cancelled. 2 days before, on 0800 028 2272 I spoke to a young woman called Katie to discuss the possibility of returning and she told me that despite the 7 August letter, and the passing of the termination date, my account was still active. Finally, this morning I had an automated call confirming the DDM was cancelled but going on about future bills by cheque and being charged a premium. nasty! I owe BT nothing, BT  owes me a refund and any thoughts I might have had about reverting from the new provider have gone. The Guides never seem to have the full picture and the chat facility on the app no longer appears. I only terminated because I was being charged a lot of money compared to other providers. I feel as if I am being punished. I am a 78 year old great grandmother living on a pension. I am so stressed it’s affecting my health. 

[shakey1981]

go to live chat give them proof that the switch went ahead and your now with a new supplier an email with a start date tell them you want a refund of fees from that date

[garybs29]

Why do people think they know better & cancel a DD? Normal bills are produced up to day of cancellation within 7 days of cancellation a final bill is produced & refunds due issued which of course can't be sent back to bank if DD cancelled. BT then cancel a DD once all refunded but then people cancel DD & complain when all goes wrong......

All the above is mentuoned when cancelling too

[nanjay1]

where do I find live chat? Seems to have vanished from the website. 
I am going try and put the copy letter of 7 th August in. 🤞

[shakey1981]

double post deleted

[shakey1981]

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

message now @nanjay1 

ll can suggest id your account is still open reset a DD for the refund and supply proof you left

bt wait till your final bill is paid once you get them to agree nothing is owed or due to be refunded  then cancel

[zulu17]

@garybs29  I suggest you reread the original post and in particular the last few sentences. It is clear that the process has caused concern and stress.  

[imjolly]

@nanjay1 

although you had good intentions by giving BT 2 months notice of your cancellation that has in effect caused all of your problem compounded by cancelling the DD as posted by @garybs29 

If you had just selected your new ISP and then taken out new contract your new ISP would have informed BT that they were taking over your line and everything would have gone as you intended.  the one touch switch is the recommended way by OFCOM.

hopefully this will now get corrected and you will get cheque for refund in due course

[zulu17]

Perhaps BT will listen review that original cancellation phone call to understand whether information over the recommended process was given  ? As it was this point where the subsequent problems arose. 

[shakey1981]

common pratice given it a few monthS After you leave before canceling DD if the continue to charge you for serviceyou dot have it easier to get this refunded omce you see yhis in your accont go back to bt and ask for proof you account is closed then cancel