Hello - I thought I'd write my question here as I have a mental health issue and would really struggle to explain it all on the phone.
Recently I moved house - back to my parents who are BT customers- and notified BT that I was moving so that to cancel my existing Broadband/TV (keeping my mobile phone) service and to upgrade my parents service so that it was the same as my old service. The call-handler in customer technical service assured me that after talking to his manager that my old services would be cancelled, the new Halo 3 broadband and BT TV would be set up and installed at my parents - and since we were with BT and that I wasn't leaving BT technically-the installation fees and more importantly the exit cancellation fees at my previous address- would be waived. It was understood that at my parent's address there would be one account in my parent's name, not two separate ones. This was the factor that convinced us that we should go ahead with it, so we agreed to the upgrade and extra monthly costs. House move completed, BT Services were installed and work fine. However I have received a bill yesterday for the service at the previous address which we were told would be cancelled and had gone through! The shock of this was compounded when I called BT, got transferred to the Legal dept. and was (aggressively) told that if I wanted to cancel the previous contract, I owed BT £975!!!!
Confused and angry doesn't cover it!! I realise there has been miscommunication here about the exit fees of my previous contract. According to Legal, there is huge semantics about the phase "you're on the move" stated in the new contract. she was quick to point out that "you're on the move" specifically meant that the contract was moved to my parents house and not cancelled even though we'd reassured that it would be.
Any help and assistance would be most welcome!! Selina
