Cancelled account still being billed

[Alanspurs9]

Can anyone help.  I cancelled my bt ee broadband within 14 days.  Received email confirming this and sent back equipment.  However I am still being billed.  I have spoken to bt 4 times and they say it will be sorted but it hasn't.   They have now cancelled it again and I'm worried I will be billed a cancellation fee of £900.   

[imjolly]

try contacting billing team using message now and see if they can help you

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

[Manatarms84]

As you have cancelled or requested to cancel within the 14 days there won't be any charges - you will just pay for what you have used.  Once your final bill is issued if there are any charges which shouldn't be there then BT will remove as they will have a record of your request to cancel

[Alanspurs9]

I hope so because bt are saying that openreach cancelled the cancellation so I had to cancel again 3 months after the 14 day period.

[Christopher_G]

Hi @Alanspurs9 

Welcome to the community.

That sounds quite confusing. Our Customer Service team have access to your account and are in the best position to try and clarify the steps going forward. Hopefully they can help you find a solution.

Chris

[Alanspurs9]

That would be good if you can help.

[Alanspurs9]

They are saying that openreach cancelled the cancellation. 

[Christopher_G · Accepted solution]

Sorry, @Alanspurs9.

We don't have access to your account here in the community. I meant for you to contact our Customer Service team. They're in the best position to advise you further.

Chris