Cancelled order stuck open

[philhawkins]

Good morning

I'm hoping someone can help on the community, I'm not getting very much success with 150. I placed an order on Thursday 17th, however I realised I placed the order wrong (totally my fault). I contacted BT at 2pm and asked if they could cancel the order. This was cancelled, and I was told it takes 24 hours for the open order to close, the lady on the phone told me if it's not closed after 24 hours to call back in so 'back office can close it'.

I contacted on Friday after 24 hours, and was told 'Ah, you should have been told it can take 24-48 hours, this will 100% be closed by 2pm Saturday'. I accepted this, and another 24 hours came and went. The order is still showing open. I contacted BT again yesterday and was then told I shouldn't have been told 24 hours, I should have been told up to 10 days and if it hasn't closed by 28th August I need to get back in touch.

After going in circles I'm hoping someone on the community can clear this up for me, do I need to speak to a certain team on the phone to get it sorted? I'm unable to place my new order until the open order has been cancelled. Any help would be appreciated. 

[Keith_Beddoe]

@philhawkins 

Welcome to this user forum for BT Retail phone and broadband customers.

This is just a customer to customer help forum, everyone here, including myself, are just customers, so are not going to be able to help with this issue. I would wait until tomorrow or Tuesday, when tasks are more likely to be progresses.

The only BT Employees are the forum moderators.

[philhawkins]

Hi Keith, thanks for the swift reply. Totally understand the community is a long shot, I managed to search similar posts before where someone from the community has been able to get the order closed, so was trying my luck really as going in circles with 150. Thanks for the help anyway. 

[Keith_Beddoe]

It would have been one of the moderators who helped. They are normally very busy, and its likely that the order would have closed, long before they could start to look at it.

If its still open by the middle of next week, then please post back here.

[philhawkins · Accepted solution]

Morning, just to provide an update to this query I've called and spoken to a very helpful agent today who has raised a ticket for me and this will be closed in 72 hours. He did help me clarify the process:

When an open order is cancelled, it can take up to 24 hours before the order will move to a closed state. If after the 24 hour period this hasn't happened, then it has to be raised as a ticket to the offline team to close the order manually as the system automation of the process failed internally. This is what should have happened when I contacted BT on Friday after the 24 hour period had elapsed but didn't, and was also not raised on the Saturday when I got in touch with BT again. 

Hopefully this info helps any other customers that might come to the forum looking for assistance with the same problem, wait 24 hours after requesting, then get in touch to raise a ticket so they can close the order. It'll save you a lot of hassle being told to wait another x amount of hours with no explanation as to why.