Charged for an account that had been transferred

[Disgruntled10]

On the 17th November 2022 my partner took over the billing account at our home address and upgraded it to fibre.

At the time I continued to receive bills but when I queried this I was told this was quite normal and that the final bill would be calculated when the new account in my partners name took over.

I was puzzled when in February of this year I received a new box. On logging into my (long unaccessed) account I was horrified to find that I had continued to be billed. I returned the new box, unopened via the postal return service.

I raised this with an agent who agreed that something had clearly gone wrong with the transfer and that the account should have been closed.

I was asked to raise a separate complaint to close the account which eventually was done. I continued to receive bills however and when I queried these I was told this was quite normal and part of the account being closed. I was also told that I would need to raise a separate complaint regarding any refund I would be due. I was assured that I would be refunded any erroneous charges.

When I finally got the final, final bill and the account was closed (April by now) I contacted BT again. Again I was assured that there was an error but warned that the agents screen was unable to see 'as far back' as the original transfer. I provided a screen shot of my partners 'Initial billing payment' on the 17th Nov 22 to the same address. I was also informed that there was a limit on the ammount of refund that could be issued.

I was assured that I would be called back on the following Monday. No such call was received.

I'm now recieving messages requesting that I return equipment that I don't have and still haven't been refunded anything. In fact I was even billed for the closing billing period before the account was closed.

Where do I go next? Raising complaints just seems to end up in the same circle.

[imjolly]

as you don't seem to making any progress try BT code of Practice and email the consumer resolutions team at the address provided.  That goes to ELC who should help.  surprised you did not check you bank account and notice your were still paying for your cancelled account for years

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

[Kimberlin]

@Disgruntled10  I'm slightly puzzled, are you stating that you've been getting billed for 3.5 years and never noticed the money leaving your account every month? Or have I misread into your post?

I've read your post as you transferred the account into your partners name and they have been getting billed separately but all the while, you have also been getting billed and you've never noticed until receiving a new box in February? If I've read it as is, you're owed £1000's over the last 3.5 years?

Ultimately, if I've read it as I think it reads, how have you not noticed the money leaving your account every month?

As for the return of the router of which I assume you meant 'box', did you retain proof of posting because without it, you will have a problem convincing the returns team that you've sent it back.

And of course apologies in advance if I've completely misinterpreted your post.