Don't phone them unless you like waiting for ages till you get someone (don't do it anywhere their closing time, they just cut you off) then are given a load of blather from the "Loyalty Team" who sound very plausible, until action is required then everything carries on as before. I've tried three times to close my account after 47 years, as I was moving house. The first loyalty teamster (based in Newcastle) promised me a huge reduction in my bill to keep me. He took my potential new address and assured me nothing would happen until I contacted them and gave me a confirmation email. My house purchase fell through and I am now living in temporary accommodation (without a landline). Blow me, I then got a bill assigned to the new address, at full rate. I contacted the online help-desk explained the situation, was apologised to and told it would be corrected. Next month I received another bill - wrong address, full rate! Fed-up, I wrote to them with all the details. I was rung up four days later by the Loyalty Team in Enniskillen and told that yes, I could close the account and that I would get my money back for the previous bills. Then had two identical emails confirming closure. Today I received a bill exactly as before (now three of them!). I cancelled my direct debit so they can't access my money. I await with interest their next move. I don't suppose I'll get my money back. They have a damned nerve calling it "Loyalty" as, after 47 years I'm treated with such disdain.
Thanks for your post and welcome back! I have moved your post to start your own thread discussion.
I'm sorry to see that you've had problems closing your BT account. Due to the many problems you've described in your post we will pick this up and help sort this out from here.
I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages