I cancelled anytime calls last September but it's still showing on my bill. I've actually had a refund for one overpayment but now there are charges for the next three months. I've spent the last three days asking to have the bill amended but with no joy. The last agent said they would deal with it and it would take 4 or 5 minutes. Half an hour later I was still waiting and had to assume they'd just forgotten me. I made a complaint about this as it's unacceptable. Is there anything else I can do?
Is anyone else having problems with the BT website? If I login to the website I get a message that says, 'Sorry, we are unable to fetch the requested information.' I can get to my bill if I hover over My BT on the right hand side and go through the menus. If I click on My BT anywhere I just get error messages. I was passed to a specialist team but all they could suggest was that it would probably resolve itself eventually. I have tried in a different browser but the same thing happened.
Once generated a bill can't be amended, is the anytime calls part of the broadband package or an addon ? If it's an addon it will have a separate charge.
To remove the addon ring 0800 800 150 and you want either the Value or Loyalty teams, they can remove it.
Thank you for your reply. Anytime is an add on and I have already cancelled it back in September 2019. Three different agents have told me it's on record as being cancelled then but it's still being added to my bills. Hopefully the complaints team can resolve it as obviously I don't want to pay for something that was cancelled and shouldn't have been added to the bill.
Did you get an email confirming it was removed ? If so then you need to ask BT to raise a DI (Data Integrity) request, sounds like the order never completed correctly and it's lurking in the background.
I can't remember if I got an email. It was three months ago and I rang the bereavement line and cancelled by phone. It is on the records as your agents have looked it up and confirmed it was cancelled.
Hi @Jillity welcome back and sorry that your bill is not correct. It does sound like a data integrity error as suggested by -Richie-. We are quite busy at the moment but to ensure that your bill is fixed for the future it would be best to let us help you. I've sent you a Private Message with details on how to contact the Mod team.