After 30+ years with BT, we finally had to leave for financial reasons. So we cancelled (via the new operator and one phone call to BT to reject their offered but still unbelievably expensive deal). We were out of contract. However BT took a full month's payment but we were assured there would be a pro-rata refund - and there was but ONLY to the BT account not to our bank as expected. For reasons still unknown, the TV contract continued and they just debited the credit balance on the account. It's impossible now to remember the conversation we had so reluctantly I guess that money has gone.
Morale. When cancelling, check twice and then check again. Do not trust the WFH call staff, most of them do not have proper access and seem to be distracted half the time. Follow up on any cash refunds - even today our BT account is still 'open'. This experience has put me off ever considering a BT deal again.
