I too had trouble before leaving - crazy emails threatening penalty charges & higher prices for BT Sport, despite it already having been agreed that there would be no penalty and BT Sport would be cancelled.
My bill came with ongoing charges - they didn't know I'd left!
Live Chat - waste of time!
Transferred to 'someone who can help' - cut off!
Rang back - another waste of time - they didn't seem to believe I'd already left!
Transferred to someone who actually understood the issue, but they still want to collect £18.14 from me when they agree they should be refunding (due to charges in advance & line rental in advance) as they can't stop the billing process! And they need 10 days from the end of my contract to produce a final bill! The fact that that 10 days ended two weeks ago seems irrelevant to them!
No wonder their customer service ratings are low - they don't have any customer service!
What to do next? Cancel Direct Debit - or will that bring the debt collection mob in and cause more hassle?
Still chaos! Several interactions via chat & phone. Have to keep repeating that yes I can get a refund of line rental saver - Ofcom say so! But..................
Incorrect bill £18, incorrrect refund £11, phone call says refund £56 - wrong again, email refund of £6 & 90p what?, My BT message (no details given) refund £61.
I make the refund due about £75. Maybe I'll get £11+£6+90p+£61=£78.90 - I doubt it.
Sent message to Moderator - I need a referee!