@Gbarnes Hi Gemma, many thanks for taking the time to make your post today, it's refreshing to see that Joesph treated you with empathy and was able to help you in what sounds like a very trying time.
I've found Joesph's details and will use our internal feedback process to pass on your thank you message, his manager will also see this.
Hi, it appears the account hasn’t actually been cancelled by the accounts department. Please could you look into this?
I am now in the proceeds of moving and have set up a new contract with BT, but this bill relates to the account that should have been cancelled.
I have asked a moderator to look at this, as it should have been processed as a home move, that would mean that your existing service would move to your new house, and you would not have needed to start a new BT contract.
Hi @Gbarnes and thanks for posting.
I'm sorry there's been some confusion with your bill. I'll be happy to take a look at this for you. I'll drop you a private message now so you can get in touch.