Hi Shelle7 and welcome.
I'm sorry there's double charges on the bill. Billing live chat should be able to help with that so give them a try and let me know how it goes.
|Did you get the help you needed?|
Help others by clicking on ‘Mark as accepted solution’
|Show your appreciation!|
Click on the star next to a reply to say thanks
|Help guide to using the community? Click below|
You could try this: from BT Code of Practice
I would stop any DD or other automated payment process; telling them that I am not cancelling, merely suspending, auto payments whist BT "check everything"
Is that really a sensible suggestion though?
I know it should be, that according to BTs own code of practice this is what you should do, but given BT's track record I'm sure it would be safer to chase a refund than to cancel a direct debit, risk them getting the whole situation back to front, and end up with BT cancelling your service because you've not made payments, thus making you unable to contact them easily, because you have no service.