Unable to Cancel BT

[Dunbare]

I'm glad to see I'm not the only one with this issue! This evening I submitted a formal complaint regarding BT’s ongoing failure to cancel my broadband service, despite my repeated attempts over the past two months.

Today (22/07), I completed all identity and security checks and was finally told the cancellation could proceed. However, after this, I was informed that BT “could not cancel due to an error.” This error was supposedly investigated, and I was then advised  (after attempts to sell me alternative options) that I am not the account holder.

This is entirely incorrect.

I have been the bill payer for 13 years, and BT has never raised any issue with my account holder status. BT had no problem accepting my identity when I upgraded the service in 2020, nor during any previous contact. I have provided evidence during today’s chat confirming my identity and my role as the account holder, yet BT still refused to process the cancellation.

I have now issued my formal 30‑day notice of cancellation as of today, 22/07. This notice stands. Please community members bear withness! Once the notice period ends, I will not be paying for further services, particularly as I will no longer be residing at the property.

If BT’s system does not recognise me as the account holder despite 13 years of payments from my account that I have evidence for and previous verified interactions  then BT cannot reasonably hold me liable for any charges or credit impacts. However, I would prefer this matter to be resolved professionally and correctly.

The cancellation process is not fit for purpose, and BT’s handling of this situation has been unacceptable. I request:

• Immediate correction of my account holder status

• Confirmation of my 30‑day cancellation notice

• A clear cancellation date

• Assurance that no further charges will be applied

• Confirmation that no negative credit reporting will occur - although you don't recognise me anyway as I am not the man of the house cancelling! Which I find rather sexist!

• A full explanation of why BT has repeatedly failed to cancel my account

I expect a formal response and resolution without further delay. You have my details on file. I'd greatly appreciate any support with this. 

[licquorice]

With all due respect, being the bill payer does not make you the account holder. The 2 things are entirely different.

[Dunbare]

It's always just been me they are dealing with! 

[licquorice]

Irrelevant. You are clearly not the account holder and as such are not in a position to cancel the account.

Presumably there is a reason the account holder cannot close the account.

[Dunbare]

I'm glad I'm not the only one going through this. It's horrid. I just want out of a contract I've been paying for the last 13 years! I feel totally stuck, but have sought third-party and legal advice. Hopefully it'll be resolved soon, especially since I will no longer be at the address for much longer! Very stressful and unnecessarily so. I'd love to hear from others with similar experiences at trying to cancel but facing excuses and technology errors! 

[Dunbare]

That's good to know. I wasn't planning to go with anyone else, and I have all I need with mobile data, but if going with another supplier gets me out of contract after 13 years - good to know! Thank you.

[Dunbare]

Not irrelevant, but a technical error that hopefully will be resolved soon. I opened the account and paid the bills. If they don't recognise me, I could walk away today unnoticed, but I've gone down the route of an official complaint, with a notice issued and evidence provided that I am, in fact, the account holder. It's interesting that when I was upgraded back in 2020, I wasn't faced with this hassle! Yet when I cancel, I'm faced with technical issues! 

[Dunbare]

I'm glad I'm not the only one! Raised a complaint when trying to leave them after 13 years - totally put me off coming back with the cancellation process! I'm hoping you got this resolved, and I will soon. Different story when you upgrade - hassle-free! Funny that.

[PlanetVisitor]

If imjolly’s approach doesn’t work you can always try guerilla tactics.

Initiate a move to another supplier using the One Touch system.  When the move goes through and BT have terminated the account, exercise your right with the new supplier to cancel within 14 days.  Job done.

[gg30340]

@Dunbare 

You were posting on a two year old threads so you may not have gotten a reply from those that have posted.

I have moved your posts onto your own thread because posting across many threads only causes duplication.