I was asked to register an post a question here from your TrustPilot agents.
I spoke to an agent on the 06/07/21 and we agreed my services would be terminated on the 13/07/21. Due to ongoing issues with broadband speed, I was told that the early termination fees and disconnection charges would be waived. Following that conversation, I received an email confirming both my broadband and landline would be terminate on the 13th and the final bill generated within 7 days. My broadband and landline were in fact terminated on the 13th, however, the final bill was not generated and despite I have spoken to multiple agents on the Billing Team and logged a complaint, no one seems to be able to resolve this issue.
My account has been closed and, if I try to login from the BT app, it says there is no account linked to my email address. I have never had any other service from BT, including email, TV, etc. If I login from the website, it also shows that a standard monthly bill will be generated on the 24th, despite my services terminated on the 13th. The billing team said this is not possible but the system shows the next billing date and amount.
The agents told me my account should be in credit as I have been previously billed until the 24/07 but my services terminated on the 13/07 but they said they cannot generate my final bill as this is something the system must do. This problem happened to me in the past with a different account and I was debited despite my account was closed. It took 2 months and my MP to resolve this and I do not want to go through all of that again.
Is there anyone from BT who can investigate the reason why I have not received my final bill and finally generate the final bill? Can you also stop your system from generating monthly bills and debiting me?
I have asked to have my complaints escalated by the agents refused to do so, despite your Complaints Code of Conduct clearly states I can have my complaint escalated if the agent is unable to resolve it. A lady from the billing team told me she has spoken to multiple teams, including the connection team but no one knows how to help. She said the offline team might be able to help but she does not know when they will look into this.
Can you please help?
Welcome to the BT Community and thanks for posting.
I'm sorry to see that you had problems with your broadband speed which resulted in your services being cancelled. It really shouldn't have been so difficult for you to get this resolved. You're absolutely right, you should have been given the option to speak with a manager at your request and I am sorry that didn't happen.
It's clear that you have had a really poor experience so we will pick this up and sort everything out for you from here. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages
I have provided all my details as requested but I have not received any update and the final bill has not yet arrived. Is someone actually working on it?