Cancel subscription

[Lynneypinny]

I have exactly this issue. So I’m going to have to phone up as I can’t cancel TNT via the app!!!!!

[jaymorley]

Apparently it’s a glitch with their system they’re aware of. I called several times and should’ve been told first time I called that it would have to be done by them. To add insult to injury, despite them having records of me calling previously to cancel they charged me up until the date the managed to cancel their end!

Said it so many times, you only truly find out how good a company is once you start to have problems and see how they resolve them.  Thought this was one of the best largely because I never ever had issues. Then when you do!

[Lynneypinny]

Currently on hold with BT!!! Why oh why isn’t it straightforward. 

[Chris__S]

Hi @Lynneypinny 

Did the guide manage to get your issue sorted when you called them?

Chris S

[Lynneypinny]

I hope so. Took a long time on the phone.
I got a confirmation email. However, in MyBT it’s still showing as due to be charged on next bill. 

[Chris__S]

Thanks for letting me know @Lynneypinny 

Your MyBT app may take some time to update after a change has been made on our systems, so try not to worry too much.

If you'd like some peace of mind, though, you can contact one of our guides who can look into your account.

Chris S

[ed2000]

TBH I personally wouldn’t trust anything they tell you over the phone. You need something in writing, although maybe a email is good enough. Otherwise they might accidentally have not done what they told you and you won’t find out until they bill you again a few weeks later.

Once you’ve told them your done get them to tell you the final bill. Pay that immediately, then tell your bank/credit card to refuse any further attempts to bill you.

[Lynneypinny]

So I did as you suggested, and was reassured it would not be charged for. However it was still there when the bill was finally issued….. so the direct debit will take that amount from our account. Not only that but it’s showing as still being charged next month too. 

We spoke to accounts on the phone and they apologised and said that we will be credited and  next month’s bill will be amended. Nothing has happened to indicate this is the case. 

If we get charged again I’m taking it to the  ombudsman. 

[Chris__S]

I'm really sorry to hear about your experience @Lynneypinny.

It's possible that your bill was produced before the product was cancelled, which would result in the charge showing on your bill as a full month. 

If that's the case, a refund would be produced for your next month to offset the charge.

I'd recommend giving us another call so that an advisor can get this investigated for you, as I'd like to get you some peace of mind.

If you'd like to complain about your experience, you can use our BT Complaints web page to log your complaint.

Chris S

[jaymorley]

If I had to pick a best company for a continuous service I use then BT would win hands down. That was until I started to have issues that meant I needed to contact them. Have always said that you only really see how good any company is when you have an issue that means you have to contact them & how they react.

last few times I’ve contacted BT they’ve been more interested in upselling their products than resolving my issues. 

I’ve now migrated to EE after digging my heels in and not wanting to move. I’ve found that I was being overcharged for years and the person I dealt with also tried ripping me off when I moved my services. When I highlighted it was £10 more expensive than what online was stating he immediately said that there was a £10 sim that I hadn’t been told about!

Seriously thinking about going to the Ombudsman.