Since we started our broadband with BT in June 2017, they have three times cancelled our service despite us assuring them we still wanted it. And each time they did this, they tried to bill us for the remaining amount of our contracts.
This first started when neighbours moved in next door and we started receiving “somebody wants to take over your line” messages. After this, we were set up on an 18-month contract, but were assured that we could cancel six months in. However, this contract was cancelled again and we received another bill for early termination. All in all BT has tried to bill us £370, then £550, and now £239. Each time I complain I am told “it will be fine” but nothing gets resolved. BM, by email
What a saga this has been, and you are not the first BT customer to complain its staff appear powerless to resolve problems. The company told us your problems were caused by an error in matching addresses when a new customer applied for service.
Happily, the matter is now resolved. BT has apologised, refunded the charges, paid you £30 for loss of service and a further £30 as a goodwill gesture.
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