BT doesnt cancel my service even though i have requested and keeps charging me for services not used

Submitted by Soummya in November 2016

BT Services only know to TROUBLE customer

I switched to BT from other providerfor TV,broadband ,phone and just on the day installation engineer didnt turn up. Hence I cancelled the service same day. When I cancelled I was told not to pay anything since the service was not even installed.

Since that day every single day they call me to send their Engineer for installation. Every day I used to say same day that I have cancelled the service and I used to get response that it takes 4-5 working days to cancel the service. They even send me a month billing for services which I haven’t used .When I called to ask about the bill they told me its an error and you can cancel your direct debit.

After 5 days when the services was not cancelled I called again and they said there was some error in cancelling and gave me order id of that error and assured me that services will get cancelled in 3 working days . Today I missed their call when they called me. I called them to ask if they closed my account they confirmed it will be done by monday and for confirmation also send me email saying its cancelled and I don’t owe them anything.


They even said its written in your termination condition but i have gone through Termination condition. It clearly says below line: When you may end a Service You may end this Agreement for a Service: (a) if you cancel the Service during your Cooling Off Period as set out in Paragraph 5. In this case you won’t have to pay early termination charges in accordance with Paragraph 13;

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