BT and BT EE are an embarrassment - Billed for one account that wasn't mine

[Leematthews26]

I now have to phone EE which is BT

I started a new contract with BT which I cancelled due to not being promised what I received 28meg speed max!! It never even got to 20, So I spoke to BT and was told I could try out EE on a monthly pay to use basis and that the BT contract would be cancelled with no words of warning about charges. That lasted a month and I went to another company who took care of the cancellation of the EE rubbish.

A month later I received a £630 bill for cancelling the BT contract early, the only problem was, It had my mothers partners name on it and even more laughable it didn't even have my bank details on it but my now dead mothers. I was rather annoyed with how bad they have been- A bill for something that should have been in my name and with my bank account!!! I have been promised a refund on that amount but the fools must have sent it to my dead mothers account, baring in mind I set the new one up with my details, Insane how bad they are!!!

Now I have EE direct debits coming out my account and its double the amount, we'll I cancelled that and they sent me the bagging to send the EE min hub etc back, so why am I being charged still, the woman on the phone said it was a pay per month system

I have used BT for 20+ years - How did they get so bad? 

[Peter_W]

Good afternoon @Leematthews26.

Thanks for taking the time to share your experience with the Community.

This is really isn't what we'd expect, and I can certainly understand why you'll feel let down with the issues you've experienced. 

Have you had the chance to query the refund further with BT? Depending on if the account it was returned to is still active, it may be possible to reissue this as a cheque, but it's strange that the account would be in your mother's partner's name. 

With the EE account, what was the last thing you were advised, too?

Peter

[XRaySpeX]

Haven't you informed your mother's bank to cease her bank a/c?

[Leematthews26]

Hi
Thanks for getting in touch
I have found out from my deceased mothers partner that BT are only giving
us £20, the EE contract which was pay per month was cancelled when I
changed to gofibre

I was just appalled that when i gave all my own details for the BT Internet
contract, it appears none of it was even taken, my name was not on the
letter and they didn't even have my bank details, how that is even possible
is beyond belief

So we are now down £600 and an extra £73 (2 months worth) for EE which I
don't even have - My mothers account is still active but I only have
limited access to it

I am very very happy with my new company but do find it sad that I was a
committed customer to BT for so long since they never let me down

Regards

Lee

[Alex_H]

@Leematthews26 Thanks for providing us with an update. I am really sorry  how disappointing and upsetting your experience has been with the mixed up account.

I can understand being unhappy to lose out on that money as that is a lot, especially if you were not told about any cancellation fees. If your mother's partner remains unhappy with the resolution I would suggest that they re-contact BT and request to follow their complaint escalation process.

With regards to your EE account, thanks for letting us know that  it was cancelled ok. The payments for EE should just be for the time you had an active broadband service with us, but if you think you have been overcharged our broadband team should be able to check and confirm which dates the charges have been for to make sure they are correct. 

Alex