Dispute Over Cancelled Phone Line

[beachman]

I moved out of a rented apartment 15 months ago to move into my newly purchased home. When I left I cancelled all the utility bills as per normal. I asked BT for a line cancelletion form (I had broadband with them) which I filled out and sent back. Months later I noticed BT was continuing to charge me by direct debit for the line. I rang them this time and told them I no longer lived there etcc.....Undeterred, BT continued charging me line rental until four months ago when I ordered my bank to refuse the direct debit. This morning I get a call from BT Credit Control saying I owe them €90 for the last four months line rental at an address I left 15 months ago. I told them I cancelled the line in writing, they sau they never got it. I told them to check the line and they'll see it has not been used for 15 months. But like "the computer says No" routine, they insist I owe them. But if anything they owe me money. What should I do?

 

[circle]

I moved out of a rented apartment 15 months ago to move into my newly purchased home. When I left I cancelled all the utility bills as per normal. I asked BT for a line cancelletion form (I had broadband with them) which I filled out and sent back. Months later I noticed BT was continuing to charge me by direct debit for the line. I rang them this time and told them I no longer lived there etcc.....Undeterred, BT continued charging me line rental until four months ago when I ordered my bank to refuse the direct debit. This morning I get a call from BT Credit Control saying I owe them €90 for the last four months line rental at an address I left 15 months ago. I told them I cancelled the line in writing, they sau they never got it. I told them to check the line and they'll see it has not been used for 15 months. But like "the computer says No" routine, they insist I owe them. But if anything they owe me money. What should I do?

Is it possible that you entered a contract for a fixed period with them and so weren't allowed to cancel before that period was over (or at least paid for)?

Could someone else have ordered broadband over the line and inadvertently 'uncancelled' it without the update in billing details for the line? I know this wouldn't be your fault, but sometimes understanding where the problem originates in their systems can help you push people in the right direction to solve it.