Hi, my daughter has found out that she was having two debits from her bank account from BT on the same day every month with the account number being different by one digit on the second account . She canceled the second payment and for some reason this also canceled the original one. BT sent her two letters, one saying she was £240 in credit and she could have a payment break. The other saying she was £116 in debit and that they had decided to cut her off for non payment, and she has had no phone line or internet for two months. She has rung BT on countless occasions and eventually been cut off every single time.
She has also emailed them with no reply and today spent an hour and a half in online chat with a BT advisor only to be told that she must pay what she owes and that the contract has been terminated. Has anyone been through anything similar?
She really is at her wits end and any constructive advice would be most welcome.

Hi yorksguy61,

It sounds like she may have had two separate accounts for landline and broadband (hence the two direct debits). If she's happy enough for me to look into it, can you PM me her details? There isn't much we can do without checking the account first.

Thanks,

Stephanie
BT Support

She is even more unhappy now as BT have passed the amount owing on to a credit agency. Despicable. Bt have taken two lots of money out on the same day each month since the contract started. But she is in the wrong. yeah right