I cancelled (by requesting and using my MAC) and transferred to BT in May.
I spoke with customer services three weeks ago and confirming that I had been charged two month's direct debits after my date of cancellation and the helpful gentleman told me that he would put a credit in the system and he could see the error that had been made on my account. I was happy with that.
Imagine my surprise whan I recieved a letter asking for this month's broadband substcription payment. When I called customer services the individual responding told me that:
1. I had not spoken to his collegue three weeks ago;
2. BT had not "used" my MAC code so my broad band service had not been changed;
3. (when I pointed out I had a BT router now etc) Talk Talk's (Ex F2S) broadband service and BT's broadband service were still on my telephone line so I had two services.
I expressed my surprise that he was suggesting I had two broadband services on my line and when I asked him what he meant he explained that I would have to write and give 30 days written notice to cancel my contract. I read him the MAC email in which Talk Talk confirm that cancellation of the contract will be automatic on "using" my MAC with my new provider but he failed to understand.
I then spoke to second line customer service (after becoming slightly aggitated for which I apologised) and explained the same story. I provided my earlier call reference. Second line support confirmed that:
1. I had spoken to them three weeks ago;
2. They could see the problem; and
3. They would send a credit invoice out on 12 September.
What particularly annoyed me is that some unsuspecting fools may believe the drivel spouted by first line and actually write in to cancel their "service" leaving Talk Talk with a neat 3 months of payments for nothing.
That is all.
Shocked and appalled from Northumberland.