To think if you cancel something, it should be cancelled? What do I do about this?

[iwanttobelikegracekelly]

Late November a sales person came to my door trying to get me to change internet providers. I was having a bad day (I suffer with mental and physical health problems), and he was using quite hard sales tactics.

For some reason, I agreed to change, even though I didn't want to. Sometimes I go into a kind of half 'dissociated' state where I will just go along with things.

Two days later, I called up to cancel. Was well within the 14 day cooling off period. I was 100% assured that my order was cancelled.

Now today I get a text saying BT are coming out to install my new fibre broadband etc later this month!!

Log onto the email I used, and it was never cancelled!!

Now I am past the 14 days - what do I do here??

I don't have the mental energy to deal with this. I also no way can afford two bills coming off direct debit.

If anyone can help please.

U need to speak to them and tell them
you did call within the time. Do u remember the exact day? Calls are often recorded

The 14 day cooling off will start from when it’s installed, not the order date. Just call again - although I get it’s frustrating. BT customer service is awful. Might even be worth trying to do it via the online chat if possible as you can then get a transcript of the conversation.

Preserver call, email or online chat and tell them you called to cancel on X date.

It will be OK. You'll manage to cancel it.

Phone them again and say you cancelled on x dare. Hate BT customer service...I refuse to ever go with them again. Good luck

Contact them to let them know you cancelled, calls should be recorded and also they're supposed to add notes for all the communications.

I stopped opening the door to any sales reps, life is too short and we have so much going on as it is, I don't think anyone has the mental energy to stand there and try to work out whether it's a scam or figure out a nice way to say no please let it go etc...

Just cancel the direct debit. Easy with online banking.

Do you have confirmation of your cancellation? An email or text?

You can tell your existing provider that you don’t want to switch and they will block it. Maybe easier than dealing with the new company

@PrincessofWellies just in case you're not aware - cancelling your DD will not cancel any contract you have, and if you don't pay what they think you owe, you'll be slapped with a CCJ quicker than you think.

So do cancel the DD but be aware it doesn't close anything. Also, unless your bank puts a block against it, it can be reset up easily.

Op has already cancelled the contract by phone whether the company accepts it or not, it is cancelled. Cancelling the direct debit prevents the company taking unauthorised monies from her account.

They'll be laughed out of court if they tried suing. Op has a record on her phone that she contacted them. On the balance of probability, in accordance with the evidence it was cancelled by her.

Call them and give them the date that the conversation happened. If they say that they can't honour the cancellation send an email to their DPO, contact information should be in their privacy policy online. Ask for a copy of the call recording as is your right under GDPR. You can then use that call recording to escalate the complaint.

@Seabreeze18 I don't remember the exact date and I just looked and it's off my call logs.
@EverythingButTheName I like your name!! I think it was with the internet provider, not BT (BT openreach just install it).
@PrincessofWellies Can I do that? I wasn't aware I could cancel a direct debit with the bank.
@MichaelFartblender When I called to cancel they said they would sent me an email confirmation of cancellation within 7 days, but I didn't check just assumed that because they said it was definitely cancelled, it was. I have chacked now and there is no confirmation of cancellation.

Look at your phone bill online. You should be able to see an itemised list of all numbers you called.

Send an email marked FORMAL COMPLAINT to the CEO - you can find the address online if you Google it. Outline the issue politely and state what outcome you would like. You'll be allocated an Executive Department case manager who'll sort it for you; they're normally pretty good (although it took me about four months to cancel BT Sport......they did refund it and give me some compensation in the end!) Be prepared to be firm and make sure they stick to whatever timeline are discussed.