Thanks for the reply back, Annlid60.
We're sorry to hear of what happened and how you feel, do you mean you've spoken to our cancellations earlier and they've refused to cancel your services upon your request, just to make sure we got this right?
Cancellations requests go through our dedicated team so you'd need to speak with them directly in order to cancel the services in this instance.
Our forum team is unable to process a cancellation for a customer, hence our prompt to reach out to our retentions department.
You may notice amongst others on the link we posted above that you may as well use the postal method to submit a cancellation in case other methods fail.
(if you do this, please make sure you post your letter with tracking and proof of delivery so we can confirm the delivery where needed - we will take the post-out date as a starting point for your 30 days notice until the service is cancelled)
Please, lastly allow us to kindly explain our bills come out automatically and our systems will keep billing you for as long as your service is active - switching off your equipment or stopping your payments will not be equal to cancelling and could potentially cause billing problems on top of that, so we'd advise to get in touch and sort this out to avoid further frustration.
In regard to our complaints process, please have a read here for more details and what steps can be followed if you wish to raise a case or address this to an independent adjudicator.
Glad to be of help, let us know if you have more questions or concerns about the above.
