is this normal?

[#1]

Bt told me today that my account for broadband and phone is now cancelled with them " 4 months after i moved to PN " i was in credit and that needed sorted. Today bt told me this via e-mail...
"Although your BT services have been cancelled you’ll be able to view the BT bills for the previous 12 months at BT.com"
Is it normal for them to keep my online account active with my personal info ?
I thought when umoved isp they closed your online account down and removed your personal stuff.

[#2]

This happened to me after joining Plusnet 12 months ago and transfering my phone to them
I got 2 bills for £0 but still had £104 in credit, when I phoned up and told them I thought my account was cancelled when I transfered tp PN
They did tell me it was cancelled but many years ago, before everybody had mobile phones I had a card which allowed my son to phone home without the need for money, I forgot all about this card but the BP customer service person canceled the card which in effect cancelled my account and my credit was returned to my bank account
Her closing words was "We hope to see you back"

[#3]

they have now removed my online stuff and im free of them woohooo