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Being chased for equipment already returned

spudio — Mon, 04 Dec 2023 11:44:16 GMT

I returned my old BT Hub 5 weeks ago, but it is still marked down as ‘awaiting return’. I am still receiving reminders to return it, which I find particularly galling, and fear that I will be charged for it.

I have the Royal Mail tracking details which show that it was received/ delivered back on 1st November.

I can see some other people on this forum have had similar issues.

Please could one of the moderators help me with this? I have tried phoning on numerous occasions but have not had any success getting through after hanging on for 15 minutes each time.

Thank you in advance for your help.

Re: Being chased for equipment already returned

chrisjp — Mon, 04 Dec 2023 11:52:32 GMT

The only way I've found to get a proper response from BT is to use their online chat system and get the agent to raise a formal complaint

Re: Being chased for equipment already returned

imjolly — Mon, 04 Dec 2023 11:52:59 GMT

try contacting billing team as that seems to work

https://www.bt.com/help/contact-bt/account-and-billing/broadband