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BT trying to charge me for kit they've confirmed they received back

nisaoirse — Sat, 09 Dec 2023 09:58:06 GMT

Hi, I returned two routers and a disc to BT and they confirmed on Oct 31, 9:10 AM that they'd received it but I've been getting reminders still about returning a router, I know for a fact 2 routers were in the returns bag as I checked the serial numbers against the ones they requested as I was packing them. Today I received an email telling me they're going to charge me £50 on my next bill as they claim one of the routers were missing.

I rang customer service who basically told me that there's nothing they could do as I no longer have the receipt (who keeps a receipt for nearly 2 months, especially when you've been told the kit has been received back?) I asked if I could raise a complaint and was told it would just be closed, I asked if they could raise it with the executive team and was told no.

It's coming up to Christmas and I can't afford to be giving BT £50 for their incompetence! What are my options here? Raise a complaint, wait for deadlock and raise it with Ofcom? At a loss.

Re: BT trying to charge me for kit they've confirmed they received back

DavidM — Sat, 09 Dec 2023 10:42:36 GMT

Hi @nisaoirse and welcome back.

It's been a while but good to see you again. I'm sorry there's some confusion with the returns. I can sort this out. Check your inbox for my message and drop me over a reply. Just a heads up, we're really busy at present so it's taking longer than usual to reply but we will get to you in turn.

Cheers

David

Re: BT trying to charge me for kit they've confirmed they received back

nisaoirse — Sat, 09 Dec 2023 11:48:59 GMT

Thanks David, I've replied to that now.

Re: BT trying to charge me for kit they've confirmed they received back

nisaoirse — Sat, 09 Dec 2023 15:25:03 GMT

Hi David, I logged in to mybt.com and checked the order which showed the serial numbers for the 2 hubs, they were both identical, one showing as returned, one not. I then rang BT and got through to a chap called Gordon in Ireland who sorted it out within minutes so no further actioned needed!

Re: BT trying to charge me for kit they've confirmed they received back

DavidM — Sat, 09 Dec 2023 15:59:09 GMT

Hi @nisaoirse

Thanks for getting back to me. I'm delighted you got this sorted.

Cheers

David