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BT have charged me for my equipment which I have already returned

apple234 — Thu, 28 Dec 2023 17:36:28 GMT

I feel really upset.

I knew that I had to return my BT Hub after closing my Broadband account, so I requested a pre-paid postage bag from BT, which they sent through.

I put the hub into the bag, took it to the post office and was NOT given a proof of postage. Now, BT have charged me £50.

I sent the Hub back in October, so I find it amazing that BT claim they have not received it. What can I do? I cancelled by BT account because it was too expensive and despite my best efforts to avoid being charged an additional £50 BT are saying they're going to take the money from my account tomorrow!

Re: BT have charged me for my equipment which I have already returned

NigelB72 — Thu, 28 Dec 2023 17:47:27 GMT

Do you have proof of postage with a tracking number? This should have been given to you by the Post Office

Re: BT have charged me for my equipment which I have already returned

imjolly — Thu, 28 Dec 2023 18:01:48 GMT

Try phoning CS 03301234150 or the billing team https://www.bt.com/help/contact-bt/account-and-billing/broadband

They hopefully can help but no proof of posting may be a problem

Re: BT have charged me for my equipment which I have already returned

apple234 — Thu, 28 Dec 2023 18:08:53 GMT

thanks - I doubt they'll accept my word against theirs. It just seems like a convenient way to make money for BT, to claim that these things aren't sent. it was their pre-paid, trackable packaging - when I spoke to them a month or so ago (after I'd sent it back and when I was still getting reminder emails) the rep said they couldn't even check if it had arrived

Re: BT have charged me for my equipment which I have already returned

NigelB72 — Thu, 28 Dec 2023 18:22:09 GMT

@apple234 the post office should have given you proof of postage in the form of a receipt with a tracking/reference number on it.

Re: BT have charged me for my equipment which I have already returned

David500 — Thu, 28 Dec 2023 18:24:49 GMT

@apple234 Did you keep a note of the tracking number? If you did you can look it up on the Royal Mail website to see if/when it was delivered.

Re: BT have charged me for my equipment which I have already returned

imjolly — Thu, 28 Dec 2023 18:31:58 GMT

@apple234

Try CS and also billing team and if no success then post back and we can see if mods can do anything to help

Re: BT have charged me for my equipment which I have already returned

Patel236 — Thu, 28 Dec 2023 18:42:37 GMT

The tracking number should show up on your account. You can then track the return on Royal Mail website.

Re: BT have charged me for my equipment which I have already returned

DavidM — Thu, 28 Dec 2023 18:45:06 GMT

Hi @apple234 and thanks for posting.

I'm sorry for any confusion with your returns. I'll be happy to take a look at this for you. I've dropped you a private message so send over the details and we'll take it from there.

Cheers

David

Re: BT have charged me for my equipment which I have already returned

apple234 — Thu, 28 Dec 2023 18:52:25 GMT

thanks everyone - I have called BT and this charge has now been cancelled.

Re: BT have charged me for my equipment which I have already returned

iniltous — Thu, 28 Dec 2023 20:15:30 GMT

A good result .
I recently returned my old router having been provided with a SH2 ( and returned a BTTV box ) , both items were taken to the Post Office and proof of posting given , TBH , simply handing over the equipment at the Post Office without asking for a receipt is foolish, and although there is no reason to doubt your integrity, judging by the BT equipment available on auction sites etc , obviously many people don’t return the equipment , but can claim they did , stating that they were not given a receipt.