This topic

It is SUCH A SHAME-BT

karankhatter — Sun, 24 Nov 2024 00:53:45 GMT

Urgent Action Needed from BT – Unacceptable Service

I stopped my BT connection on 30th October and have been diligently trying to return the equipment ever since. Despite multiple requests for a return bag, including chats with customer support, I still haven’t received it.

This has left me in an extremely difficult position. I am leaving the country on 30th November and only have a few days left to return the kit. BT’s failure to send the return bag after repeated attempts puts me in a tight spot, especially since they plan to charge £50 if the equipment isn’t returned.

This lack of accountability and poor service is beyond frustrating, especially when the customer is penalized for something entirely out of their control. I urge BT to act immediately and ensure the return bag is sent to me ASAP, so I can fulfill my responsibility before leaving the country.

Has anyone else faced this issue? I’d appreciate any advice or support from the community to escalate this matter further.

#BTSupportFail #CustomerService #UnfairCharges

Re: It is SUCH A SHAME-BT

edbostan — Sun, 24 Nov 2024 08:00:50 GMT

If you have a local BT/EE shop within easy reach I would ask them about the problem. They may offer an easy solution.

Re: It is SUCH A SHAME-BT

Anonymous — Sun, 24 Nov 2024 09:15:44 GMT

Sadly like so many of BT's failings, this is another one they seem unwilling/unable to resolve. We've seen this repeated for literally years.

Try logging onto to MyBT & scrolling down the home page. You should see this were you can order online.

You could return at your own expense, but use a tracked service & make sure to include your account number. Royal Mail 48 hour tracked is reasonably priced & includes cover against loss. Make sure you keep the tracking number. The return address is:

BT Returns
Scottish Distribution Centre
SDC
XX50 5NN

IIRC, an EE Shop should be able to accept returns also if that's an option as suggested by @edbostan. If you go that route then take a pic of the items in the store!

Note that any equipment received prior to 13th December 2019 is yours & doesn't have to be returned. Not that it stops them asking.

Re: It is SUCH A SHAME-BT

gg30340 — Sun, 24 Nov 2024 09:13:05 GMT

As you have repeatedly asked for a returns bag and as yet not received one I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: It is SUCH A SHAME-BT

Katie_B — Mon, 25 Nov 2024 09:27:11 GMT

Hello @karankhatter.

I am very sorry to hear your returns bag is still not with you.

It's important we ensure this is with you before you depart the UK so I would love to see if I can help.

When was the last time you spoke with customer services to request a bag?

Speak soon,

Katie