This topic

Return Charge!

Jameel46 — Sat, 18 Jan 2025 17:13:51 GMT

First it took BT ages to send a return kit and as soon as they did, I returned everything that I was asked to. That was on 6th December 2024 (which I kept the receipt for). Today I get a text stating that I'm gonna receive a £50 fine even though I was quick to do what I needed to.

The paranoid part of me thinks this is BT's way of scamming a little bit more money out of a customer that's leaving but I'm assuming it takes them forever to process a return. Can't get through to them on the phone and can't even contact them online because their "Message Now" button doesn't work and they no longer seem to help people through social media as you just get an auto reply linking to the website. They seem to have given up on customer support.

Unlikely that customers that have left BT will see this message but has anyone else had this issue regarding returning kit?

Re: Return Charge!

gg30340 — Sat, 18 Jan 2025 17:16:40 GMT

It is taking about three weeks to process after the kit has been returned.

If you call BT 0330.1234.150 with your Proof of Sending or your Proof of Receipt they can update your account.

Re: Return Charge!

imjolly — Sat, 18 Jan 2025 19:20:24 GMT

Try message now which I have checked and it is working

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

Re: Return Charge!

Jameel46 — Sat, 18 Jan 2025 22:17:20 GMT

Was able to get on "Message Now" and get it sorted by giving them the tracking/barcode number. Not sure what led them to make the mistake if it could be identified as returned so easily. I do worry about people who aren't the type to challenge extra charges or just don't know how to.

This should be an end to the matter for me though. Will keep the receipt and the return confirmation e-mail ready just in case though...

Re: Return Charge!

Leanne_T — Sun, 19 Jan 2025 08:40:25 GMT

Hi @Jameel46

Thanks for coming back and letting us know this has now been sorted for you.

Take care.

Leanne.