This topic

Return Charges

JadeLH26 — Sun, 19 Jan 2025 11:43:47 GMT

So I sent my BT equipment back before Christmas, no problems there. Unfortunately, through moving house, I lost the tracking receipt.

Received a text today to say that BT are charging me £265 as I "haven't returned anything". Called them to say 1) it has been sent and 2) I can't pay that, to be told it might be in the warehouse and they can't do anything about the charges.

What can I do?! The post office has no record because I can't remember the date etc, so I'm at a loss. Somehow have to find £265 to pay BT for equipment that might be sat in their warehouse.

Re: Return Charges

Manatarms84 — Sun, 19 Jan 2025 18:42:37 GMT

It also may have been lost by the post office and never received by BT. I know it's a bad situation but if you can't prove you sent it back then BT are going to charge you.

Re: Return Charges

Keith_Beddoe — Sun, 19 Jan 2025 19:02:11 GMT

@JadeLH26

Its taking about three weeks for BT to log returned equipment.

Re: Return Charges

Anonymous — Sun, 19 Jan 2025 19:30:59 GMT

It is too late for this situation, but when I recently changed ISPs I made a point of phoning the "losing" company and giving them the tracking reference - insisting that they noted it on my account, just in case I lost the bit of paper.

Re: Return Charges

derekburton2 — Wed, 12 Mar 2025 20:05:27 GMT

It’s appalling how they can charge such high amounts, I have sent 2 items back 5 weeks ago and still they tell me not received, they need a big shake up and get it sorted or I will be going to citizens advice, they know they’ve received it but still charge me for not returning it, it’s disgusting

Re: Return Charges

Michael_D — Thu, 13 Mar 2025 08:39:27 GMT

Hi @derekburton2

Welcome to the community.

I know it would be a shock to see charges for items that you have sent back.

Do you have the proof of postage and tracking number still?

If you do, I'd recommend speaking to our billing guides so they can look into this further for you.

Michael