This topic

Refund

robh66 — Fri, 10 May 2024 10:31:01 GMT

I’ve made the switch to New EE, I’ve just had a bill from BT saying I’m in credit, when can I expect the refund, and will BT close / cancel the Direct Debit after I receive the refund. . Or is that something I need to do.

Re: Refund

JohnC2 — Fri, 10 May 2024 11:34:22 GMT

Hi @robh66 thanks for your post. The account should be closed automatically and within a few days of your EE service becoming active.

If your bill has a ref number beginning with an 'F' then that indicates the final bill and the refund will be triggered automatically. If it isn't then use the 'Message now' option on this page Broadband | BT Help and one of our guides will be able to arrange the refund for you.

Cheers

John

Re: Refund

pottyperson — Fri, 10 May 2024 18:18:05 GMT

BT cannot cancel the Direct Debit. You'll need to do that once you're satisfied that the refund has been fully credited to your account.

Re: Refund

robh66 — Sat, 11 May 2024 18:54:11 GMT

Thanks @JohnC2, just used BT's "Message Now" as you suggested, and got a nice chap, who's started the refund process and closing my BT account at the same time.

Re: Refund

Filosopher — Tue, 29 Apr 2025 11:50:53 GMT

Had exactly the same problem.Got a final bill from BT on the 18th and a message to say that I would be refunded. No sign of the refund but I have just spoken to a guide who assures me that the refund was sent on the 18th and normally takes up to 5 days to reach my bank account, however the Easter Bank Holidays probably explain the delay and the refund should appear this week.

Also advised to ring back if the money doesn't appear on Friday.

Re: Refund

robh66 — Tue, 29 Apr 2025 15:07:45 GMT

Not totally related, but I had that with O2, I did a recycle, and they said 5 working days. but then Easter got in the way.

So if you haven't got the refund by Friday, give them a ring to question it.

Re: Refund

Filosopher — Tue, 06 May 2025 07:38:13 GMT

Didn't need to ring,on Friday my bank account showed the refund as upcoming and it has arrived in my account today(Tuesday 6th).
Thanks to BT guides for their help,problem solved.

Re: Refund

Katie_B — Tue, 06 May 2025 08:42:38 GMT

Thanks for coming back and letting us know @Filosopher.

It's great to hear your refund is with you.

Katie

Re: Refund

Kimberlin — Tue, 06 May 2025 17:50:34 GMT

I had an email from BT that states the following:

"We'll send a final bill with any charges up to and including (date). If you've paid too much, well refund you on your final bill.

Please don't cancel your Direct Debit. We'll do this automatically when the final bill is settled."

I received the refund all in good order, however, I can see no evidence in my account that the direct debit has actually been cancelled by BT as it's still showing in my scheduled payments in my banking App. BT haven't taken any more money from me, but I've had no confirmation from BT that they've actually contacted my banking provider to cancel the direct debit and I suspect I'll have no further contact from BT as we've completely parted company. If the Direct Debit is still showing in my list of scheduled payments in 4 weeks time, then I'll ensure I cancel it myself.

My point is, if BT cannot cancel a former customer's Direct Debit, what's the point of stating it in their correspondence?

Re: Refund

imjolly — Tue, 06 May 2025 18:39:44 GMT

The point is that many customers after leaving BT RETAIL cancel the DD and so BT cannot refund any money to your bank using your existing DD they request you don't cancel. BT cannot cancel the DD only you can do that as the bank account owner

Re: Refund

Kimberlin — Tue, 06 May 2025 18:55:01 GMT

And I do not dispute what you are stating. What I've said is, and I appreciate to some I'm probably being pedantic, BT state in their email that they will cancel the direct debit when the final bill is settled. Clearly as you've kindly pointed out, they cannot, so they should change their wording to say

"Once you have received your refund and on confirmation that your kit has been returned, you should then cancel your direct debit"

But I guess that's too difficult.

Re: Refund

gg30340 — Tue, 06 May 2025 19:36:26 GMT

Perhaps what BT mean is that when the refund has been paid they will cancel the DD of your closed account and their records so that no further payments will be taken from it.

Re: Refund

Kimberlin — Tue, 06 May 2025 19:43:21 GMT

Excellent! And as you've just unofficialy rewritten what they probably mean, perhaps you can forward that to team who concocted their poorly communicated version and change it so that a mere **bleep** like me can actually understand what they actually mean 😂