This topic

Refund from closed account

Jen133 — Mon, 01 Jun 2026 11:47:34 GMT

I closed my father’s account last year when he sold his house and moved to a care home. There’s still money remaining in the account as credit. I can’t find any way of getting the money refunded? Please can someone help? I have registered my power of attorney with BT but now can’t get anyone to answer my calls. I wait on the line for 35 mins then the call is ended. Thank you!

Re: Refund from closed account

gg30340 — Mon, 01 Jun 2026 11:52:46 GMT

Nobody on the forum including the moderators have access to your fathers closed account. You will need to call BT Billing 0330.1234.150.

If you get no success you will then need to raise a complaint.

Re: Refund from closed account

imjolly — Mon, 01 Jun 2026 12:04:45 GMT

in addition to phone number posted by @gg30340 you can try message now with billing and see if they can help you

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

Re: Refund from closed account

Jen133 — Mon, 01 Jun 2026 13:18:44 GMT

Thank you for your kind help

Re: Refund from closed account

Jen133 — Mon, 01 Jun 2026 13:20:22 GMT

The messaging was brilliant! Thank you!!! I have spent days trying to get through on the phone (most of last week!) and got connected with someone in less than ten mins on the messaging. All sorted now. They will send a cheque in the next 10 days.

I am so relieved! Thank you!

Re: Refund from closed account

Mr-Muddy-Paws — Thu, 04 Jun 2026 14:33:15 GMT

Raising a complaint would seem to give BT a 28 day get out clause.

Re: Refund from closed account

gg30340 — Thu, 04 Jun 2026 15:31:07 GMT

@Mr-Muddy-Pawswrote:
Raising a complaint would seem to give BT a 28 day get out clause.

A get out clause from what?

Re: Refund from closed account

Mr-Muddy-Paws — Thu, 04 Jun 2026 15:42:44 GMT

I meant, providing a fix for a problem sooner.

Re: Refund from closed account

gg30340 — Thu, 04 Jun 2026 17:00:18 GMT

The OP has not raised a complaint and he has had a resolution to his problem so what is the relevance to what you posted!

Re: Refund from closed account

Mr-Muddy-Paws — Thu, 04 Jun 2026 18:12:31 GMT

You suggested the next stage might be to raise a complaint. In that context, I reminded people that on a complaint BT says they have 28 days to respond.
But nevermind.