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bt saying i have not returned my equoment

sanbrook — Wed, 09 Sep 2026 09:49:28 GMT

Hi, I am looking for some help from a BT Moderator. I returned my equipment back in June/July using the official prepaid BT return label. I unfortunately no longer have the tracking receipt. I am now being told I haven't returned it, and when I tried to resolve this on Live Chat, the agent demanded an 'XF number' I don't have and closed the chat on me. Can a moderator please help me get this non-return charge removed from my account?"

Re: bt saying i have not returned my equoment

shakey1981 — Wed, 09 Sep 2026 10:48:39 GMT

without proof you sent it or they have recieved it you will have to wait and see if they stop hassling you for returm

Re: bt saying i have not returned my equoment

imjolly — Wed, 09 Sep 2026 10:56:25 GMT

@sanbrook

the forum mods do not have account access so you need to try CS again or try pleading your case to billing using message now but without receipt you have no proof

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

Re: bt saying i have not returned my equoment

shakey1981 — Wed, 09 Sep 2026 19:24:11 GMT

do costumer returns have the tracking number logged for each return can you need find iy the tracking number logged for your account @imjolly

Re: bt saying i have not returned my equoment

iniltous — Wed, 09 Sep 2026 22:08:25 GMT

I guess your take on text chat you had and my take on it are different, I see no demand for a reference number but a request for it , and once you confirmed you didn't have a reference number they requested that you call customer service to look into this further , and they then closed the chat very politely in my view , hoping you had a great day and wishing you well .
Perhaps having a conversation is difficult for you or even impossible if you have some sort of disability making speaking difficult or impossible, but the text ‘chat’ you had seems pretty polite and concise to me

Re: bt saying i have not returned my equoment

Kimberlin — Thu, 10 Sep 2026 05:46:39 GMT

@sanbrook Sadly, for you, there’s a lesson learned here. Whilst not wishing to come across as hypocritical, whenever anything is sent back via post to BT or indeed to any other ISP or company, it is absolutely imperative to keep the proof of posting receipt that the Post Office or courier gives you. Take a photo of it too. I’ve still got the return receipts from the last two equipment returns to BT going back 8 years. If BT had received it, you’ll also get an email from BT stating that they’ve received it, still got my returns confirmation from May 2025. Basically, the onus is entirely on you to prove you’ve returned the kit and as you can seemingly no longer do that, you’ve got a fight on your hands.