This topic

Bereavement

cooksue35 — Thu, 24 Sep 2026 17:53:37 GMT

I informed the BT Bereavement team via telephone on 22/6/26 that my father had died. I got a final bill on 29/6/26 showing a refund was due. 3 months later & I have still not received the refund even aftr having made 6 telephone calls in total & I feel exhausted with it all. I have raised a complaint but nothing yet.

Any suggestions of anything else I could try would be greatly appreciated

Re: Bereavement

imjolly — Thu, 24 Sep 2026 18:38:43 GMT

Try contacting billing team using message now and they should be able to help

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

Normally if the DD was still active they would normally refund to the bank account -unless bank account deleted

Re: Bereavement

cooksue35 — Thu, 24 Sep 2026 19:00:20 GMT

Thank you I will try contacting the billing team again.

The Direct Debit was automatically cancelled by the bank when they closed my father’s account which I believe is what normally happens after a death.

Re: Bereavement

BhfpkiiL1 — Thu, 24 Sep 2026 19:06:05 GMT

Sorry for your sad loss

Contact your bank and explain what's happening..remind them given the situation that's it's obviously upsetting for you

Hopefully the direct debit guarantee will cover it

Re: Bereavement

gg30340 — Thu, 24 Sep 2026 19:08:30 GMT

You may find cancelling the Direct Debit is the issue. Refunds normally go back to the DD bank account.