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.

Re: Bereavement

cooksue35 — Fri, 25 Sep 2026 09:25:56 GMT

You are right cancelling the direct debit has caused the issue but that is standard practice by banks when they are informed that someone has died so there has to be another way for refunds as I can't possibly be the only person this has happened to.

Re: Bereavement

imjolly — Fri, 25 Sep 2026 09:42:30 GMT

did you try the link I posted to use message now with billing as they should be able to help you

Re: Bereavement

cooksue35 — Fri, 25 Sep 2026 10:03:29 GMT

Yes I now have a complaint number & told that someone from the resolution team will call me.

Apparently billing cannot successfully override the name on the account when issuing a refund so trying to use BACS to transfer the refund to me keeps failing as the names do not match.

Re: Bereavement

gg30340 — Fri, 25 Sep 2026 10:14:58 GMT

There is nothing any of the forum members will be able to do other than suggest that you make a complaint, I would suggest to the BT CEO, you'll get her email address with an Internet search.

She won't get the email but her Executive Team will and they should be able to resolve this.

Re: Bereavement

cooksue35 — Fri, 25 Sep 2026 12:26:35 GMT

Thank you for trying to help.

I have made a complaint & I am waiting for a call back.