BT have charged me for my equipment which I have already returned

[apple234]

I feel really upset.

I knew that I had to return my BT Hub after closing my Broadband account, so I requested a pre-paid postage bag from BT, which they sent through.

I put the hub into the bag, took it to the post office and was NOT given a proof of postage. Now, BT have charged me £50.

I sent the Hub back in October, so I find it amazing that BT claim they have not received it.  What can I do?  I cancelled by BT account because it was too expensive and despite my best efforts to avoid being charged an additional £50 BT are saying they're going to take the money from my account tomorrow!

[NigelB72]

Do you have proof of postage with a tracking number? This should have been given to you by the Post Office 

[imjolly]

Try phoning CS 03301234150 or the billing team https://www.bt.com/help/contact-bt/account-and-billing/broadband

They hopefully can help but no proof of posting may be a problem

[apple234]

thanks - I doubt they'll accept my word against theirs. It just seems like a convenient way to make money for BT, to claim that these things aren't sent. it was their pre-paid, trackable packaging - when I spoke to them a month or so ago (after I'd sent it back and when I was still getting reminder emails) the rep said they couldn't even check if it had arrived

[NigelB72]

@apple234 the post office should have given you proof of postage in the form of a receipt with a tracking/reference number on it.

[David500]

@apple234  Did you keep a note of the tracking number? If you did you can look it up on the Royal Mail website to see if/when it was delivered.

[imjolly]

@apple234 

Try  CS and also billing team and if no success then post back and we can see if mods can do anything to help

[Patel236]

The tracking number should show up on your account. You can then track the return on Royal Mail website. 

[DavidM · Accepted solution]

Hi @apple234 and thanks for posting.

I'm sorry for any confusion with your returns. I'll be happy to take a look at this for you. I've dropped you a private message so send over the details and we'll take it from there.

Cheers

David

[apple234]

thanks everyone - I have called BT and this charge has now been cancelled.