BT kit returned but lost proof of postage, need help!

[whychaseme]

I have returned my smart hub 2 on 12th Oct 2024 and just this morning I got a text message notifying me that I've only got a few weeks left to return my kit, and if I had returned it just give them the tracking number. Unfortunately I was moving home those days so I lost my proof of postage, but I definitely had returned everything via post office. Also somehow I managed to keep the envelope of the return kit that bt sent me (don't know if that's gonna help). I asked the post office and they said they couldn't provide any sort of record or proof of that. I can see there are many posts like this and I am worrying that bt will charge me for this.

I really need help with this, thanks in advance for any useful advice!

[Michael_D · Accepted solution]

Hi @whychaseme 

Welcome to the community.

I can understand your concern with getting a text like this, especially when moving house is stressful enough.

The best thing I can suggest would be to get in touch with our Account & Billing guides so they can look at this further for you.

I can't make any guarantees that they can do anything if the proof of postage was lost during your move, but they would be the best people to speak to in order to see if there is any other record of the equipment.

Michael