Being charged for returned kit

[Philbar72]

Hi, on my family’s recent bill we have been charged for not returning our equipment. The issue I have with this is as soon as my faulty box was replaced I put all the relevant parts into the blue bag, sealed it and handed it to my local post office and this was a while back. 
can someone get in touch as my dad is the bill payer and is very distressed at this. I have all the details of the account to hand.

thanks and regards - Phil 

[gg30340]

Do you have Proof of Postage. If so call BT 0800.800.150 and they will refund the charge.

[Philbar72]

For some reason I wasn’t given one. Or at least I don’t recall it being given to me…. 

[gg30340]

It is presently taking three to four weeks for returned items to show on your BT account so if you are still within that time scale it may eventually show as being returned.

If it is after four weeks since you returned the items you will find it difficult to prove they were returned if you do not have the Proof of Postage.

You could try calling BT 0800.800.150 to see if there is anything that can be done but without Proof of Postage I would not expect too much.

[Philbar72]

Fair comment. Bit frustrating, as previously I’ve never had to return kit. Poor old dad hasn’t taken this well. Thanks

[gg30340]

BT's policy regarding "loaning" equipment to customers changed in 2019.

See link

How to return and recycle your BT equipment for free | BT Help