Bereavement

[cooksue35]

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

[imjolly]

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 

[cooksue35]

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.

[BhfpkiiL1]

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

[gg30340]

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