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Charged for an Item I returned

Back in January I returned the Smart Hub along with the Tv box in the same bag provided by BT.  Few weeks after, I  received an email saying that they only received the Smart hub. I have now been charged for not returning the TV box. Can you please help me with this issue? as I am really confused and the BT customer service couldn't help me because I didn't have proof of postage.

Thanks, Jesse

 

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