Charged for returned equipment

[Martynwithy]

I am being charge for equipment I sent back 1 month ago via a post office. I don't have the tracking number and BT claim (not true) they have not received it. They seem unprepared to double check whether it has been delivered to them and just say I have to pay £190 for kit I sent back. Has anybody else had this problem? I am moving house and was about to set up a new account with all the sport, Internet, landline and mobile but I am now having second thoughts. It is so unfair and you get no real help in solving the problem. Very disappointing

[Martynwithy]

I am being charge for equipment I sent back 1 month ago via a post office. I don't have the tracking number and BT claim (not true) they have not received it. They seem unprepared to double check whether it has been delivered to them and just say I have to pay £190 for kit I sent back. Has anybody else had this problem? 

[gg30340]

How do you know that is is not true that BT have not received the items?

[Martynwithy]

Because I was the person who took the package to the post office and handed it over and it is highly unlikely (almost impossible) that the mail service just threw it away......it is a matter of probability.....otherwise where is the package? I have heard it has happened before...

[Manatarms84]

Without proof of posting with the tracking then there is no evidence it was sent let alone received by BT.  It may have been lost in transit by Royal Mail (such things do happen) BT advice you keep hold of proof of postage with the tracking so this does not happen.  It's not a good situation to be in but sadly an expensive lesson

[gg30340]

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@Martynwithy wrote:

Because I was the person who took the package to the post office and handed it over and it is highly unlikely (almost impossible) that the mail service just threw it away......it is a matter of probability.....otherwise where is the package? I have heard it has happened before...

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So packages never get lost or stolen in the mail system. I never knew that. I wonder why the Post Office need to give you a Proof of Posting  or offer signed for delivery etc if nothing gets lost or stolen.

https://www.bt.com/help/tv/how-to-return-and-recycle-your-bt-broadband-hub-and-bt-tv-box-fo

The whole reason that you get advised by BT to Keep your Proof of Posting until BT acknowledge they have received it is to ensure that you will not be charged if items go missing at any point it also proves that you did post the items because believe it or not some people do not send items back but claim that they have.

[Martynwithy]

Yes, it is indeed possible it was lost in transit or something similar, but I personally think it is more likely BT has mismanaged the delivery. Like I said it has happened several times in the past (so I have read) .  Plus they refuse to do anything at all to double check. I don't actually have an account with BT (I was in the process of setting one up and then had to cancel it for personal reasons). My dad had an account at the same address until 4 months ago, so may be that might have something to do with it? They could at least check or is that asking too much?

[gg30340]

Do you have the tracking number or anything that would allow BT to look for the items, bearing in mind that the items are returned to a number of different receiving locations.

Without some way to discern your items from the hundreds if not thousands of items returned to BT I have no idea how they could establish if your items have been returned, hence the advice to keep the Proof of Postage until acknowledgement of receipt by BT.

I fail to see "My dad had an account at the same address until 4 months ago, so may be that might have something to do with it?"  has anything to do with it or are you inferring that BT are doing something illegal because your father is no longer a customer and if that is the case you should contact the Police and report your concerns.

[iniltous]

It never ceases to amaze me how often people returning equipment fail to adhere to the simple instructions to keep hold of the proof of postage, in case of dispute, then complain that they can’t provide ‘proof’ that they returned the equipment, and are to be charged for not returning it , that’s why you are advised to keep the receipt the Post Office gave you , if keeping hold of a paper receipt is too much hassle taking a picture and keeping that on your phone would have the tracking numbers etc .

I’ve no reason to doubt that you did return the equipment , but plenty of it appears on selling websites and no doubt those individuals selling the equipment probably said they returned it as well .

[Martynwithy]

Yes, I agree, but sometimes life just happens....I was sure I had put the receipt in the zipped inside pocket of my jacket but it wasn't there when I looked later. May be it fell out when I was answering my phone while paying for something in a shop, while pushing my dad in a wheelchair etc., etc,... Hindsight is a great thing....it would be nice to think there was some other way of checking these things. Is not there some kind of serial number that could identify it (and stop people from selling these things illegally on-line)?  Unfortunately I'm not perfect and I made a mistake.