Good morning,
We parted ways with BT in December after very poor service and sent back all equipment in the bag with label as instructed at the end of our contract. We received a text saying that our kit had been received by BT on the 5th January confirming acknowledgement of the package. Strangely we then received another text on the 19th asking where the kit is, and another on the 30th Jan giving a final reminder. I just thought this must be an error with automated messages at their end. But today low and behold I received a bill for £110 for items not received !!! When I called them the advisor asked for proof of return, I said YOU sent me a text telling me it had been received by yourselves, I have the text here. He said we had it back on 4th Jan but some items were missing ??? I told him after all the problems that we had had over the last 2 years I assure you that all items to be returned were in that bag and I couldn't believe what I was hearing. I've raised a complaint with him as this is just ridiculous. If they don't retract the bill who do I go to to escalate this issue to ?
