It is SUCH A SHAME-BT

[karankhatter]

Urgent Action Needed from BT – Unacceptable Service

I stopped my BT connection on 30th October and have been diligently trying to return the equipment ever since. Despite multiple requests for a return bag, including chats with customer support, I still haven’t received it.

This has left me in an extremely difficult position. I am leaving the country on 30th November and only have a few days left to return the kit. BT’s failure to send the return bag after repeated attempts puts me in a tight spot, especially since they plan to charge £50 if the equipment isn’t returned.

This lack of accountability and poor service is beyond frustrating, especially when the customer is penalized for something entirely out of their control. I urge BT to act immediately and ensure the return bag is sent to me ASAP, so I can fulfill my responsibility before leaving the country.

Has anyone else faced this issue? I’d appreciate any advice or support from the community to escalate this matter further.

#BTSupportFail #CustomerService #UnfairCharges

[edbostan]

If you have a local BT/EE shop within easy reach I would ask them about the problem. They may offer an easy solution.

[rbz5416]

Sadly like so many of BT's failings, this is another one they seem unwilling/unable to resolve. We've seen this repeated for literally years.

Try logging onto to MyBT & scrolling down the home page. You should see this were you can order online.

You could return at your own expense, but use a tracked service & make sure to include your account number. Royal Mail 48 hour tracked is reasonably priced & includes cover against loss. Make sure you keep the tracking number. The return address is:

BT Returns
Scottish Distribution Centre
SDC
XX50 5NN

IIRC, an EE Shop should be able to accept returns also if that's an option as suggested by @edbostan. If you go that route then take a pic of the items in the store!

Note that any equipment received prior to 13th December 2019 is yours & doesn't have to be returned. Not that it stops them asking.

[gg30340]

As you have repeatedly asked for a returns bag and as yet not received one I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

[Katie_B]

Hello @karankhatter. 

I am very sorry to hear your returns bag is still not with you. 

It's important we ensure this is with you before you depart the UK so I would love to see if I can help.

When was the last time you spoke with customer services to request a bag?

Speak soon, 

Katie