Kit return

[ACleaves]

I left BT in November and swiftly returned all of my kit in the Post Office as soon as the white return bags arrived, in mid December.

I hadn’t given it any more thought until this week when I received a message to say I’m being charged £89 for my TV box as they haven’t received it.

I have lost my receipt from the Post Office and am being told I now have to pay this balance as I can’t provide tracking information.

Surely my kit is somewhere in the returns department either not processed yet or a mistake been made to not acknowledge this on my account?

£89 is a lot of money to pay for someone else’s mistake.

[Confused0257]

just wanted to say that I am also in the same boat and have seen at least 3 other users complaining about the same thing...not sure if BT are dealing with the returns properly?

I have also tried messaging 3 different moderators but no response- maybe you could try this as well?

I'm at my wits end now, not sure what to do because I returned my hub almost 4 weeks ago, lost the tracking number and I'm not sure how bt can assist me now

[PaddyB]

Hi @ACleaves,

Thank you for posting. I am sorry if the equipment you returned to BT is still being chased. If you send me your details, I'll take a look at this for you. I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

@Confused0257 I'm sorry there has been a delay in replying to your Private Message, we've had a busy few days. I've sent you a reply.

Thanks,

Paddy

[DavidM · Accepted solution]

Thanks for sending over the details @ACleaves 

I'm glad I was able to get this sorted for you.

Cheers

David

[Patrickmorton]

@DavidM @PaddyB 

I am in the exact same position. I left BT also in November and promptly returned the equipment. I then did not hear anything until the new year and assumed that there were no issues. I have since been hounded with emails and letters that BT have not received the equipment. I no longer have the receipt from the post office considering such a long period of time passed before I had any correspondence.

This forum appears to be full of people with the same issue which clearly highlights there is a problem with the process that is currently in place. Any help to resolve this issue would be appreciated. 

[WeeYin1]

This is exactly what's happening to me right now and I'm now receiving debt collection letters for £50. I'm horrified and it's been so stressful. Looks like this is happening a lot with people.

[Heather1988]

I am in the same position, moved house, promptly returned the kit using the returns bag and now being hounded saying I'll be charged. How did you get this resolved please?

[marco806]

You really need to keep the tracking receipt as BT just dont log the returns and leave it totally to the customer to waste their time in contacting BT to confirm tracking number.

Its beyond belief that on receipt, the BT employee does not update the system...One would think a simple scan would suffice.  Not only are they wasting customer's time but they are also giving their staff unnecessary extra work.

Across the board, BT and EE seems to be monolithic....Thats certainly been my experience...Everything is fine until something happens...Then the "fun" begins.

[Heather1988]

I called last night and got the charge removed, I made a point of mentioning that the returns procedure clearly doesn't work given the volume of customers with the same issues - can't help but think it is a money making scheme.