Missing refund

[Trentend]

I paid £20 for a single month BT sport subscription back in December 2024 which I cancelled on the same day as the sport app wouldn’t work. I was told at the time that the £20 would be refunded to my account. I have now called and asked for this to be paid on 3 occasions and despite being “promised” the amount will be credited to my next bill am still to receive it. On the last call I made in mid July I was told they could no longer refund me as this was more than >6months old (!) but insisted they did I have recorded the telephone conversation saying they will. Low and behold in my August bill there is no refund. How can I get resolution of this matter?

[imjolly · Accepted solution]

Try contacting the billing team using message now and see if they can help

https://www.bt.com/help/contact-bt/account-and-billing/broadband