Return kit

[Heather1988]

I returned my kit using the bag provided, and no longer have the tracking receipt as I wrongly assumed all was well having not heard from BT. 3 weeks or so after I posted the package, I'm now getting messages saying that the kit hasn't been returned and I'll be charged. I can't find the tracking receipt, given the length of time since posting this isn't a surprise to me, but I'm not in a position to spend £63 on something I've returned!

[Leanne_T · Accepted solution]

Hi @Heather1988 

Thanks for coming to the community. 

If you get in touch with one of our guides, they can get the return looked into and help you further.

Ways to contact us can be found on the Contact BT page. 

Thanks. 

Leanne.

[Heather1988]

Thanks Leanne. I called last night and spoke to a very helpful lady who has removed the charge and marked the kit as returned. 

[Leanne_T]

Thanks so much for coming back and letting me know @Heather1988 

Really pleased this has been sorted for you 🙂

All the best. 

Leanne.

[OliviaOakes08]

What number did you call to get this resolved?

[OliviaOakes08]

Hi can I please have some help. As I am in the exact same position! I returned the BT equipment but have since misplaced my tracking receipt and I am getting texts saying it's not been returned and I will be charged. When I have certainly returned it.

[Katie_B]

Hi @OliviaOakes08, 

I'd recommend giving our customer care team a call. They have account access and will be able to look into this further for you.  

The team can be contacted by calling 0330 1234 150. 

Katie