Refund problems

[iahern68]

Hi, I would like some help regarding a refund from BT. On 10/09/25 I switched my BT services over to EE. Due to the timing  of the switch I had to pay a direct debit to BT and EE within a couple of days. I was therefore due a refund from BT. I received a cheque by post which I attempted to pay into my account. Unfortunately, the payment was refused by Barclays (BT bank). I spoke to a BT agent and was advised that cheques may be a problem to cash if it is not a Barclays bank account being paid into. It was suggested that I was sent another cheque payable to someone who does have a Barclays account. On 09/10/25 I spoke with another agent who arranged to transfer the refund to my account instead. This has still not been done and refund is still outstanding.

I wonder if anybody else has had the same problem and how it was resolved?

[imjolly · Accepted solution]

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

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

[chrisjp]

This sounds like a load of blather from the BT agent. If it's a cheque from BT then it should be payable into your account, whichever bank your account is with, and whichever bank the BT cheque is from. Banks don't pick and choose which cheques to accept, unless there is a suspicion that they are forgeries, or they are 6 months out of date.
It's not clear from your post whether it was your bank that refused to accept the cheque or BT's bank that refused to honour it when your bank presented it. If the former, you need to take it up with your bank, if the latter you need to persist with chasing BT about it.

[iahern68]

Thanks @chrisjp It was not my bank that rejected the cheque it was BT's bank Barclays. Yes, it does sound like a lot of blather from the BT agent. I will persist with BT.