Refund

[robh66]

I’ve made the switch to New EE, I’ve just had a bill from BT saying I’m in credit, when can I expect the refund, and will BT close / cancel the Direct Debit after I receive the refund. . Or is that something I need to do. 

[JohnC2]

Hi @robh66 thanks for your post. The account should be closed automatically and within a few days of your EE service becoming active.

If your bill has a ref number beginning with an 'F' then that indicates the final bill and the refund will be triggered automatically. If it isn't then use the 'Message now' option on this page Broadband | BT Help and one of our guides will be able to arrange the refund for you.

Cheers

John

[pottyperson · Accepted solution]

BT cannot cancel the Direct Debit. You'll need to do that once you're satisfied that the refund has been fully credited to your account.

[robh66]

Thanks @JohnC2, just used BT's "Message Now" as you suggested,  and got a nice chap, who's started the refund process and closing my BT account at the same time.

[Filosopher]

Had exactly the same problem.Got a final bill from BT on the 18th and a message to say that I would be refunded. No sign of the refund but  I have just spoken to a guide who assures me that the refund was sent on the 18th and normally takes up to 5 days to reach my bank account, however the Easter Bank Holidays probably explain the delay and the refund should appear this week.

Also advised to ring back if the money doesn't appear on Friday.

[robh66]

Not totally related, but I had that with O2, I did a recycle, and they said 5 working days. but then Easter got in the way.

So if you haven't got the refund by Friday, give them a ring to question it.

[Filosopher]

Didn't need to ring,on Friday my bank account showed the refund as upcoming and it has arrived in my account today(Tuesday 6th).
Thanks to BT guides for their help,problem solved.

[Katie_B]

Thanks for coming back and letting us know @Filosopher. 

It's great to hear your refund is with you. 

Katie

[Kimberlin]

I had an email from BT  that states the following:

"We'll send a final bill with any charges up to and including (date). If you've paid too much, well refund you on your final bill.

Please don't cancel your Direct Debit. We'll do this automatically when the final bill is settled."

I received the refund all in good order, however, I can see no evidence in my account that the direct debit has actually been cancelled by BT as it's still showing in my scheduled payments in my banking App. BT haven't taken any more money from me, but I've had no confirmation from BT that they've actually contacted my banking provider to cancel the direct debit and I suspect I'll have no further contact from BT as we've completely parted company. If the Direct Debit is still showing in my list of scheduled payments in 4 weeks time, then I'll ensure I cancel it myself.

My point is, if BT cannot cancel a former customer's Direct Debit, what's the point of stating it in their correspondence?

[imjolly]

The point is that many customers after leaving BT RETAIL cancel the DD and so BT cannot refund any money to your bank using your existing DD they request you don't cancel.  BT cannot cancel the DD only you can do that as the bank account owner