Refund

[Kimberlin]

And I do not dispute what you are stating. What I've said is, and I appreciate to some I'm probably being pedantic, BT state in their email that they will cancel the direct debit when the final bill is settled. Clearly as you've kindly pointed out, they cannot, so they should change their wording to say

"Once you have received your refund and on confirmation that your kit has been returned, you should then cancel your direct debit"

But I guess that's too difficult.

[gg30340]

Perhaps what BT mean is that when the refund has been paid they will cancel the DD of your closed account and their records so that no further payments will be taken from it.

[Kimberlin]

Excellent! And as you've just unofficialy rewritten what they probably mean, perhaps you can forward that to team who concocted their poorly communicated version and change it so that a mere **bleep** like me can actually understand what they actually mean 😂