I'm posting on behalf of my partner who is a BT customer. She renewed her broadband and TV package a couple of months ago. As part of this, she received a BT TV Pro Box. She returned the BT 4K UHD box that she had using the pre paid BT envelope on 8 July.
She has however been receiving prompts to return the box since then. Upon checking the tracking information, it seems that Royal Mail couldn't deliver the parcel to the address on the pre paid envelope on 10 July because "nobody answered". She is unable to redirect the delivery of the parcel because it was over 18 days since Royal Mail attempted and failed delivery. She can't claim the parcel back either as Royal mail didn't ask for a return to sender address.
She's worried that she will be billed for the box when nobody wasn't in the BT office to take the parcel.
If someone is able to help then I'm happy to provide details on a private message.
Thank you in advance.
Solved! Go to Solution.
It is presently taking four weeks for BT to update accounts after they have received the returned items.
If you have proof of postage or proof of delivery you can call BT 0800.800.150 with it and they will update your account.