Returned equipment not tracked by BT

[susane]

BT does not track returned equipment and allocate equipment to the right customer. BT charges for it, several months later.

There are multiple post codes they use for returned equipment - as they use different parcel companies. 

The practice is either negligent or deliberate. 

In either case, I am logging as a complaint with BT  and also with Ofcom, the regulator.  I would encourage others to log with Ofcom.

The practice is not good from a company with national reach  - for those trying to do the right recycling thing.

(FYI Letter BT - being sent today from the same PO from which I returned the equipment)

Susan E

[gg30340 · Accepted solution]

When you return equipment you are advised by BT to retain your Proof of Postage at least until you receive acknowledgement from BT that it has been received. 

The advice on the forum is to make sure you keep a copy of your Proof of Posting (no point in having it if you don't keep it) and if possible take a photograph of it in case you somehow lose the paper copy.

In the event that you are charged for the equipment, if you call BT Billing 0330.1234.150 with your Proof of Postage and they will update your account at that time and any charges will be cancelled and if already paid, the money will be refunded.

See link for further info.

https://www.bt.com/help/tv/how-to-return-and-recycle-your-bt-broadband-hub-and-bt-tv-box-fo

[imjolly]

@susane 

Did you get and retain the receipt of posting as advised by BT or you didn't bother or have lost receipt?

have you tried contacting billing to see if they can help you  https://www.bt.com/help/contact-bt/account-and-billing/broadband

[susane]

Hi 

Thankyou for your response. 

Yes - I've got the receipts for both Sky and BT.

Both of them have done the same thing i.e billed for returned equipment which is why I think it is a common practice, and they are not tracking returns properly.  It really should not be the customers to prove the return.....they should be tracking them on receipt....

It is a poor practice. 

Susan 

Susan 

[imjolly]

good you kept receipts as advised and if you contact billing using message now you account can be updated avoiding any bills

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

[allanraymond]

@susane 

It isn't good enough for others to say ring billing group to get BT to acknowledge they have received the items.

It should be simply enough for items to be scanned immediately on receipt and for records to be updated straightaway.

Why can't BT get their act together, it will save a lot of hassle for individuals who return items in a timely fashion and have kept their receipts to demonstrate they have sent the items?

[gg30340]

---

@susane wrote:

Hi 

Thankyou for your response. 

Yes - I've got the receipts for both Sky and BT.

Both of them have done the same thing i.e billed for returned equipment which is why I think it is a common practice, and they are not tracking returns properly.  It really should not be the customers to prove the return.....they should be tracking them on receipt....

It is a poor practice. 

Susan 

---

I have no idea how or if BT track returned equipment but I suspect that they do. Given the amount of items that will be returned to BT I doubt that it is " common practice, and they are not tracking returns properly" . If it was the case I would expect that there would be far more complaints on the forum than there are given the amount of returns that BT must be receiving. 

While I agree that the customer should not need to prove that the customer has returned the items, and in the vast majority of cases they do not need to provide proof, however I would also argue that in the event of a dispute whether or not the item has been returned because undoubtedly some customers will claim they have sent it back when they have not, BT have no way of establishing that the customer has returned the item other than the customer providing the "Proof of Postage" which when provided BT accept without question.

[marco806]

Hopefully your complaint has the desired effect...its despicable imo among many other sharp practices they deploy....i do wonder how much money they have "stolen" from folk by not doing the job that any decent business would do..

[gg30340]

And I wonder why people do not keep their Proof of Postage until BT have confirmed receipt of the items.