I cancelled order with BT before equipment was even despatched but it was still sent to me. I waited weeks for returns envelope. I returned equipment, still shrink-wrapped, on 17th March and I am still being asked to return. I am being told if its not back by 18th April, I will be charged. When does BT acknowledge receipt? And how? And how long after receiving goods which they will have already received by now? Thank you for your help. There is no facility to register this question anywhere else alas.
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It appears to be taking 3 to 4 weeks to update the system.
If you have Proof of Postage you can call 0800.800.150 and they should be able to update your account.