Very disappointing service - Charge for not returning router- nothing I can do

[Josaltre]

Hi,

We parted ways with BT in January after 15 years with you following very poor service. Up until then we were happy with your service, however the inconsistency of speed and staff made us make the decision. 

We had a Smart hub which was subsequently replaced by a second smart hub to see if service improved - this was not the case.

We then decided to move away from BT and were asked to send the 2 hubs, which we did in separate pre paid bags. Original one was sent on 15/01 and newest one was sent a couple of weeks ago. 

We have just yesterday received confirmation the 2nd parcel had arrived (9 days after it was signed for) however the 1st one "apparently" has not arrived and now I am getting slapped with a 50GBP for a non return that I cant prove! Unfortunately, I didn't keep the royal mail tracking number that was printed as I thought all was fine.

I have visited my post office and called Royal mail to see if they can get the tracking number but that doesn't seem possible. They referred me back to BT as on the pre-printed shipping label I attached when sending it back over mail there might have been the tracking number.

I am extremely frustrated that, after 15 years with BT, they are looking for a bill for an item which has been sent - why would I keep one router and send another one when I am with a different supplier does not make any sense to me.

I would appreciate if a moderator can get in touch to get to the bottom of this, as not happy with service at all and certainly will not be going back to BT or recommending them to anyone else  following this experience.

Thanks

[imjolly]

have you actually tried phoning CS 03301234150 and see if they can get you account updated for receipt of first hub?

[Josaltre]

I have indeed. Been passed from pillar to post and no closer to resolution.

BT cannot seem fathom the fact that people may lose their tracking number. I ma sure a large organisation like BT would be able to keep the tracking number which they send on their return bags.

Incidentally some of these bags have been sent to my current address and some have been sent to an old address where I used to reside over 14 years ago, occupied by someone else now on what I believe could be a breach of the Data Protection Act 2018. 

[RobbieMac]

Hi @Josaltre

Welcome and thanks for your posts!

I am sorry for the problems you've experienced returning the equipment.  We will be able to help you from here.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

[iniltous]

Although people can genuinely lose the postage receipt or proof of return , it’s also true that some have no intention of returning the equipment and sell it , or throw it away , those individuals will also make the same  claim as a genuine individual, that the equipment was returned but the proof has been mislaid, that why the returns information states the need to retain the proof it was returned, because there are many dishonest people.

Should it be necessary to ‘prove’ the equipment was at least handed over to the carrier, it’s in your own interest to retain the receipt, or even simpler, take a photo of the package and record of postage , if you can’t produce the evidence that’s your fault not BT.