bt saying i have not returned my equoment

[sanbrook]

Hi, I am looking for some help from a BT Moderator. I returned my equipment back in June/July using the official prepaid BT return label. I unfortunately no longer have the tracking receipt. I am now being told I haven't returned it, and when I tried to resolve this on Live Chat, the agent demanded an 'XF number' I don't have and closed the chat on me. Can a moderator please help me get this non-return charge removed from my account?"

[sanbrook]

Okay let me get you connected to the dedicated team. They will check..
10:27 AM
Business said
Hi! Thanks for contacting BT. You’re through to Hitesh from the Orders Management team. Please give me 1-2 minutes to go through the conversation history.
10:28 AM
You said
ok
10:28 AM
Business said
Hi Sharon, I can see that you have returned the equipment, I can understand that, y ou should have received a reference number starting with “XF” when the equipment was returned from the post office. Could you please share that with me? That would be helpful.
10:33 AM
You said
I have no number
10:33 AM
Business said
I can understand that as the reference is required in order to get the charges updated, In that case I would request you to contact the customer option team over the number 0800 800 152. As the team will only be able to assist you with the query.
10:38 AM
You said
I do not have an XF number because I was never given one. However, you do not need it to look at my account. Please pull up my profile using my BT Account Number, phone number, and postcode. I returned the equipment in June/July using your prepaid label, and I need you to check the warehouse inventory manually or pass this to your manager."
10:39 AM
Sent
Business said
I can understand that, As for that only the reference is required. In this case out customer option can only be able to assist you with the query. I would request you to contact then over the number. As they are the dedicated team that can assist you with this. Thank you for visiting. Please contact us at any time. Take care of yourself. Have a great day ahead.
10:41 AM
Your conversation has ended
September 9, 2026 10:41 AM

[shakey1981]

without proof you sent it or they have recieved it you will have to wait and see if they stop hassling you for returm

[imjolly]

@sanbrook 

the forum mods do not have account access so you need to try CS again or try pleading your case to billing using message now but without receipt you have no proof

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

[shakey1981]

do costumer returns have the tracking number logged for each return can you need find iy the tracking number logged for your account @imjolly 

[iniltous]

I guess your take on text chat you had and my take on it are different, I see no demand for a reference number but a request for it , and once you confirmed you didn't have a reference number they requested that you call customer service to look into this further , and they then closed the chat very politely in my view , hoping you had a great day and wishing you well .
Perhaps having a conversation is difficult for you or even impossible if you have some sort of disability making speaking difficult or impossible, but the text  ‘chat’ you had seems pretty polite and concise to me