charged for BT returned equipment

[Claire1938]

I recently moved house and returned all the equipment to BT in the bags they had provided, during my move, I lost the proof of postage and now I am being charged over £400 for non returned items and a late charge because they are sating they haven't received it this is a lot of money, has anyone else experienced this or got any advice. 

[gg30340]

Call Billing on BT 0330.1234.150 they should be able to help.

The bags have a BT Internal tracking number so it should be able to be traced.

[Claire1938]

BT have said they can't do anything, they are asking me to check with the post office which I have done but they don't keep records, BT have also said they also can't track any items sent back to BT although I used the BT bags they provided, they have also now added late payment fee's onto my account. 

[Claire1938]

They have now reduced the bill to £200from £370  even though I have returned the items, I don't understand why the item cannot be tracked internally, it just doesn't seem fair.

[iniltous]

Although there is no reason to doubt you , not everyone is honest , there are some that would claim to have returned the items but haven’t (  sold them  on a auction site , thrown them in the bin , gave them away or whatever ) and because the returns process is via a third party , your experience shows the necessity to keep the proof of posting in case of any queries, even if locating the actual paper receipt is not easy , taking a photo on your phone of the receipt from the Post Office is easy , and is one way to easily retain proof of postage , but obviously that’s of no use to you now .

[gg30340]

Lodge a complaint with BT and if need be contact the BT CEO via email, you will find name and email address via an Internet search,  and explain the problem that you have been having with the BT returns process as she may not be aware of how bad it is as can be evidenced by the number of similar issues posted on this forum. 

[edbostan]

I returned my faulty DT4000 box recently and reading the complaints on this forum I took a belt and braces approach. I photographed the item especially the serial number, etc and kept the tracking receipt. A week later I received an email thanking me for returning the equipment.