request to return a Dect Phone

[Flook-1]

Hi all, a complete novice here. I know this is a long message, please bear with me.

I have just received through the post a returns pack for a Dect Phone which I had never used. Unfortunately, I no longer have this phone unit. 

It was disposed of some time back now. I phoned BT and said I never use it, nor ever will. I was informed that I could dispose of the Dect Phone if it was not wanted, hence it was disposed of. 

If I had known or been made aware that it had to be returned at some future time, then I would have kept it.  

For many months now, I have queried a bill from BT, and have tried to have Acc no ******* cancelled. In these instances, I have not been informed that any equipment sent to me by BT may be required to be sent back.    

I now feel I am stuck between a rock and a hard place. Any suggestions, help, or advice, please. 

Many thanks  Flook

[Kimberlin]

How long ago was the phone sent to you?

For what it’s worth, never ever take the word of some random BT employee over the phone that you don’t have to return something. Get it in writing. If you’re talking months or years, then it’s entirely your word against BT’s. There are instances where routers/TV boxes don’t need returning if they were supplied to the customer before 2019 (happy to be corrected).

Im not sure I even want to ask what you did with the equipment and it’s probably better that you don’t say anyway.

[imjolly]

@Kimberlin 

the date you are looking for is 13 december 2019.

from all the forum posts I have not seen anyone requested to return a digital phone - other equipment but never digital phone supplied free when changed to DV

[gg30340]

The Digital Phone does not need to be returned unless you want to return it regardless of when you received it.

The email will most likely have been sent because BT have to comply with a Government directive to take back and recycle electrical or electronic equipment.

Unless the email specifically stated that you would be charged for the cost of the phone if you do not return it there will be no charge for failing to do so.

See link what BT equipment has to be returned and you will see that the Digital Phone is not included.

How to return and recycle your BT equipment | BT Help

[Flook-1]

First of all, I thank each one of you for your time to reply. I must explain the background in the hope you have a better idea of my situation. 

Earlier this year, I went full fibre. So I did not need a phone line. Also, I was being charged for a phone line which I had cancelled earlier this year because I was now on a different contract and Acc No. The old Acc No was still being charged. I had contacted BT to see what this was about. I was informed that I need to pay one payment, and all would be paid up, and I would not receive any more outstanding payments. However, this continued, so I rang them, and so on, I have emails saying all was done to cancel payments, but!!!

So the sorry saga continued with another letter saying I had 17days to pay or they would cut me off from that line. That time has passed. So, I now have a small envelope with the following message attached - “Use this page to return our kit”.  The only piece of kit I can assume is the Dect Phone; they do not specify which piece of kit needs to be returned.  

If you want, I can do a cut and paste of the latest e-mail they sent me that confirms it was cancelled, etc. I will delete the Acc No for security reasons if I supply this. 

Flook

PS, if I rang them once, then I have rung them at least ten times regarding this and other issues.  I am sorry to say I an a tad naffed off (he said smiling)

[gg30340]

Did you read my and @imjolly  posts above. There is nothing more that can be said about it other than if you are not happy with the account issue raise a complaint with BT by calling Billing 0330.1234.150.

[Flook-1]

I have already carried that out and have an email confirming that account is now closed.  I asked them to do that, and they confirmed it in two separate emails. 

But, what about the Dect Phone, which is what I assume is the equipment they asked for.  I am aware that it is not on their list. So why was I sent to return their kit? without confirming what they want. 

All I suppose I can do is phone up their Scottish Distribution and explain the situation, and if they say that is okay, there is no issue, I would insist they send a confirming email to that effect. 

I thank you all again for your assistance in this matter. 

As an old-age pensioner nearing 80, my faculties are not as good as they used to be, and I seem to worry now where a few years back it would not have been an issue. 

Flook

[gg30340]

As I already posted in message 4.... "The email will most likely have been sent because BT have to comply with a Government directive to take back and recycle electrical or electronic equipment".  You do not have to send it back if you choose not to but BT do have to make the offer hence the email.