I recently renewed my BT Business contract and changed some of my services, leaving me with equipment that was no longer required.
BT sent me a prepaid returns envelope and label, and I returned all the equipment exactly as instructed. I obtained a certificate of posting dated 29 May 2026. I also photographed the equipment and the sealed, correctly labelled parcel before posting it.
Despite this, BT continued sending me email reminders saying that the equipment had not been returned. I replied to their emails on three separate occasions—8 June, 26 June and 6 July 2026—and attached the proof of posting each time.
Now, after being given the proof three times, BT has charged me for the supposedly unreturned equipment on this month’s bill.
What is the point of asking customers to respond to reminder emails if nobody reads the replies or updates their accounts? This level of incompetence is infuriating, particularly as exactly the same thing happened to me in 2023 and had to be sorted out then as well.
This is BT’s administrative failure, and I should not have to waste any more of my time repeatedly chasing BT to correct it.
I expect BT to investigate this immediately, trace the returned equipment, remove and refund the charge, and confirm that I will receive no further reminders or charges relating to it. If this is not resolved promptly, I will make a formal complaint and escalate the matter to the relevant ombudsman.
