Returning kit

[Rossd117]

Hi there I've just received a bill of 85 pounds today saying ee haven't received their broadband kit when I sent it away months ago i even recieved a 85 pound cheque few months ago so I assumed it was fine and well clearly that's not the case I didn't even think to send proof at the time that I have sent it back question is am I screwed that I need to pay the 85 back even though I have sent it ?

[Linzi_H · Accepted solution]

Hi @Rossd117 

Welcome to the Community.

Do you still have your proof of return? If you do, please call our team directly so they can get this checked further for you.

Let us know how you get on,
Linzi 

[Robfo1]

I returned BT kit on 14/04/2025: I have had several e mails to inform me that it had not been received. I took the advice given on this forum and have called EE on 3 separate occasions.I gave tracking number to the operatives OT708149280GB.on each occasion. Although your advice is well meaning, it does not fix the problem.

[Robfo1]

I should have added that I have just had a demand for £50.

[Rach_H]

Hi @Robfo1,

Welcome to the Community!

I'm sorry to hear that this hasn't updated on our system, and that you're still being chased for this return. What did the team advise when you spoke with them about this?

Rach

[Robfo1]

Hi Rach, On at least the last 2 calls I was advised that no more e mails would be sent and if I did receive any, to ignore them. I have received about 4 messages since my last call. This morning I received an e mail to inform me that £50 would be charged to my account. As stated in my original enquiry, the advice to simply call the customer services is flawed and us bad advice.

Robert Forrest.

[Richardr66]

Put your tracking number here:

https://www.royalmail.com/track-your-item 

Assuming the number you have given here is right, it shows the item going into the Royal Mail system, but nothing happening after that - it should be delivered two days later, or there should at least be a message about a failure to deliver. It should also show where it has moved within the system - normally different Royal Mail depots.

Let EE customer services know that, but also show that to the post office, as they seem to have taken the item and done nothing with it.

[Robfo1]

Thanks Richard, I did go into tracking on Royal Mail and it was as you stated. I have contacted Royal Mail earlier to clarify the delivery details. As for your advice about contacting EE customer services, I believe that having given them proof of postage and the tracking number, the problem is between Royal Mail and EE.   Robert.

[Rach_H]

It does sound like this hasn't been delivered to us @Robfo1 which is likely why you're still receiving these messages, though I am sorry to hear you've been advised to ignore these.

Have you reached out to Royal Mail to query what has happened with your parcel? If this was lost before we received it then it is possible you will be charged for this.

Rach

[Robfo1]

With respect Rach . I have given EE proof of postage and a tracking number that shows Royal Mail took possession of the item. There is absolutely nothing I can do to rectify the problem so why would EE charge me £50. The dispute must be between EE and Royal Mail .If £50 is taken from account I will put a police report as it is clearly theft given the circumstances in which I have done absolutely nothing wrong.   Robert.