Incorrect requests for returned equipment

[Birdiefan]

I recently upgraded from BT to EE so have equipment ready to return. But every email chaser has double the number of tv boxes due for return (four rather than two). I’ve called twice and they say they have amended it but still the email requests are expecting four tv boxes back. I can’t afford a massive bill for things I don’t have. Any idea how  I get this sorted before I return my items?

[zulu17]

@Birdiefan  is it BT or EE that is requesting the return  ? Do they specify the serial numbers of the tv boxes they are expecting  return of  ?  

[Birdiefan]

Hi, no serial numbers, just name of each piece of kit as per photo below

 

[Katie_B · Accepted solution]

Hi @Birdiefan. 

I am sorry to hear this has happened and understand your worry about your bill. 

Should you wish to make a complaint I would recommend completing this online form, a member of our complaints team will then be in touch to look into this further for you. Alternatively, you can also give us another call and an agent will be able to look into why the amendments have not updated. 

Katie

[Birdiefan]

Thanks for your advice Katie, I’ve raised a complaint.

Sadly, no point in me calling a third time as the agents don’t seem to be able to correct the auto-emails, nor will they confirm by email that the auto-generated emails are wrong, so I have nothing in writing.