How do I track a hub return to BT?

Question

I recently had my internet go out completely for most of a day.  I called BT to find out if there was trouble in my area and was told no.  When I contacted BT I spent an hour on the phone with them trying this and that and testing things to try to get my hub back online.  At the end of this I was advised the problem was my equipment and they would have to send me a new hub.  I asked how long that would take and was told it would be a few days before it arrived.  I take online college courses and that was going to cause me serious problems.  I told them to go ahead and send the equipment but to please hurry it along. 
Later that day, I decided to try to connect to the internet again.  Lo and behold it was working!  I was back online and the same hub they told me was faulty was working fine.  I called them back and told them no need to send me a new hub, that it must have been an outage in my area and I was now back online.  I was told that the order had already been placed, and even though they would try to cancel it, it may have been too late to do so.  I told the service rep that if it showed up, I would keep it on hand in case something happened again and the problem was intermittent, meaning it may go out on me again.  They said that would be fine. 
A few days later, the extra hub arrived and I put it in a cabinet to hold for a possible future outage of my existing hub.  Then I get an email about my new bill.  It seems I was charged for this hub that they sent to me because the other one I had been sent and paid for less than one year previous was "faulty".  I called in immediately and told them at no time did ANYONE mention anything to me about them charging me for a new hub.  They're equipment was what I was told the problem was, so why should I pay for that again?  The service rep this time apologized and told me I would receive a credit for that amount and they would not be deducting the cost of it from my next bill in a couple weeks.  I told him that I would gladly send it back to them if they wanted it, but that I shouldn't have had to pay for it.  He said he understood and it would be taken care of, and I did not need to return it.  Well, he lied.  They went ahead and charged me for that hub.  I didn't notice until after the money was direct debited from my account.  I then called in AGAIN, I told the person everything that had happened up to that point, and asked why I hadn't received the credit.  He told me that the person I spoke to wasn't authorized to give me that credit, and that his supervisor denied the refund.  I told him I never received a call or email telling me so and that according to the last contact I had with them, the reduced amount was supposed to be deducted from my account.  I told him some people live on a budget and you can't just go and deduct amounts not authorized from peoples banks!  He said he was sorry but the only way for me to get a refund was to return the equipment.
I sent the equipment back, but now I have no way to track when or if they received it.  Since I keep getting lied to by BT, I'm just going to assume that I have now sent them back a hub they can sell again to someone else and make twice the profit off the one device.  I have a reference number that I copied off the return label I put on the box, but I can't find any place to enter this reference number through either the Royal Mail tracking, or BT's tracking. 
My contract expires in May and you can bet your booty I will be switching to someone else more reliable and who doesn't lie to customers and withdraw as much money as they want from your bank account without authorization!
My final complaint is that every time I call in I only get people who barely speak English and have to put me on hold 15 times to answer the questions I have.  It may cost them less to outsource their customer service call center, but it's NOT a wise business move to have people who can't speak English representing them!
I'm growing to despise BT!

Answer 1

CanYouHearMeNow wrote:
I knew something like this would happen!  I contacted them via the live chat.  Then they called me.  Then they told me I would be receiving the refund for the Home Hub when they received it and that would be in no longer than 10 days.  I sent it on the 14th of March and here it is 12 days later, and STILL NO REFUND.  That's why I wanted to be able to track the package I returned to them.  I am growing so incredibly sick of BT and their lies. 
I guarantee you they are going to say it never arrived and I have no proof or way to track the item!  BT SUCKS!
JUST REFUND MY MONEY ALREADY!
Hi,
I assume you used the orange bag that BT would of sent out with the replacement hub and did you keep the reciept that the Post Office would of given you as proof of sending?
If you have the latter, you should mention this to BT asap.
-+-No longer a forum member-+-