How do I request a balance refund?

If you pay your bill by Monthly Payment Plan and your account is in credit, you can have the balance refunded to your bank account. The refunded balance will show against your bank account within five working days. Taking a balance refund will not affect your monthly payments.

If you pay your bill by Monthly Payment Plan and your account is in credit, you can have the balance refunded to your bank account.

The refunded balance will show against your bank account within five working days. Taking a balance refund will not affect your monthly payments.

  1. Log in with your BT ID or sign up at My BT >
  2. You'll be offered a maximum refund based on how much your bill is in credit. You can choose to take a lesser amount. The amount must be in whole pounds.


  3. select refund amount

    The page also shows the details of the bank account the refund will be made to. When you have chosen the amount, select 'Next'

  4. You'll see a confirmation screen. If you're happy with the arrangement, 'select Submit'. To make amendments, select 'Back'

    confirm refund


  5. Finally, you'll see an online receipt for your balance refund

    receipt for refund


Automatic balance refunds

If your Monthly Payment Plan is in credit by more than your credit limit, we'll automatically send a refund to the account that your Direct Debit's taken from. We'll also adjust your monthly payments if necessary. Your credit limit is three and a half times your monthly payment. For example, if your monthly payment is £20, your credit limit is £70.

Thanks for your feedback

Please select one feedback option

Submit

Need more help?