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BT took my money and I can't get it back

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I bought an HP printer from BT in a shareholder shop offer on 9/6/2011 and it broke down in mid July. They wouldn't replace it immediately said it had to be returned.(19/7/2011) They collected it and I have heard nothing since. No printer- no money back and of course I do not have a BT user account so no way to get back my money owed. Any ideas? They don't answer phone or emails. Help!!
( None of my friends can understand why I trusted BT with a vital order like a printer when I could have got it from Comet AND had an immediate replacement for faulty goods! Doh!:o)
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