topic Re: No return label in Account and services

No return label

ahudson20 — Thu, 20 Mar 2025 21:11:53 GMT

Seems im not alone with this one

Cancelled my plan, and was told a return label would be sent to me

Nothing has arrived yet

Have called customer service to follow up. Nothing

Now I have the £105 late fee applied to my account

Can someone help me sort this out please

Re: No return label

PeteG — Fri, 21 Mar 2025 10:44:27 GMT

Hello there.

It's disappointing to hear you're having issues getting the return processed fully.
You mentioned that you had reached out to customer service to follow up and there was "nothing". Can you clarify what took place?

Pete.

Re: No return label

ahudson20 — Fri, 21 Mar 2025 11:42:48 GMT

I submitted a complaint, talked to someone on the phone who took down my address and said they would dispatch me a return label - but nothing has arrived yet

Re: No return label

PeteG — Sat, 22 Mar 2025 11:01:40 GMT

When did you do this?

Pete.

Re: No return label

ahudson20 — Sat, 22 Mar 2025 12:03:28 GMT

Email about £105 bill received - 11/03/2025 11:40AM

Complaint raised - 11/03/2025 11:53AM

Email about PAC/STAC received 06/01/2025 5:55PM (so must have cancelled plan around this time)

Re: No return label

JonathanB — Tue, 25 Mar 2025 11:59:41 GMT

Hi @ahudson20,

I'm sorry to hear this has been going on for so long now. Just to clarify, was the call where the returns pack was arranged to be sent to you also on the 11th? Did they explain whether this was an email DPD label for you to print off, or a jiffy bag being sent in the post?

Thanks,
Jonathan

Re: No return label

ahudson20 — Tue, 25 Mar 2025 12:13:53 GMT

Yes thats what I made a call about on the 11th - I was told when I initially cancelled that a return bag would be sent to me.
So when I called again on the 11th, I said that no return bag had been received, and could you please send one ASAP. I was told it would arrive to me within 5 working days.

Re: No return label

JonathanB — Fri, 28 Mar 2025 16:27:33 GMT

Hi @ahudson20,

Sorry for the delay in getting back to you. I've sent you a PM with advice on how to escalate this if it's still not been sorted out in the meantime.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: No return label

ahudson20 — Mon, 28 Apr 2025 07:54:46 GMT

Hi there,

To follow up - I (eventually) received a return label and have posted back the device.

Today I received an email + text stating that my overdue account has been passed on to Ardent.

Can someone please look into this for me. It was a hassle enough to get you to send me a return label. Not partcularly interested in dealing with this now.

Re: No return label

Maxine — Tue, 29 Apr 2025 12:12:16 GMT

We're glad to hear you got the return label for this.

We can't check what's going on from here due to security reasons but, as you've started the return this should reflect on the account. Did the complaints team explain they'd look at halting the collections due to the return issues?

Maxine