topic Re: Awaiting refund in Account and services

Awaiting refund

Garygee — Sun, 26 Oct 2025 13:05:17 GMT

Hi could someone tell me when i should receive a refund for an upfront payment made for a cancelled device that wasn’t delivered?

I cancelled my device before delivery on the 8th of October and had that confirmed by an operator but I still haven’t received my £30 refund yet? Any advice would be appreciated.

Thanks

Re: Awaiting refund

PeteG — Mon, 27 Oct 2025 09:53:26 GMT

Hello there.

Your account can't be accessed by anyone here, so getting an answer to that here wouldn't be possible. You'd need to reach out to the Support Team to get updates relating to the status of the return and the refund.

Pete.

Re: Awaiting refund

JonathanB — Wed, 29 Oct 2025 17:21:12 GMT

Hi @Garygee,

As Pete mentioned, we don't have access to customer accounts here, so we can only speculate, but as it's been about 3 weeks now, I would expect your refund to have been generated by now. We'd have to allow a few days for DPD to return the device to us, and then the refund itself should be around 3-5 working days from there.

Have you received the funds, or any update in the meantime? Please let me know if this still hasn't been resolved.

Thanks,
Jonathan

Re: Awaiting refund

Garygee — Thu, 30 Oct 2025 06:21:38 GMT

Morning Jonathan,

I called three on tuesday 26/10 to be told that i will have to wait till 8/11 for the bill cycle to complete before i get my refund? I will wait another week then ask my bank to chase it for me?

Thanks

Re: Awaiting refund

PeteG — Fri, 31 Oct 2025 10:24:52 GMT

If that's the case, you'd be best to wait for that date to come round so that the bill can generate.

Pete.