topic Re: No returns bag and no clarity: seriously panicking in Account and services

No returns bag and no clarity: seriously panicking

ben_febvre — Thu, 17 Aug 2023 16:31:48 GMT

Hi,

On the 29th of July 2023, I contacted Three regarding poor signal. I was informed that this was typical in my area, and would not improve. I was then informed that I could return the device without paying the termination fee (over 500 pounds), and that a bag would be sent so I could return the device.

A week later, no bag. I called again, was told the bag was never sent, and that another bag had been sent.

A week after that, same thing. I was told to wait a few more days. I called again today, and was informed that there were numerous complications that stopped the bag being sent.I was then told I would be sent an email with a returns label. This did not happen. The agent also disconnected my sim card, which is now completely non-functional - though my account is apparently still open. This has made it harder to contact three as I no longer have a Three number.

More worringly, a customer service agent on Live Chat told me I would need to pay the termination fee after all. I called again, and was told that I could not be given anything in writing - nothing to confirm I'd even spoken to someone. I kept being told "we've got the notes".I was again informed that a jiffy bag would be sent.

I am seriously worried now. I've taken hours out of multiple days chasing this and I am terrified of being slapped with a massive bill because I've got no proof it is supposed to be waived. I can't speak to anyone who can explain what's happening.

Please, somebody, give me some advice. Who do I speak to? How do I return this device without paying the termination fee? If I'd known it would be this painful I'd just have put up with the terrible service.

Re: No returns bag and no clarity: seriously panicking

DCc — Fri, 18 Aug 2023 10:38:54 GMT

Hi i have only just concluded my drama with 3 which sounds very similar,5g broadband stopped as mast was taken down ,after a month of constant phone callls they finally admitted it and sendI could leave without a termination fee.

Five phonecalls each a week apart asking for a jiffy bag none arrived,they finally said just keep the router and that was that.

Unbeknown to me they had put my account in arrears and decimated my credit score, which after raising a complaint with the credit agency as I had ket all the transcripts of the live chat with three they have adjusted my score back but nowhere near what it was before.

strap yourself in as its a long very painful process leaving three,all in all it took 5 months and a shafted credit score.

Re: No returns bag and no clarity: seriously panicking

JohnD — Fri, 18 Aug 2023 14:53:37 GMT

Hey @ben_febvre

I'm really sorry to hear about the problems you've had. I'll send you a PM to get you in touch with some colleagues that can help and see what's going on.

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

Thanks,
John