topic Re: Three Does Not Acknowledge Return of Item in Account and services

Three Does Not Acknowledge Return of Item

AVJ113 — Thu, 31 Aug 2023 04:56:07 GMT

I ordered Home Broadband, but at the payment page the Three website crashed with a message that the order had not been completed. So I tried again. This time it worked. However, the first order DID work and I ended up with two devices and two contracts.

I cancelled one of the contracts via support. I returned the router via Royal Mail; the tracking number confirms it has been delivered.

Three insists it has not been delivered. So they are now requesting payment for two contracts.

I have spent a total of four hours on both chat and phone support. Four queries have been raised on my account. It doesn't matter what I say to them or what I type on the queries. They are apparently incapable of checking the tracking number themselves and realising that the problem is at their end not mine.
I have cancelled the direct debit for £40 and advised them in multiple phone calls, chat supports, and queries that I am happy to pay the correct amount of £20. It's like talking to a brick wall.

Now I am getting the inevitable SMS threats for non-payment. I have no intention of paying. If it goes to court they will lose as I have incontrovertible proof that the router has been successfully returned.

My only concern is that since it is a 24-month plan my credit record will be marked for late payments and non payments.

Is there any way of contacting someone at Three who can actually understand the problem and investigate it? (other than Chat "OK sir I will raise a query") or phone ("OK sir someone will call you back in 48 hours")?

Re: Three Does Not Acknowledge Return of Item

Madmelly76 — Fri, 01 Sep 2023 22:53:23 GMT

Good luck! You're gonna need it! Worst thing I ever did was take out contracts with these muppets. They're not capable of sending returns bags, they're not capable of receiving devices back to them and they're not even capable of taking the monthly direct debit out of their customers accounts causing missed payments to ruin your credit score!

Re: Three Does Not Acknowledge Return of Item

Avondale — Sat, 02 Sep 2023 08:48:52 GMT

@AVJ113

Hopefully @JonathanB will be able to put you in touch with someone who can resolve this issue for you.

Re: Three Does Not Acknowledge Return of Item

JohnD — Mon, 04 Sep 2023 11:43:40 GMT

Hey @AVJ113

That's really frustrating to hear! I totally appreciate how much of a pain this will be. I'll send you a PM to get you in touch with some colleagues that can help.

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

Re: Three Does Not Acknowledge Return of Item

Ebuck — Mon, 22 Apr 2024 21:39:24 GMT

Hi I am having the exact same issue with three now, I have been with three for ten years, I changed my mind on phone day after I got it and cancelled the phone and asked to return , I had to ring up several times as they never sent the returns label, finally one was sent to my address I returned the phone the same day the label arrived and the tracking confirms phone was delivered back to three the day after. I have since been charged and three are being zero help saying they haven’t received the phone and will continue to charge until they do, I have proof of delivery and tracking proves it has been delivered. Absolutely disgusting company!!!!!!

Re: Three Does Not Acknowledge Return of Item

JonathanB — Tue, 23 Apr 2024 16:17:22 GMT

Hi @Ebuck,

I'm really sorry to hear about this. When did you return the phone, and how long has this dispute been going on for now?

Thanks,
Jonathan

Re: Three Does Not Acknowledge Return of Item

Alex422 — Wed, 24 Apr 2024 21:15:37 GMT

JonathanB, would you be able to advise what email address I can use to contact 3 regarding this? Similar situation here: we have confirmation of delivery for a router back to 3 (which returned within the required timeframe ). However, 5 days later we received an email advising that a £100 charge is being added to the bill. It is surprising the parcel hasn’t been proposed on 3’s side for 3 days.

Re: Three Does Not Acknowledge Return of Item

JonathanB — Tue, 30 Apr 2024 15:07:56 GMT

Hi @Alex422,

Sorry for the delay in getting back to you. There's not an email address I can give you here, but I'll be happy to get you in touch with more help if this hasn't been resolved yet? If this wasn't sorted out in the meantime, please let me know.

Thanks,
Jonathan

Re: Three Does Not Acknowledge Return of Item

Alex422 — Wed, 01 May 2024 19:13:00 GMT

Hi Jonathan- thank you very much. Yes please- put me in touch with the relevant people

Re: Three Does Not Acknowledge Return of Item

JonathanB — Thu, 02 May 2024 11:57:41 GMT

Hi @Alex422,

I'm sorry to hear it hasn't been sorted out yet, but I've sent you a PM with some info to get you in touch with some colleagues who can help.

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: Three Does Not Acknowledge Return of Item

kellylea — Thu, 12 Sep 2024 13:38:25 GMT

how long did it take for them to acknowledge your phone being sent back

Re: Three Does Not Acknowledge Return of Item

PeteG — Fri, 13 Sep 2024 18:22:29 GMT

Hi, Kellylea.

When you send a phone back to the team, it can take up to 5 working days for it to show up as received internally. That's from when the device is signed for at the warehouse.

If there's other agreed actions on the back of the return, such as an account being closed, or a refund being processed, those processes would begin at the end of the 5 working days, and might require their own processing time before they are completed too.

Pete.