topic Re: 3 lost returned device in Account and services

3 lost returned device

Pidgeos — Sat, 31 Aug 2024 12:51:42 GMT

I recently moved house so bought a mifi plan on a 1 month rolling contract to enable me to work from home until my broadband was connected.

I called 3 to cancel the plan after the 1 month minimum term and I was emailed a DPD postage label in order to return the device.

The device was confirmed as being delivered back to 3 on the 5th August but since then I’ve had numerous emails requesting the return of the device and that it hasn’t been received.

Ive tried to escalate this and have provided the DPD tracking number but im still being told it’s not been received. I’ve since been charged another for another months usage even though no data has been used since it was returned because I no longer have the mifi device.

i feel like I’m banging my head against the wall and not sure what else I can do. The device has been delivered back to 3 but I’m still being charged.

Is anyone able to assist?

Thanks

Re: 3 lost returned device

Geluk — Sat, 31 Aug 2024 14:52:14 GMT

Raise with 3 via CHAT, or direct message via Social Media😃

Re: 3 lost returned device

Pidgeos — Sat, 31 Aug 2024 20:53:03 GMT

I’ve tried that and although I’ve confirmed the tracking number they still claim not to have received the device.

Re: 3 lost returned device

PeteG — Sun, 01 Sep 2024 10:20:02 GMT

Hello.

What date did the tracking show the device was received by Three?

Pete.

Re: 3 lost returned device

Pidgeos — Sun, 01 Sep 2024 14:55:29 GMT

Hey - the 5th August

Re: 3 lost returned device

PeteG — Sun, 01 Sep 2024 15:35:37 GMT

The usual 5 working days for systems to update has long passed then. I'd recommend reaching out to the Complaints Team to register a complaint and have the issue looked into further.

Pete.

Re: 3 lost returned device

Pidgeos — Sun, 01 Sep 2024 16:26:10 GMT

I’ve raised one but when I received an update call yesterday they still hadn’t located it. I’m not sure what to do next and I really don’t want to keep getting charged when the evidence I have shows it was delivered back to 3.

Re: 3 lost returned device

MichaelP — Mon, 02 Sep 2024 10:35:19 GMT

Hi, @Pidgeos

We're really sorry for your experience with your return. We want to help make sure this is resolved with you, so what we're going to do is send you a PM to get you in touch with a specialist team.

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

Thanks,
Michael

Re: 3 lost returned device

Jadecoral — Mon, 02 Sep 2024 14:47:12 GMT

Make sure you cancel your payment through the bank and ask the bank to claim back your money as they shouldn't have took that money.you obviously have the proof you sent it back so don't worry about them chasing you for it

Re: 3 lost returned device

Feb — Sat, 16 Nov 2024 14:15:34 GMT

Hi Pidgeos,

I am facing the same issue as you. Did it get resolved for you? Any suggestions you have for me? I have raised it with Three but they keep asserting that they haven't received the device.

Thanks!

Re: 3 lost returned device

Pidgeos — Sun, 24 Nov 2024 18:42:52 GMT

Hey,

One of the moderators on here reached out and provided a new chat link where someone was able to locate the device via the tracking number and get it all sorted for me.

It’s very frustrating isn’t it but hope you get it sorted ASAP.

Re: 3 lost returned device

Feb — Mon, 25 Nov 2024 00:17:05 GMT

Hi Jo,

Thanks for your reply. I got my resolution over the past week as well. I had to raise a complaint over the phone for the same and everything's sorted now and my bill will hopefully be nullified soon. I am glad to here that they received my device - that was really concerning initially more than anything else.

Feb

Re: 3 lost returned device

JonathanB — Tue, 26 Nov 2024 15:46:09 GMT

Hi @Feb,

Glad to hear this was sorted out, and thanks for coming back to the Community to share your experience and let us know what happened.

Thanks,
Jonathan