https://community.three.co.uk/t5/Broadband/Device-returned-Contract-not-canceled/m-p/6625#M366 <P>I am using the three 5g broadband services since September 2021.</P><P>Till September 2022, I made 4 calls to customer care because of issues with the device and the service, and on 14 October customer care representative suggested canceling the contract without any cancellation fee.<BR />three send me to envelope to send the route back and I posted the route on 17&nbsp;October as per the post office website, three received it on 18&nbsp;October but so far contract has not been canceled and the bill was detected from the account.</P><P>I called customer care multiple times every time they ask me to wait because it will be done by the backend team.</P><P>They can not do anything about the bill being paid because they are from the technical team. The guy suggested canceling the direct debit but he has no idea if a direct debit payment will bounce and what effect it has on my credit score.&nbsp;</P><P>Do not know what to do here it's like paying for a service without using the service and having no idea when the contract will be canceled. Customer care call goes to India and they speak the same lines again and again.</P><P>No idea how to escalate this issue. feel too frustrated from three.</P><P>Please advice.<BR />Thanks</P> Tue, 01 Nov 2022 11:54:43 GMT mysteryman 2022-11-01T11:54:43Z https://community.three.co.uk/t5/Broadband/Device-returned-Contract-not-canceled/m-p/6625#M366 <P>I am using the three 5g broadband services since September 2021.</P><P>Till September 2022, I made 4 calls to customer care because of issues with the device and the service, and on 14 October customer care representative suggested canceling the contract without any cancellation fee.<BR />three send me to envelope to send the route back and I posted the route on 17&nbsp;October as per the post office website, three received it on 18&nbsp;October but so far contract has not been canceled and the bill was detected from the account.</P><P>I called customer care multiple times every time they ask me to wait because it will be done by the backend team.</P><P>They can not do anything about the bill being paid because they are from the technical team. The guy suggested canceling the direct debit but he has no idea if a direct debit payment will bounce and what effect it has on my credit score.&nbsp;</P><P>Do not know what to do here it's like paying for a service without using the service and having no idea when the contract will be canceled. Customer care call goes to India and they speak the same lines again and again.</P><P>No idea how to escalate this issue. feel too frustrated from three.</P><P>Please advice.<BR />Thanks</P> Tue, 01 Nov 2022 11:54:43 GMT https://community.three.co.uk/t5/Broadband/Device-returned-Contract-not-canceled/m-p/6625#M366 mysteryman 2022-11-01T11:54:43Z https://community.three.co.uk/t5/Broadband/Device-returned-Contract-not-canceled/m-p/6631#M368 <P>Hi&nbsp;<a href="https://community.three.co.uk/t5/user/viewprofilepage/user-id/3880">@mysteryman</a>,</P> <P>Welcome to the Three Community.</P> <P>It sounds like this has been a really awful experience for you the last few weeks, and the last thing you need is all these delays with the account being closed now that you've returned the router.</P> <P>Thanks for retaining the Royal Mail tracking information, that can be really handy if there's a dispute over whether or when a device has been returned. There's not much more advice we can give on the community, but I will send a private message to your community account with info on how to get this looked into further.</P> <P>JonathanB</P> Tue, 01 Nov 2022 16:15:00 GMT https://community.three.co.uk/t5/Broadband/Device-returned-Contract-not-canceled/m-p/6631#M368 JonathanB 2022-11-01T16:15:00Z