topic Re: Three is charging me for a returned 5G Hub in Broadband

Three is charging me for a returned 5G Hub

kyechoy — Wed, 16 Aug 2023 09:48:37 GMT

Hello,

I’m wondering if someone went through the same issue as I'm going through right now and if so, how did you deal with it? It's long story so buckle up…

Around more than a year ago, I cancelled my contract with Three 5G Broadband. On the same day I called Three to ask if I needed to send the device back. My first reply was that I didn’t need to, I found that very strange so called again and asked the same question. This person, said I do need to send it back, which made more sense to me. This person proceeds to tell me they would send me a package that would arrive within 5 working days to send the hub back.

Two weeks passed, no package to send the hub back. I called Three again, explained the situation and this person tells me they’re sending the package again. Two weeks passed again, no package. This situation happened 4 times repeatedly. At this point, I’m starting to get frustrated and I call Three to ask if there’s another option, because clearly this isn’t going to work and I do believe it should be in Three’s best interest to have the device back. This person proceeds to schedule a collection with DPD. Shortly after the call, I get an e-mail from DPD confirming the collection. Great, things are finally working out or so I thought.

Next morning, DPD comes and collects the device. Everything proceeds are normal, get e-mail confirmations with the tracking. It says the device was delivered. However, 2 months after, I get a letter from Three. Telling me I need to pay £105 for not returning the 5G hub. I couldn’t believe what I was reading... I called Three as soon as possible. The person tells me it’s just a logistics issue and they’ve made a note in their system that the device has been returned. I pray that the situation is solved but once again, I would be proven wrong...

Another month passes, another letter from Three charging for the 5G hub. I called Three again, I get the same reply. This back and forward has been going on for at least a year now.

I’m tired, exhausted of this whole situation. Every single time, I’m being lied to. To make things worse, now the situation got to the point where now it’s with a debt collector.

I don’t know what to do anymore… I’m going to have to pay for something I don’t have. For something I didn’t do wrong. For something I did my best to solve when it should've been on Three's best interest to solve. Is this my only option out of this?

I would really appreciate any help any pointers in the right direction. I called the debt collector they tell me I have to solve the situation with Three. Calling Three or using the chat doesn’t solve anything as everyone simply lies to me.

I’m sure posting here won’t do anything as Three has been showing it doesn’t care at all about it’s customers. At least I hope it helps someone else like me from ever doing my mistake which was doing the right thing.

Re: Three is charging me for a returned 5G Hub

sc1999 — Wed, 16 Aug 2023 11:21:53 GMT

If you have proof of delivery then go online to the small claims court and file a claim. £x/hr for phone and online chats. More £ to process each letter they have sent. A few more pounds for stress. Someone sued for time wasting calls, not 3, and won.

Re: Three is charging me for a returned 5G Hub

JonathanB — Wed, 16 Aug 2023 12:10:17 GMT

Hi @kyechoy,

I've replied to your PM now, I'm really sorry to hear of your experiences, and I want to reassure you that we certainly do care about our customers. If you've got evidence that DPD returned the router then I'm sure this will be simple to clear up. I've included some info to get you in touch with some colleagues that will take ownership of solving this on the PM.

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 is charging me for a returned 5G Hub

kyechoy — Wed, 16 Aug 2023 13:23:12 GMT

Hello JonathanB,

I really appreciate you took time to read through it all. Unfortunantely, like I've said in the post. I've tried countless times to reach Three using the chat option which it didn't work. I tried to the link you've provided again today and I got the same reply: "The issue is taken care of and I should ignore any payments.". However, this issue escalated to a debt collector. I can't simply "ignore" again, when they tell me I have to pay off this debt. This can have a bad impact in my life going forward.

Unfortunately, as I spoke with CRS already and they told me that I have to pay this value regardless. I don't see any other options besides paying this value...

Re: Three is charging me for a returned 5G Hub

kyechoy — Wed, 16 Aug 2023 13:03:16 GMT

Thank you so much. I'll look into this as it seems like I can't solve this issue in any other way...

Re: Three is charging me for a returned 5G Hub

JonathanB — Wed, 16 Aug 2023 15:17:35 GMT

Hi @kyechoy,

Thanks for contacting the team I directed you to. I'll reach out to them to make sure this has been addressed for you. I appreciate that if the response is similar to that of the other teams that it's not reassuring for you.

Don't feel pressured to make a payment to a collection agency if this is a mistake and there's evidence of it. We have processes to recall any debts that have been filed in error.

Thanks,
Jonathan

Re: Three is charging me for a returned 5G Hub

kyechoy — Wed, 16 Aug 2023 18:52:36 GMT

Hello,

I understand that however the collection agency Three is using doesn't really care (in their own words) that there has been a mistake. All they know is that there's a request for me to pay the debt and if I don't pay it I'll be the one facing the consequences. So with this situation at hand, I've been told to ignore these requests but all that's going to happen is I'll be the one getting a negative impact not Three. If the agency doesn't put the debt on hold until everything is cleared up then I really have no choice here...

Once again, I really appreciate that you're trying to help but it's really hard to believe anything is going to get corrected as this has been going on for more than a year.

I can only wish I was wrong.

Re: Three is charging me for a returned 5G Hub

JonathanB — Thu, 17 Aug 2023 12:18:08 GMT

Hey @kyechoy,

I understand where you're coming from. I'm sure they won't have meant for you to simply ignore CRS and they'll give up, we have a process to notify them that a debt isn't valid, but it can take a few days for them to acknowledge us.

My understanding of how we handle a situation like this, is that the colleague you chatted with will follow up by email once they've got this all straightened out? I'm sure if you give them a little time they'll get this finally put to rest for you.

Please let me and the community know how things proceed. I can't discuss or disclose account information over a public forum, but I am going to be following your case in the background, and I'll make sure that any feedback we can use to improve is passed on.

Thanks,
Jonathan

Re: Three is charging me for a returned 5G Hub

Threlly — Tue, 22 Aug 2023 09:23:21 GMT

Will any damage to @kyechoy 's credit rating be rectified by Three?
I may be wrong but just the action of calling in a debt collector can have serious repercussions.
@kyechoycould have thousands of pounds worth of damage to his financial future due to this.

All due to Three's utter and complete customer service failure.

Re: Three is charging me for a returned 5G Hub

kyechoy — Thu, 24 Aug 2023 10:45:28 GMT

That's exactly what I'm wondering and I'm not sure about it...

@JonathanB I wonder if you can shed some light regarding this.

Re: Three is charging me for a returned 5G Hub

JonathanB — Fri, 25 Aug 2023 14:30:20 GMT

Hi @kyechoy,

Any credit file impact should be removed automatically when a return is accepted, but I'd suggest contacting the advisor I put you in touch with previously too given the circumstances. I expect they've already raised this with our credit teams, but they should be able to confirm this.

Thanks,
Jonathan

Re: Three is charging me for a returned 5G Hub

kyechoy — Tue, 23 Jan 2024 17:57:12 GMT

The issue seems to have been resolved. At least I haven't been contacted again and when I asked the debt collector they said they had nothing in their systems. Three however, refused to reply regarding the situation to make sure it's been delt with. So until further notice, the issue seems solved.

My advice to anyone in the same situation, I hope you somehow still have an account in Three after cancelling your contract to make a post in the community forums as that will be your only option to deal with this issue.

Thank you everyone for your help.

Re: Three is charging me for a returned 5G Hub

paulina6786 — Wed, 24 Jan 2024 12:47:13 GMT

I’m having similar issues to the original poster. No debt yet but I have been sent a bill inclusive of a fine for not returning the hub. This is despite sending it back promptly, providing evidence, and being assured multiple times I will not be liable to pay the fine. Every time I call I get assurance that I will not pay, yet I currently have a massive bill to pay…

I’ve lodged a second complaint but not sure what else to do.

Re: Three is charging me for a returned 5G Hub

paulina6786 — Wed, 24 Jan 2024 12:51:21 GMT

Thank you for sharing your experience! I know it’s been a while but I just came across it as I’m experiencing similar issues. I returned the hub but Three want to fine me despite numerous conversations, sending proof of postage, and raising a complaint. They have now told me to cancel my direct debit and pay manually to avoid the fine being taken from my account, “while they check if the hub has been returned” - it’s been nearly 2 months since they received it, according to the delivery note…

Re: Three is charging me for a returned 5G Hub

treebeard1 — Wed, 24 Jan 2024 14:16:47 GMT

I have literally had the same thing happen today. Incompetence to the highest degree and extremely frustrating.

They were even telling me my account could not be found after providing the account number on the email they had sent me that same morning!

Re: Three is charging me for a returned 5G Hub

paulina6786 — Thu, 25 Jan 2024 10:47:10 GMT

I had an identical message today, telling me they couldn’t reach me and that they couldn’t access my account with the information I provided in my complaint.

I seem to be running in circles with them and not sure what’s the best thing to do…

Re: Three is charging me for a returned 5G Hub

paulina6786 — Thu, 25 Jan 2024 11:36:52 GMT

@JonathanB would you be able to help, please? I’m at my wits end…

Three saying” Thank you for sharing this with me and since you have given tracking ID we raised a investigation on this and the team has updated that the device is not yet returned however if you wish I can get this raised again for you and the team will get this investigated again.”

So I have proof of device being delivered but Three claim it’s not been received. What can I do?

Re: Three is charging me for a returned 5G Hub

paulina6786 — Fri, 26 Jan 2024 16:24:37 GMT

Check your inbox! I’ve shared what has worked for me 🙂

Re: Three is charging me for a returned 5G Hub

sc1999 — Fri, 26 Jan 2024 16:25:49 GMT

How about sharing with everyone?

Re: Three is charging me for a returned 5G Hub

pina_ta — Wed, 31 Jan 2024 14:29:04 GMT

Hi! Cancel contract\ from 01/04/2019\ and made new with Tree,so I got DPD label as promised and drop my old 4g router,

then I have the email from Three on 20/2024 :

We've got your return item and it's now on its way back to Three.

Later on 24/01/24 i got another emal from Three :

Parcel returned . Your parcel has been delivered and received by INGRAM MANIFEST at 11:08 on Wed 24 Jan 2024

The next and last email from Three on 30/01/24 is:

We still haven't received your Home Broadband device. You'll need to return this by 14/02/2024, or there'll be a one-off charge of £105

applied on your account. So have proof from Tree of device being delivered but the same time Three claim it’s not been received.

Please help me make me sure my return is definitely processed properly .