3 lost returned device

[Pidgeos]

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

[Geluk]

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

[Pidgeos]

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

[PeteG]

Hello.

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

Pete. 

[Pidgeos]

Hey - the 5th August 

[PeteG]

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.

[Pidgeos]

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.

[MichaelP · Accepted solution]

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

[Jadecoral]

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