Account cancellation and returns issues

[jubber56]

Hi, 

I ordered a 5G Broadband router in July 2023. The router arrived, however I decided to stay with my previous provider. I phoned 3 customer service to cancel my order within the 14 day cancellation period. They said that everything had been processed and I would receive an email with a returns label. The email didn't arrive (spam folder checked daily), however I received hastening emails to return the router. Eventually the returns email came through and I returned the router. I received emails from Three/DPD in August confirming that the router had been received.

Fast forward over 3 months and numerous phone calls to Three customer services following requests for payments, I have now been informed that my details have been passed to a debt collection agency!

Please, please can my details be passed to a more senior team for a resolution. I have emailed proofs@3mail.com however I have seen posts in the community that this isn't necessarily very efficient either.

@JonathanB - I've seen you are very helpful in the community... is there anything you can do to get me through to someone more senior who can help me please 🙏 

Many thanks,

James

[sc1999]

You are not the first. I suggest you file a claim for damages using the online small claims court to cover your time, stress and potential damage to your credit rating. This should get their attention even if you just threaten to do it. You can send Jonathan a personal message if you click on his link.

[jubber56]

Thank you for your help 👍

[JonathanB]

Thanks for bringing this to my attention @jubber56. I've replied to your PM with info that should help you escalate this.

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