DPD return label never arrived

[hychan]

Like many I've request many times the DPD return label for my 5G router but the label (or QR code) never arrived. Now I'm being threatened with a charge. How can I just return the router? It's been very stressful.

[JonathanB]

Hi @hychan,

Sorry to hear about the issues with returning your router. Just to check has this been since July you've been trying to get this sorted out? Please let me know if this was resolved since you posted, or if you still need any help?

Thanks,
Jonathan

[hychan]

Thanks for checking in. Finally I got the famous QR code email after all these struggles. Can finally rid of the router.

[JonathanB]

Thanks for updating the Community @hychan. It sounds like your return is on the way to being sorted out, but please let me know if you need any more help with this.

[hychan]

Update: I've returned the router (with tracking) but still got threats that I need to pay because they haven't received it! Contacted the customer service and they said they'd fix it but nothing changed and the payment due date is close. That's very frustrating!

[PeteG]

When did you speak to the team? Did they confirm they device was showing as returned? If so, it might be worth cancelling the direct debit, and informing the team to place a hold on any collections activity while they are waiting for anything to update on the account side. 

Pete.

[Paddiewack]

There would have to be a record of any (written or oral) conversation between you and customer service from when you state you asked for a returns bag/label. If it were me I’d make a complaint via the form on the Three homepage,stating as far as possible when you asked to return your item. This can then be investigated and hopefully sorted. 

[hychan]

Hey thanks I've done just that and hope that miracles happen (not optimistic though). I'm at my wits' end since July.