Device returned to Three but being charged

[three_customer]

I cancelled my Three home broadband contract on 08/10/2025 (within the cancellation period) and posted the device back using the DPD postage label I was sent on 13/10/2025. I received email confirmation of this with a tracking link.

 

The DPD tracking still says 'We have this parcel and it's on its way to the parcel receiver', clearly there has been an issue as it was posted 3 months ago. Therefore, I have been charged £350 as they are saying that the parcel was not delivered.

 

I have called Three to try to resolve the issue twice, on 12/11/2025 and 16/12/25, and both times spoke to someone who said they would look into it, however both times I just received an email saying my query had been closed, with no further update.

 

I have now been informed that the debt has been referred to a debt collection agency. I can not find any email address to take the issue up properly with Three and it seems my phone calls are going no where. As the issue is with DPD, I should not have to pay this charge.

[MichaelP]

Hello @three_customer,

Thanks for reaching out to us here, and I understand your concern with the device being sent but not being received back yet. 

I'm going to send you a PM to put you in touch with some colleagues, who will investigate this further.

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

[Paddiewack]

I’m sure that if you called DPD customer service on 01212750500 and explained your issue they should be able to track delivery of your parcel to Three and you can go from there. Certainly worth a try. 

[three_customer]

I have contacted them and they have said that it is Three that needs to raise an investigation

[Paddiewack]

Then your next move is to raise a complaint via the Three homepage. But for the life of me even taking into account DPD’s customer is Three not you I fail to understand why they can’t at least confirm or deny the returned item was received.