Hi,
On the 29th of July 2023, I contacted Three regarding poor signal. I was informed that this was typical in my area, and would not improve. I was then informed that I could return the device without paying the termination fee (over 500 pounds), and that a bag would be sent so I could return the device.
A week later, no bag. I called again, was told the bag was never sent, and that another bag had been sent.
A week after that, same thing. I was told to wait a few more days. I called again today, and was informed that there were numerous complications that stopped the bag being sent.I was then told I would be sent an email with a returns label. This did not happen. The agent also disconnected my sim card, which is now completely non-functional - though my account is apparently still open. This has made it harder to contact three as I no longer have a Three number.
More worringly, a customer service agent on Live Chat told me I would need to pay the termination fee after all. I called again, and was told that I could not be given anything in writing - nothing to confirm I'd even spoken to someone. I kept being told "we've got the notes".I was again informed that a jiffy bag would be sent.
I am seriously worried now. I've taken hours out of multiple days chasing this and I am terrified of being slapped with a massive bill because I've got no proof it is supposed to be waived. I can't speak to anyone who can explain what's happening.
Please, somebody, give me some advice. Who do I speak to? How do I return this device without paying the termination fee? If I'd known it would be this painful I'd just have put up with the terrible service.
