No returns package for Broadband contract cancelled in September.

[Billo]

Hi, 

We cancelled our three contract on 04 September 2024 but we have not since received a returns package to return the device. The address on my account should be the correct address. I waited until the final month to cancel this device I've not used for a whole year since the advertised 5g signal was not available at our new address!!

On 18 November 2024, we received a reminder that the device had not been returned from Three but again, still no returns package was received. 

On 26 November 2024, I spoke to the online chat who assured me that this would be sent within 5 working days but have still not received anything.

It would be unfair if we were to be charged the £105 penalty when three have not sent us the returns package upon cancellation of the contract since early September 2024!!

What options do I have? The return date is 3 December 2024. Can't the return address or label be sent to my email rather than having to wait for a package to arrive which might not turn up on time?

I will make a formal complaint if I am charged the penalty.

[PeteG]

Hello there. 

It's disappointing to hear you're having issues getting the returns packaging. I'm unsure why it would be failing to arrive after multiple tries. 

There is an option to have a DPD label emailed out to yourself if that's a return option you'd like to use. You can make the request for that with the Support Team. 

Pete.