Router returned but Three claims not received

[evin2571]

Dear Three Customer Service

Sadly, this seems like a common problem. I note there are several similar threads on the Three Community and numerous comments online about issues with router returns.

I won't put the full background here but my experience chimes with many others'. Device returned in pre-paid bag provided by Three, no communication to say received / not received until c.2 months later, with the case then handed very quickly to a debt agency.

I spoke to one of your representatives on the phone. They opened a case for me, advised me to pay the fee to the debt agency and that I would be refunded if I could prove the router was returned and received. I have since found the tracking number and the Post Office website confirms the item was received.

My generous interpretation is that there is a breakdown in communication between the 3rd party company contracted to deal with returns and yourself as the parent company. This said, the number of customers experiencing the same / similar issue is wholly unacceptable.

In other threads, the customer has been PM'd by a representative to solve the issue. I would be grateful if the same could happen here so that we can coordinate my reimbursement.

Kind regards

Mr Evin Frost

[JonathanB]

Hi @evin2571,

I'm really sorry to hear about the issues with your return. Have you received any update or solution in the meantime since posting about this? Please let me know if you still need help with this.

Thanks,
Jonathan

[evin2571]

Hello Jonathan

Thank you for engaging. Update is I have received an email from Three saying "thank you for your payment", which is a bit galling as I can prove the item was returned. In terms of solution: no, not solved, and I would appreciate you assisting before I look into action under consumer rights etc..

All best

Evin

[evin2571]

I should also add that I was told by a representative on the phone that my case would be investigated and then I would be updated. This didn't happen. There was no update. I paid the debt agency as they instructed but I received no follow-up from Three regarding my case. As per the others comments on this and other threads, it's really poor customer service.

[Maxine]

We've sent you a PM about this, evin2571.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Maxine

[Pete4810]

I’m having the same problem with Three.

unreturned my old router in the pre-paid packaging and now - 3 months later I have received a bill for not returning my device.

Poor show on Three - I expect much better. 

Not a happy customer.

[PeteG]

Hello there. 

It's disappointing to hear that's happened to you, Pete. 

It's something that'll need to be fixed, and if you contact the support team, they will be happy to look into it for you. 

Pete.