I ordered Home Broadband, but at the payment page the Three website crashed with a message that the order had not been completed. So I tried again. This time it worked. However, the first order DID work and I ended up with two devices and two contracts.
I cancelled one of the contracts via support. I returned the router via Royal Mail; the tracking number confirms it has been delivered.
Three insists it has not been delivered. So they are now requesting payment for two contracts.
I have spent a total of four hours on both chat and phone support. Four queries have been raised on my account. It doesn't matter what I say to them or what I type on the queries. They are apparently incapable of checking the tracking number themselves and realising that the problem is at their end not mine.
I have cancelled the direct debit for £40 and advised them in multiple phone calls, chat supports, and queries that I am happy to pay the correct amount of £20. It's like talking to a brick wall.
Now I am getting the inevitable SMS threats for non-payment. I have no intention of paying. If it goes to court they will lose as I have incontrovertible proof that the router has been successfully returned.
My only concern is that since it is a 24-month plan my credit record will be marked for late payments and non payments.
Is there any way of contacting someone at Three who can actually understand the problem and investigate it? (other than Chat "OK sir I will raise a query") or phone ("OK sir someone will call you back in 48 hours")?
