Three returns policy

[Deklufc]

Why are Three so rubbish when it comes to customer service.

I had a home broadband hub cancelled five months ago due to my digital signature not going through. They told me they had cancelled it but carried on taking the direct debit.

I got through to live chat and requested a returns label.

Still no returns label and no jiffy bag as promised.

Cancelled my direct debit as advised and now getting texts telling me my direct debit has been stopped and I will get an extra £5 charge for not paying by direct debit.

It was three that cancelled the hub in the first place not me .

How hard is it to just return things that they have requested you to send back so the direct debit can be cancelled 🤬

[Deklufc]

Good morning Johnathan.

Just a quick update.

John had my account cancelled but this morning I received yet another demand for £14 this time 🤷🏼

Kind regards Derek 

[JonathanB]

Hi Derek,

Thanks for the update, and I'm sorry this still hasn't been resolved. I'll check in with the team to make sure this is sorted out for you.

Thanks,
Jonathan

[MZone]

If you search this forum there are many others in the same boat as you. Agreed the process is obviously not fit for purpose. Luckily for me I have not had this experience. I’m sure the mods have fed this back to the relevant parties. Hopefully things will improve. Bear in mind though people only tend to post when things go wrong so in the grand scheme of things the percentage of people with issues might be a lot lower than we think. 

[Deklufc]

Thank you.

Hopefully after speaking to them again today a jiffy bag and return label will be sent out.🙂

[MZone]

If you do t get any joy after that I suggest you make a complaint here.

[Deklufc]

• Thank you. Just a waiting game as usual now 

[JonathanB]

Hi @Deklufc,

Did you receive your returns pack and manage to send the router back in the meantime since last posting?

Thanks,
Jonathan

[Deklufc]

Yet again I have a threatening letter threatening me with debt collectors. The hub was sent back with a tracking number. They won't accept the tracking number three gave me . They want the post office tracking number which I cannot find..I have just been on the phone to them and it's just going round in circles . Not sure how much more I can take of this 😡🤬

[JonathanB]

Hi @Deklufc,

I'm sorry to hear this still hasn't been resolved. I've sent you a PM now to get you in touch with some escalated support.  The colleagues I've referred you to should be able to get this all sorted out for you.

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

Thanks,
Jonathan