Three trying to bill after cancellation

[Hwils8]

Hi, 

I took out a 30 day rolling home broadband plan in September. The 5G did not work in my flat despite the coverage checker and so I cancelled the contract within an hour of receiving the router on 16th September. I returned the device and RM confirmed arrival on 24th September. 

I received a first month bill that week, and since I'd cancelled before the DD had finished setting up, no payment was taken automatically. Three called me a few times and I had to repeatedly tell them the tracking reference for the return delivery and explain I'd cancelled within 14 days, to which they'd eventually confirm I would have nothing to pay once the return processed. 

Three eventually confirmed receipt of the returned router on 17th October. On 28th October, I received a bill for a second month of service (£73 to date). Obviously I have not paid. In reality, I received less than an hour of inadequate 4G service, and Three is still attempting to charge me for over 2 months at £73. 

I've received maybe 2 phone calls a day over the past week, but when I answer the agent hangs up after about 5 seconds every time. Not sure what's going on there but it's super irritating. 

Today I received an email threatening a default on my credit. I was told on the phone repeatedly that my credit score would not be affected by not paying (bearing in mind, I don't legally owe the money since I cancelled so fast, and Three also has their own 30 day guarantee on 5G broadband if 5G speeds are not met). 

I've registered a complaint through Three's website but haven't heard yet. I'm willing to go to the Ombudsman but would prefer to settle internally. But the threats to my credit and the charge for another month are ridiculous. This whole situation has been a mess - Three need to sort out their customer service and actually cancel accounts when requested, especially within the legal 14 day cancellation period. I absolutely should not be receiving threats and additional bills over a month after returning the equipment. 

Any way I can get a Three rep to look into this properly and get the bill cancelled?

[PeteG]

Hi there. 

It's disappointing to hear you've been having issues since the return of the Hub. I'm unsure why the process hasn't gone as it would be expected to. It sounds like something hasn't been updated on the account, something that's telling the automated system that the money is still due. 

As this is a public space, no one here can log in to try and correct the issues for you, however as you've logged a complaint, the team there would generally be able to resolve it. What date was it you logged your complaint? 

Pete.