i have today logged a complaint to three. I cancelled my broadband at the end of my contract approx 2 months ago. I did this over the telephone. I was told by the lady over the phone that i DID NOT need to return my old 4g router. Nice little surprise today when i have notification from Three regarding my upcoming bill, they had added £87.50 plus VAT to my bill for me not returning my device??? Ive called Three and explained that i was told i didnt need to return it, the lady also looked and said they do not accept returns of the old 4g router devices anymore. I requested that the charge was removed off my account today but unfortunately they wont until i return my old router. after cancelling my contract i never received any bags in the post to return it either. Ive even asked the lady to review the recorded telephone conversation and she would be able to confirm that this is in fact what i was told over the phone. This is very poor from Three, i am now awaiting a pre paid bag to arrive in the post so i can return the old router, (good job i didnt put it in the bin isnt it!!! otherwise three would make me pay for THEIR error). I know that i should hopefully get this charge removed or reimbursed once they receive they equipment, but that is not the point. I explained that i was more than happy to return the router, which i will do, all i wanted was for them to remove the charge from my account today, they wouldnt which is why i decided to make a complaint about it!! I am a long standing three customer with multiple contracts for me and my 3 children.
Just wanted to make others aware of my issue here so it dont potentially happen to others
