£350 Charge after Returning Router

[Retired_Jolene]

I took out a 5G router contract with Three on  23/10/24 and cancelled it on 21/11/24, within the 30-day cooling-off period.

Around 03/12/24, Three sent a returns bag. I returned the router around 12/12/24.

Despite this, I've been charged £350, with Three claiming they never received the router. When I contacted support, I was told I needed the tracking number, otherwise they couldn't do anything. But I never held onto the tracking number on the bag, since at no point previously did Three tell me I should hang onto this. I also find it strange and suspicious that Three does not have their own record of the tracking number, considering they are the ones who provided the returns bag.

Three have escalated to a Credit Referencing Agency, and I’ve been receiving repeated texts and emails about it every day for months.

I followed the instructions I was given. I shouldn’t be penalised for a failure in Three’s system.

@Three support—can someone please step in and get this sorted? This has gone on far too long.

[Retired_Jolene · Accepted solution]

Hi Jonathon, I sent you an update via private message.

For anyone else reading this forum, JonathonB referred me to a different Three team, who checked that the hub reached Three and cleared the £350 charge. They are also going to raise a credit file ammendment.

I'm glad to finally see this resolved.

My best,

Jolene

[JonathanB]

That's fantastic news! I've marked your community topic as resolved for now, but please let me know if you need any more help.

Thanks,
Jonathan

[Paddiewack]

Difficult one this.You cancelled it on the 30th day cutting things fine to say the least. But I absolutely have to agree with Geluk. Common sense should dictate you keep a note of all tracking numbers to cover your own proverbial backside and not expect others (even or especially a large company like Three) to do it for you and then cry foul when things go wrong. I’m afraid legally the onus is on you to prove the parcel was sent and received,something a tracking number would obviously do;and again as Geluk says if you were actively tracking the package and it wasn’t showing as delivered then you could alert people at that point. It genuinely seems to me that if you shook your head,part of the Sahara desert would come out and I’m frankly at a loss as to what to advise except to raise a complaint via the Three homepage and in doing so I absolutely wish you luck. 

[Geluk]

Common sense dictates you keep a note of tracking number for ANY RETURN, and most

people would actively track too, to ensure it's arrived.