£350 charge for a 4g router I returned!

[Radagast]

I took out a 4g router deal and returned t within the cooling off period. 

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. I provided them with this number which gave the date and time I returned it.  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. The argument should be with the courier not me. 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.

[Radagast]

@JonathanB @Maxine @PeteG Can you help me here? I see you have helped others who had a similar problem. I have opened 2 complaints already and they have been closed without resolution or my consent! 

[JonathanB]

Hi @Radagast,

I've sent you a PM now which should help you get in touch with a team who can hopefully help.

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

[Intrakota]

I think the best advice in circumstances such as returning any equipment is to return it to a Three store, I know it maybe inconvenient but….

You will need to see the store manager as (apparently) he is the only one who can cancel contracts, he will give you a receipt which you should photograph and guard with your life, take a witness if you wish or use your phone to record proceedings from your jacket pocket, you may end up in court to get matters resolved and to the truth.

[Radagast]

Ok but I didn't do that. I sent it back and now they are trying to charge me. I am being scammed. 

[Radagast]

They have recently closed my complaint without explanation. I assumed it was because I had provided tracking information