4G Modem return - Horror story - not yet finished

[TJC77]

Eleven weeks after cancelling my contract and 3 online chats of requesting a bag to return my 4G modem I finally received one on 20th January which was 2 weeks after the required return date. Contract terminated 7/11/24, Contract ended 7/12/24, Required return date 6/1/25.

I returned the modem on the same day and the tracking records a delivery ay 9:27 the following day. In latest online chat the agent claimed that Three hadn't received it. He first claimed that the tracking details weren't correct which they retracted when I informed them that I had the certificate of posting in my hand and was reading the tracking from the Royal Mail website.

5 days later this return has still not been processed and my account credited.

This is now getting very worrying as Three want payment by 4/2/25

[JonathanB]

Hi @TJC77,

Sorry to hear this has happened. It can sometimes take a few days for the admin to complete between a device arriving at the warehouse and the account being updated. If I've followed correctly the router was sent back on the 20th January, have you received any updates in the meantime? Please let us know if you still need any help with this.

Thanks,
Jonathan