Charged for 5G router that was returned

[teccles]

I cancelled my 5G Broadband with Three in May this year - after which I returned the router using the provided bag. A few weeks ago, I received an email saying it had not been returned, and I would be charged for it. I contacted Three Support, provided them proof of postage, and they said it would be sorted.

Now, I've received another email saying a charge of £105 has been applied to my account for the un-returned router. 

Please can someone help me get in touch with the right team and have this charge cancelled? I have proof of postage so this should be a simple matter. Thanks!

[JonathanB]

Hi @teccles,

I'm sorry to hear that you've been contacted about a charge for a returned device. I'll be happy to put you in touch with some colleagues who can help get this investigated and resolved. I'll send you a PM with info on the next steps.

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

[Thedalejensen]

This has also happened to my mother. She returned the router and still has the proof of postage. She has spent over an hour on the phone to 3 and they said they can't find the charge and her only option is to go to the ombudsman, even though the charge has gone out via her established broadband direct debit.

Could I also be provided with the details of (non-useless please) colleagues that will reverse this charge.

[PeteG]

Hello. 

Welcome to the Three Community. 

That's not great. Can you confirm how much was charged unexpectedly? 

Pete.

[Thedalejensen]

Hi Pete, yes its the same £105 as the OP and others I've seen on here.

As I said she sent it back and has the proof of postage, but the three call centre says they have no idea what the charge is. I found out what is was in 8 seconds by typing "£105 three broadband" into Google and finding it out it was for a supposedly unreturned router, so I don't know why they couldn't do that during the more than one hour on the phone.

It's been taken by the direct debit mandate she had set up for the duration of the 2 year contract as well so I don't know how they can't see that on your end.

It's just mind bogling. I've personally been with three continously since the 2000s, this nonsense is really making me rethink that.

[PeteG]

That's really strange, as any charges given to you should be visible to the team. Do you have a copy of the final bill handy? It should list any and all charges, and what they are for. If you do, does it show the £105? 

Pete.

[Thedalejensen]

Her bank has given the money back, luckily they are going to deal with it. Good luck to them!