Hi, thank you for your reply.
The account was cancelled on May 29th, and I even received an email on June 13th asking us to return the broadband hub, stating that I would be charged £125 if we didn't.
The issue is that we've been trying to get in touch—by phone and email—since June 18th to find out where I'm supposed to return it, but no one has responded. I've followed up multiple times, and still no clear answer.
Now I’ve seen that a bill has been issued and upon checking the invoice, I noticed a £125 one-off charge. But I didn’t intentionally fail to return the hub. You've told us over 30 times that you would send us a return QR code by email, but you never sent it—not once.
I honestly don’t understand this. I have a Direct Debit set up, so this amount will be taken automatically on August 6th. I really hope this can be resolved before then.
You guys never clearly told me where or how to return the hub. You just sent a message saying “Return it or we’ll charge you £125,” and despite me asking repeatedly over the course of a month—even pleading for clarification—I received no reply.
