I have sent a broadband router back to them three claims they haven't received it i have proof

[Jparry]

I have sent  a broadband router back to them ,have proof  of postage  they claim  they haven't  received   royal mail say they have  delivered it  ,they want to charge  me for the  router. 

[PDC]

I've had the same problem with a phone. I ended up getting a ombudsman/ citizen advice person. They did back down in the end. Took about a year, cost them in the end with a nice competitive and free line rental for 6 months. Don't give in.

[PeteG]

Hello there.

Welcome to Three Community. 

In situations like that, the team would normally just ask for the proof of postage so they can verify that and resolve the issue. Have you provided that to them already? If so, when? 

Pete. 

[Jparry]

Hi not sure  how  to  send proof  of postage  all there emails  are no reply  I did try that's when I realised  when it was returned as not delivered  .They make it so hard to get in touch  with them. I am profoundly  deaf which  doesn't  help on the phone with  them even  if you do manage to get someone  on the phone  .

[MichaelP]

Hi there @Jparry,

Were you able to get the device return matter and the charge looked at by customer services? Please let us know.

Thanks,
Michael

[Jparry]

Hi thanks  for  the helping b,I thought  lt was all settled  I sent them proof of postage  and proof of delivery  ,few days ago received email confirming  they had received  the router back  ,but today  received  another  message  to say they were going to take £105  from my account  for not returning it ,I can't believe  the incompetence  of them .I just  don't know  what to do anymore. 

[PeteG]

The team would open a case in order to investigate, and would tell you where to send the proof. You should be able to reach the team on Livechat, and there's also accessibility options for hearing impairment on the Wellness Page. 

Pete.