A terrible process all round. I spoke to Three Customer Service due to underperformance of my 5G router, and they agreed to waive termination fee and cancel the contract, upon return of the device. I was informed any payments were on hold.
The returns bag then took 4 weeks (!!) to arrive, and I packed away my router, took it to the post office, and they scanned the Pre-Paid Three Label & took the package. Job done.
To my astoundment, a week later I received a message from Three that it had been 30 days and they hadn't received my device so my return request had been closed, and if I wanted to cancel, I would have to pay. They have since re-activated my account it looks like and taken 2 x month's payment.
Upon ringing up customer service they informed me there was nothing they could do without a tracking code, which was not received from Royal Mail, as it was Three who applied the Pre-Paid Label. They promised me there would be an investigation but nothing has happened. Absolutely terrible service, and I am inclined to take it to the Financial Ombudsman if there is no resolution soon.
Any help would be greatly appreciated.
