Not receiving a returns bag after cancelling my contract in March

[ro90882]

Hello.

On March 3rd I cancelled my contract within the initial 30 days and was confirmed no payment due and I will receive a returns bag after which my account will be closed. A simple straightforward process for most reputable companies I have dealt with.

Since then however I have not received anything. I have called numerous times with what now appears a scripted response "do not worry sir, we will arrange a new delivery". As of today I have received no such returns bag. I have called into a Three store with the broadband device and been advised they cannot take receipt of it. I have raised a complaint case with Three over 2 weeks back and no hint of a reply.

Worse, I was advised by Three support over the phone to cancel my direct debit. Since then Three have continued billing which has now affected my credit score. Within the space of 2 months I have gone from a 15 year Excellent rating to Good. I am in the process of applying for a mortgage which is extremely worrying.

Given calling support over the last 2 months has led to no resolution, I am hoping someone on this platform can offer assistance. Really I do not understand how such a basic process can cause such issues. Just send me a returns bag or just email me a returns address & reference number.

Thanks.

[JonathanB · Accepted solution]

Hi @ro90882,

I've just seen your reply on another thread about this issue. I'm really sorry to hear about this problem with missing return packages, and that it's caused your account to show as overdue if it was supposed to have been closed down already.

I've sent you a private message to refer you to some colleagues that will be able to look into this further for you.

Thanks,
JonathanB

[Charm]

Hello, Jonathan. I am with the same issue. Been calling customer service for how many times just to chase for the return bag. They keep on saying it has been sent but I haven't received any bag at all.. My anxiety is increasing with this that leads to frustration as I am worried being charged without using THREE. Please help

[PeteG]

Hey there. 

The process for the returns changed about 1 week ago, with a new process being used to allow an online return to be processed instead. If this sounds useful to you, you can contact the team again and ask for a QR code to be sent to you by email, which you can then scan and arrange for your return. 

Pete. 

[wharff]

Johnathan, I'm in the same situation, can you please help me? It's starting to effect my anxiety 😔