Return instructions for my 5G Broadband Hub

[A-and-R]

Dear Customer Services,

My Three 5G Broadband service ended yesterday and I have to return my hub by 8th July to avoid a £87.50 ex VAT charge but I still haven’t received a returns bag or returns instructions.

The last time I chatted to Customer Services online to request a returns bag was 29th May.

Please urgently assist and send me a returns bag.

Many thanks,

Richard

[JadeF]

Hey there.

Welcome to the Three Community page. 

Sorry to hear that you've not received your returns bag, but sadly I'm unable to access your account information from this community platform.

Please pop over to the team here and they'll get this investigated for you.

Thanks, Jade 

[A-and-R]

Hi Jade,

I have given up contacting Customer Services as the last three times I have done that they said they will send me a returns bag/label and they have all failed to do so. That is the only reason why I am here in the Community forums.

I will follow your advice and try a fourth time though, but I can assure you when they fail for the fourth time I will not be paying for the hub if they try to invoice me for it, instead I will post the hub and a strongly worded letter to:

Max Taylor
Chief Executive Officer
VodafoneThree Limited

In the letter I will be including a copy of every single post on this Three Community forum where someone has asked Three Customer Services several times for a returns bag/label for their hub (there are tens if not hundreds) and will send a CC copy of the letter to OFCOM so the CEO and OFCOM can both see what a shambles Three Customer Services is, in the hope they implement some sweeping improvements as part of the merger.

However if you or another Three Customer Services colleague wishes to contact me on my temporary email address: ***
I will gladly provide my disconnected Three 5G Broadband number and complete security checks with you via my associated Three registered email address so you can resolve this issue for me.

Sorry to be so frank and brutally honest but it really is appalling, Three customer services management only need to look at this community to see how appalling the situation is, so they should be addressing the issue and not ignoring it and causing customers like me and many others stress and wasted time.

Many thanks,
Richard

[NB6]

Wow this has happened to me too! I called and chatted to them online like 4 times to get a return bag and I still got hit with a £363 charge today despite the fact that every customer person told me I wouldn’t be. 

[MichaelP]

Hello @NB6,

I understand how concerning this must be if you were assured that there would be no fees.

These cancellation charges may have been applied automatically and require waiving. Have you been back in touch with Customer Services since yesterday to discuss this further?

The team will have visibility of any notes associated with assurances given.

Thanks,
Michael

[NB6]

Hi Michael, thankfully I got the refund ASAP. Appreciate that! But was definitely stressful and had to chase Three for months to get the return label and still the money left my account so this process definitely needs to be reviewed. Thank you 

[JonathanB]

Hi Richard,

I'm sorry to hear that you've already chased this up multiple times without a resolution. I've sent you a PM to help link you in with colleagues who will help further. 

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

[Paddiewack]

This isn’t customer service! Call 333.

[A-and-R]

I have, and have given up.

[Idrisjo]

Have you had any progress with this? I have a similar issue, and I’m resigned to the fact I’m going to have to do exactly what you’ve done. It seems like Three are scamming everyone and hoping that the process of using their customer support is so difficult and frustrating that we’ll just pay whatever they want just to get it over and done with.