Return of Broadband Router - 3 Claiming Not Recieved have tracking showing posted and signed for

[STAGESHOOT]

Hi

Pulling hair out here,  returned my 5G Broadband Router in Sept using the provided returns bag, via royal mail

Have receipt showing it posted and tracking shows it arrived at the returns centre and was signed for 2 days later

Now I get an email saying its not been returned and will be charged £105 on the 13th Dec.

Tried online chat bit of a brick wall just say its not showing as delivered and to wait, asked them to open a complaint was sent an email with a case number but no way to access it then it closed automatically

Not sure what to do now, really dont want to pay another £105 after finishing contract and jumping though all the hoops to return the item an having proof they have it.

[Jadey12]

I returned the hub 12th may I checked tracking with royal mail amd it says they received it in the 13th . I had email saying they had still received it from three even tho tracking says it was delivered I have proof of postage . I called three and they said they opened a manual investigation and not to worry but my email said I wud be charged . 

[PeteG]

To confirm, is the investigation underway now? When the team gave the advice advising you not worry about it, was this given in response to the email you received? 

Pete. 

[Jadey12]

When I called to tell them I've returned it and gave them the tracking info the investigation started amd they said within 72 hours I would get a update 

[Maxine]

That's good to hear the team are investigating this for you, Jadey12.

They'll be able to get to the bottom of this for you after they've made their findings.

Maxine

[karlc]

did you ever get this sorted?

[STAGESHOOT]

I ended up going to the ombudsman who ruled three must cancel it

but so far three have ignored it and sent it to debt collectors

[JonathanB]

Hi @STAGESHOOT,

I'm sorry to hear that you're still waiting for this to be fully resolved. We're sure if your case has went though the Ombudsman that any agreed resolution will be implemented as soon as possible, but we'll pass on feedback and you'll hear from the relevant team as soon as there's any updates.

Thanks,
Jonathan

[Jadey12]

This has happend to me I've returned my hub got.proof of tracking saying delivery and they are saying they haven't 

[STAGESHOOT]

They will play dumb, make sure you keep screenshots of the delivery info and the postal receipt if you have it..  Just keep on at them open a complaint and wait till they close it unresolved then you can go to the ombudsman website and open a claim. 

They lose when it goes to the ombudsman, they decided in my favor and three paid off the router paid off the ombudsman and paid £100 compensation for the hassle.  So just stick with it dont let them win then claim via the ombudsman