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]

They have opened a manual investigation amd said someone will he in touch within 72 hours as its says they have received it on tracking but nothing has been updated on my account.  

[PeteG]

Hello. 

When did you return the hub, and when did you speak to the team about it? They advised on that call that it had not been returned, and that's it? 

Pete.