Router Returned, Three Claims I Didn’t!

[andreimj]

Dear Three Support Team,

I am writing to raise a complaint regarding the ongoing issue of being charged £105 for not returning the 5G router, which I have already returned. Additionally, I have now been passed to a debt collection agency, which is extremely concerning and frustrating.

To provide clarity on the situation:

1. Delayed Return Bag Delivery

I waited for over a month to receive the return bag for the router. Despite multiple follow-ups, it never arrived.

I finally received the return bag after requesting a new one and promptly sent the router back via the post office on 20th November 2024.

2. Failure to Confirm Return

Since returning the router, I have been receiving emails and calls stating that the item has not been received. It has now been over two months, and I am still being told the item is missing, despite following your process.

When I spoke to your customer service team today, I was informed that there is no way for them to check with the logistics team to confirm receipt of the router, which I find unacceptable.

3. Tracking Number Issue

The customer service representative mentioned that I was required to provide the tracking number immediately after posting the item, but I was never informed of this requirement.

Since no one advised me to retain the tracking number, I did not think to save it or take a photo. By the time I was asked for it (a month later, in December), I was unable to locate it.

4. Unfair Treatment

I find it unreasonable and unfair to be charged £105 and have my account passed to a debt collection agency for a router I returned following your instructions. The situation is causing unnecessary stress, and I am deeply dissatisfied with how this has been handled.

This entire process has been frustrating and unacceptable. I request an immediate review of my case to confirm the return of the router. If no resolution is reached, I will escalate this matter by filing a complaint with the Communications Ombudsman, as I strongly believe I am being unfairly charged for an item I returned in good faith.

I trust that you will resolve this matter promptly to avoid further escalation.

Thank you for your attention to this issue.

[Brianboitano]

Plenty of people having this issue.  I have a working theory that Three has outsourced it's router returns to some dodgy company who are probably committing mail fraud to make more money.  Anybody from Three care to refute and confirm returns are handled in house? Far too many of these stories on here for this to be a coincidence.

[Brianboitano]

These guys are fraudsters essentially.  Holding your credit rating to ransom... should be on Watchdog or similar.  Clearly a lot of us are having very similar experiences.

[JonathanB]

Hi @Brianboitano,

I'm really sorry to hear about your experiences and how this has affected your perception of Three. My understanding is that Maxine has been in touch and is working to resolve this for you. I'm sure we'll be able to help get this all sorted out.

Thanks,
Jonathan

[Brianboitano]

She has thanks, which is appreciated. 

I'm afraid that hasn't changed my opinion that is an entirely unacceptable way for a large company to treat it's customers, honest people should not be being held to ransom and threatened due the endless ineptitude of your front line support. 

There is clearly a systemic issue here and I suspect large numbers of less tech savvy (possibly older) customers have been hit with charges they should never have paid, which is tantamount to fraud.   Equally, we also shouldn't have to waste hours and hours trawling the internet to find an acceptable response by the small number of competent people three employ on these forums, such as yourself. 

As a result my current contract with Three will be my final one.

[Maxine]

Hey andreimj,

We've sent you a PM about this. To view your messages on the community, click on your avatar on the top right of any community page, then "Messages".

Maxine