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.
