Router not being “received”

[WorldAsLiz]

My household has sent back the WiFi router after ending our contract earlier this year.

The box was sent back early February. However, they have now contacting us claiming they didn’t receive the box but it’s been a month now. 

We tried speaking to them on the phone but they are denying receiving it and threatening to charge us. Does anyone have more advice on how to tackle this please?

Thank you in advance!

[JonathanB]

Hi @WorldAsLiz,

We didn't hear back you after your initial post. Please let us know if @JadeF's suggestions helped, or if you still need any more help?

Thanks,
Jonathan

[JadeF]

Hello @WorldAsLiz 

Welcome to the Three Community Page.

I'm sorry to hear that you've had this trouble when returning the device to us.

Have you kept a receipt with proof of postage? Does the tracking reference confirm the device is back to us? Have the team agreed to raise this for investigation?

As this is a community page, I don't have access to account information from here, but if you pop over here the team can raise your complaint for investigation for you.

Jade