Still waiting for return bag after 3 months

[Joe199]

I've cancel my 5G broadband contract 3 month ago, and I still haven't received the return bag and three is trying to charge me non-return fees. I had 3 phone calls with the customer support and 2 web chats, every time they promised to send the return bag next working day.....

Anyone else having this happening to them? 

[hew_ost]

Yes I'm having the same issue and now I've been referred to a debt collection agency. This is appalling. Have you had any success since you posted here? 

[JonathanB]

Hi @hew_ost,

I'm really sorry to hear this. When did you originally arrange the cancellation? Did you get in touch with the team to advise you never received the return pack, or when you were notified of an overdue charge?

Thanks,
Jonathan

[Waterbottle]

Email the ceo, he's very responsive and will pass you onto someone in the executive office. They were incredibly proactive.

[JonathanB]

Hi @Joe199,

Did you get a chance to check out my message? Please let me know if you need any more help with this.

Thanks,
Jonathan

[JonathanB]

Hi @Joe199,

I'm really sorry to hear that this has been going on for so long now. I'll send you a PM to get you in touch with some more help with getting this resolved.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[Joe199]

Really don't know what else I can do now. Support won't give me any tracking info on the return bag. I saw other people here managed to get in touch with forum moderator and have this resolved, so fingers crossed. 

[Paddiewack]

I wonder just how many people say they haven’t received the bag when they have but they just want to keep the equipment which is of course unlocked. Or they’ve moved since cancelling and not informed or Three haven’t actioned the change he of address.Not saying you’re one of them but aside of that raise a complaint via the Three homepage. 

[Joe199]

Giving them my new address was literally the first thing that I did after I moved. At this point, I've chased  them to return the router for three month, I don't want this to impact my credit score.

[Paddiewack]

No I get that;was just trying (and failing) to find mitigation for Three.