Three broadband return bag did not arrive

[gavci]

@JonathanB @ My three bags did not come so I cannot return my broadband device. Since I did not have good reception in my zone, altough there is 1 year left in my contract the help line told me that the fees would be waived.

Can you please help me?

Also this seems like a systematic problem and I really had to search for this helpline as there seems to be almost no help for this and every user is left in the dark. This is not an acceptable situation from the consumer perspective.

[JonathanB]

Hi @1826,

I'm sorry to hear that your experience of cancelling and returning has been so challenging, and I appreciate that you're sceptical at this point of obtaining help. The team @KateS directed you to can help check out your billing for you too. As you mentioned, they were able to assist with the return bag, so I'm sure they'll be able to resolve any questions or issues around the bill.

We'd happily give further advice here, but as Kate mentioned on her last response we need to discuss matters like this on a secure platform for security reasons, not our public forums.

Thanks,
Jonathan

[1826]

I replied as suggested and did not get a reply. Today I've received another text message stating I owe £322.67 which is a cancellation fee paid by three which was added to my account then magically vanished. Happy to send screen shots of this and a copy of the live chat confirming I do not have to pay the cancellation fee. Useless company and another waste of my time.

Disorganised mismanaged nonsense

Live chat

"

Agent: your early termination fee of 281.28pounds is waived off now you will just pay the services till you have used

[JonathanB]

Hi @1826,

I'm not sure what you mean by "I replied as suggested and did not get a reply.", as we've mentioned previously we can't disclose information about, or make changes on customer accounts in response to public forum posts.

Did you contact the Social Media team by chat to query this termination fee, using the same link as when you were issued the returns bag? I'm sure if you discuss this with them, they'll be able to make certain this matter is resolved.

Thanks,
Jonathan

[Jjjedw]

I’m also having problems returning the 5g hub and have tried to dm you. Could you please advise? I am told I will be charged if I do not return it by the end of the month. 

[KateS]

Hey @Jjjedw,

I'll drop you a PM with instructions on how to reach out to some of my colleagues who will be able to support with this request.

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

Thanks,
Kate

[gavci]

Because I have already called the Service on 333 twice and wasted 2.5 hours on an e-mail that was supposed to come based on the promises of the customer services. @Geluk please check the 40+ complaints on this issue, this is huge and I will not pay a dime and will contact with my solicitor and take necessary legal actions if the issue is not resolved. If the instructions are same for everyone why does not three actually just paste a pdf file of the instructions on a website and let anyone return their devices at their will? This is making an easy issue incredibly difficult and harming the reputation of three...

[Geluk]

Why not call Cust Service on 333.

[sc1999]

There needs to be a link to be able to print a label. If CS issued a reference number this could be used to print a label.