Three charge for 5G router I have returned

[academic65]

Hi

Having looked at this forum, this looks like a very common problem. I cancelled my 5G broadband at the end of the contract and returned the 5G router with the pre-paid jiffy bag and having confirmation of postage. I then received a final bill and thought everything was concluded with Three.

I've now received a charge for £105 for 'not returning the router', despite having done this. I've spent a lot of time calling customer services, and today talking through the web chat. I've been told the charge has now been removed, however I've received no formal confirmation of this and the bill is still on my account. I've tried escalating this through your support team on Twitter but they said they can't do so and to wait on the outcome.

Please can someone from head office investigate in order to remove these charges. Please can Three also review their processes as I'm not the only one affected.

[JonathanB]

Hi @academic65,

Was this resolved? Please let us know if you still need any help.

Thanks,
Jonathan

[PeteG]

Hello there. 

Welcome to the Three Community. 

It's disappointing to hear that's happened. Like the team on Twitter, no one here can access your account details, so it's difficult to know what the current state of things. The first part of your message seems to indicate that it's already been taken care of by the support team, so I'm unsure what else could be done. 

If you're looking to register a complaint about the experience, you can do that on the complaint page. If you'd like the team to double check to make sure the charge is gone, they can also do that for you. 

Pete.