Three charging me for a returned broadband router

[Ameena1]

Hi there, 

After cancelling my three broadband connection in July I returned my broadband through DPD return label sent by three. I have the tracking number and receipt from post office as an evidence of my return.

there was some issue with DPD and the parcel has not reached three. I contacted the customer support and explained my situation and shared the return receipt. They assured me that the issue is taken care of and I won’t be charged for the router. I have the transcript of the chat and screenshots confirming the same by customer support.

Now in sept bill three has charged my for the modem. I’m not sure what to do as every time I contact the customer support via chat I’m being assured that I won’t be charged and my bill says otherwise.

couple of posts on this forum suggest to raise it with ombudsman. 

any help or suggestions from someone who has faced the same issue please 

thanks.

[JonathanB · Accepted solution]

Hi @Ameena1,

I'm really sorry to hear about your experience with returning your Broadband package. We'll do our best to help. I'll PM you some info to get you in touch with some colleagues who can help.

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

[JonathanB]

Hi @Ameena1,

Did you get a chance to speak to the team I suggested? Please let us know if this has been resolved.

Thanks,
Jonathan

[jr0]

have you raised a complaint with three?