Three is charging me for a returned 5G Hub

[kyechoy]

Hello,

I’m wondering if someone went through the same issue as I'm going through right now and if so, how did you deal with it? It's long story so buckle up…

Around more than a year ago, I cancelled my contract with Three 5G Broadband. On the same day I called Three to ask if I needed to send the device back. My first reply was that I didn’t need to, I found that very strange so called again and asked the same question. This person, said I do need to send it back, which made more sense to me. This person proceeds to tell me they would send me a package that would arrive within 5 working days to send the hub back.

Two weeks passed, no package to send the hub back. I called Three again, explained the situation and this person tells me they’re sending the package again. Two weeks passed again, no package. This situation happened 4 times repeatedly. At this point, I’m starting to get frustrated and I call Three to ask if there’s another option, because clearly this isn’t going to work and I do believe it should be in Three’s best interest to have the device back. This person proceeds to schedule a collection with DPD. Shortly after the call, I get an e-mail from DPD confirming the collection. Great, things are finally working out or so I thought.

Next morning, DPD comes and collects the device. Everything proceeds are normal, get e-mail confirmations with the tracking. It says the device was delivered. However, 2 months after, I get a letter from Three. Telling me I need to pay £105 for not returning the 5G hub. I couldn’t believe what I was reading... I called Three as soon as possible. The person tells me it’s just a logistics issue and they’ve made a note in their system that the device has been returned. I pray that the situation is solved but once again, I would be proven wrong...

Another month passes, another letter from Three charging for the 5G hub. I called Three again, I get the same reply. This back and forward has been going on for at least a year now.

I’m tired, exhausted of this whole situation. Every single time, I’m being lied to. To make things worse, now the situation got to the point where now it’s with a debt collector.

I don’t know what to do anymore… I’m going to have to pay for something I don’t have. For something I didn’t do wrong. For something I did my best to solve when it should've been on Three's best interest to solve. Is this my only option out of this?

I would really appreciate any help any pointers in the right direction. I called the debt collector they tell me I have to solve the situation with Three. Calling Three or using the chat doesn’t solve anything as everyone simply lies to me. 

I’m sure posting here won’t do anything as Three has been showing it doesn’t care at all about it’s customers. At least I hope it helps someone else like me from ever doing my mistake which was doing the right thing.

[pina_ta]

Hi! Cancel contract\ from 01/04/2019\ and made new with Tree,so I got DPD label as promised and drop my old 4g router,

 then  I have the email from Three on 20/2024 :

We've got your return item and it's now on its way back to Three. 

Later on 24/01/24 i got another emal from Three :

Parcel returned . Your parcel has been delivered and received by INGRAM MANIFEST at 11:08 on Wed 24 Jan 2024

The next and last email from Three on 30/01/24 is:

We still haven't received your Home Broadband device. You'll need to return this by 14/02/2024, or there'll be a one-off charge of £105

applied on your account. So have proof from Tree of device being delivered but the same time  Three claim it’s not been received.

 Please help me make me sure my return is definitely processed properly .

[paulina6786]

I’ll send you a direct message - please check your inbox 

[paulina6786]

For some strange reason it doesn't let me send you a DM, so here it goes:

I can only share what’s worked for me. Your situation seems to be even more confusing given you received proactive updates about your return. I returned my hub via Post Office, so I was only able to check the status online.

Jonathan who appears on this community recommended to get in touch with the Social Media Team who apparently are an escalated team. They are also based in the UK. Here’s the link:

https://www.three.co.uk/support/social-media/social-media-webchat

They realised that there was a wrong IMEI device number put into the system, so it was checking for my new hub (as I renewed my contract) instead of the old IMEI. They were able to fix it and credit my account, which negated the fine they were about to apply.

Hope they help you too! I found the generic Three customer service to be useless but these guys are a lot more on the ball.

Let me know if you have any luck!

[paulina6786]

@JonathanB would you be able to help, please? I’m at my wits end…

Three saying” Thank you for sharing this with me and since you have given tracking ID we raised a investigation on this and the team has updated that the device is not yet returned however if you wish I can get this raised again for you and the team will get this investigated again.”

So I have proof of device being delivered but Three claim it’s not been received. What can I do?

[paulina6786]

Thank you for sharing your experience! I know it’s been a while but I just came across it as I’m experiencing similar issues. I returned the hub but Three want to fine me despite numerous conversations, sending proof of postage, and raising a complaint. They have now told me to cancel my direct debit and pay manually to avoid the fine being taken from my account, “while they check if the hub has been returned” - it’s been nearly 2 months since they received it, according to the delivery note…

[kyechoy]

The issue seems to have been resolved. At least I haven't been contacted again and when I asked the debt collector they said they had nothing in their systems. Three however, refused to reply regarding the situation to make sure it's been delt with. So until further notice, the issue seems solved.

My advice to anyone in the same situation, I hope you somehow still have an account in Three after cancelling your contract to make a post in the community forums as that will be your only option to deal with this issue.

Thank you everyone for your help.

[Hoboefc]

I am going through the exact same issue at the moment. Only had device as a stop gap for 2 months,sent it back over 2 months ago,kept tracking number for 1 month. Then 2 months later I get a letter and email stating a £105 charge. I have had numerous online chats and phonecalls but they are so repetitive with their questions it just goes around in circles, it's distressing and totally unfair as surely if they email after 2 months with a charge ,what's stopping them emailing 6 months or a year later saying 'oh by the way we never recieved our device back,here's a charge'. The customer service is of the worst quality I've ever known that it just feels like a big fraud in order for them to make free money.

[Threlly]

Will any damage to @kyechoy 's credit rating be rectified by Three?
I may be wrong but just the action of calling in a debt collector can have serious repercussions.
@kyechoycould have thousands of pounds worth of damage to his financial future due to this.

All due to Three's utter and complete customer service failure.

[kyechoy]

That's exactly what I'm wondering and I'm not sure about it...

@JonathanB I wonder if you can shed some light regarding this.