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.

[jjmmtt]

I had the same issue, returned the defective device,  cancelled my broadband service ASAP,  also waited for the shipping form so I can return the device but nothing,  took them weeks or rather months, I keep calling they would cut me off, even the chat service is so slow and would disconnect you. I was promised that they will not charge me and the device has been returned and acknowledged. But still they charged me £118 and told me that they have not received the device. (Not my problem) they are making alibi ang excuses. So disappointing!

[PeteG]

Hello there. 

Welcome to the Three Community. 

Oh, that's not great. What date did you return the hub, and when did you last speak to the team? Did you have the return tracking information to give to the team? This usually helps them locate the delivery. 

Pete.

[lxttie]

After reading all of these experiences, finally had it happen to myself. Account closed a while ago and heard nothing more, then got a bill today for £124 (my current contract is supposed to only be £13 a month). Being told that its a £87 something charge for not returning the home broadband from my old 1 month contract. Not surprised, i had expected this after reading posts like these. As i had prepared myself, i sent the broadband back using royal mail tracked. Called three and was told that the device is at the warehouse and that they would supposedly fix this for me, person on the line told me she would call me back at 3pm. Haven't heard from her. So i went onto the live chat on the website, again supposedly they have put a billing investigation in for me and that they usually take 48 hours. I highly doubt it will be sorted. Why are the customer support teams so shocking. I also had the problem with not being sent the return bag for the broadband in the first place - that took 2 weeks and many calls to solve, in the end i put in a complaint and finally then it was solved. So i have resorted to doing the same again. Its crazy, i feel like they wait a bit, then put the charge through for everyone in hopes that people just give up and pay it. Daylight robbery. It has really ruined my view of Three and I hope that wherever I move to in the future has fibre. 

[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.