Unfair £105 charges

[Hoboefc]

I sent a device back over 2 months ago, a 5g router as I needed for 2 months until I had Sky installed. Then just over a week ago to my horror three decide to email and text me that I owe then £105 as they haven't recieved the device,2 months later!!! As I discarded the tracking receipt after 30 days, I don't have it. So what is stopping three emailing everyone 6 months after returning devices saying the owe £105. Why am I receiving these emails and texts over 2 months later. My account was closed and fully paid up and device sent back the same day I recieved the return labels and packaging. The online chat is useless as that cuts you off before you finish writing a sentence and I finally got a call last Friday with a lady saying she was the highest point of escalation only to then say my complaint would be passed on to 'logistics'. .y response was 'You said you are the highest point of escalation' but never recieved a response to that. I was then told I would be called today with an update but lo and behold,never hot a call but I did get standard text saying 'you're account is closed but you have an outstanding balance'. The customer service is the worst I've ever known and the lack of investigation into complaints is clearly non existent. The communications and customer service is obviously secondary to this company and the absolute gall of them to demand payments for things that people don't have and have followed all the procedures correctly is disgraceful.

[JonathanB]

Hi @Hoboefc,

I'm sorry to hear about your experience, and I've sent you a PM to get you in touch with some more help in case this hasn't been resolved yet. The team I've directed you to there should be able to help further.

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