I have had a similar issue. I switched from BT to EE and was requested to return equipment, which I duly did by returning my old home hub and 4G mini hub in the empty box my new EE hub came in. This was returned via the return and recycle method and I kept my receipt as proof of sending. I first received a text msg and an email that they had received my package. Then I received a further email and text message that the 4G mini-hub needed returning. I contacted them to state that it was all in the box. They stated they had amended the record, stating all was complete and returned. 3 weeks later I get another email and text message asking me to return my mini hub and that I would be charged for not returning. I had to contact them yet again. During the online chat I asked if I could send them a picture of the box, which I had taken showing all the contents, but there was no facility to do this in the chat. Even though I had my receipt as proof of return it made no difference because EE were claiming that not all the items were present. I was assured for a second time that the return was complete. I shall see if I get a 3rd request. See pictures below.
