Overcharging additional router and line

[VixP]

At the beginning of the year I ordered a 5g router, after a couple of weeks I noticed the router wasn't working at the speeds promised so I called for technical customer service (2× phone calls at over 1hr each) which ended with ee saying my 5g wasn't switching to 4g when needed so they would send out a replacement at no further charge to fix the problem

I recieved the replacement 4g router which was worse than the 5g router speed wise so ee asked me to return the 4g router via dpd. I returned the router as per dpd process and after a few months calling and chasing ee to remove an extra line and router from my bill they are now declaring they never recieved the router back, that the qr code for return was never used, even though it was, and are now charging me £240 for an additional router and line.

Has anyone else been through this? What was the outcome? I can't afford to let ee charge me for an issue that's either with ee or dpd.

No proof of delivery as the dpd process was to drop off to a locker and the dpd lockers don't have print capabilities

[Peter_W]

Hi @VixP.

Thanks for reaching out to us here on the Community. 

If we had agreed to a return and requested this through DPD, we would definitely expect this to be logged on your account. 

Provided you still have the tracking details for the return request too, we should be able to locate these within the DPD portal as these still show after an order has been completed.  

We don't have access to your account via these forums, but I would recommend getting back in touch with our team, and if you can provide as much info as possible, for example the date and time of calls and any tracking numbers, this will help us in locating all the relevant details. 

Alternatively, you could also raise this directly with our dedicated complaints team, who will ensure this is logged on your account and help investigate the details of your case.

Peter

[VixP]

I was given no tracking info, this collection was arranged by ee, they are the account holder. All I was given was a "simply scan and return, no need for a label" qr code text from DPD, which I did 

I will attempt to speak to customer service and try and raise a complaint, maybe call number 23 will be the charm