Incorrect billing

[RogerD3]

My previous router stopped working and I was advised by the Talk Talk tech team that it needed replacing. I was assured that this would not cost me, and that I would get a return envelope to send the defunct router back. I received the new router but no return envelope, and I have since been billed for the router and postage. I look forward to a new bill minus the router and postage, and if you send a return envelope I will gladly send the old router back.
Please note that this is the third time I have written this as I was advised to start a "new topic." I hope this will generate a proper response without any further prevarication.

Thank you.

[Arne-TalkTalk]

Hi RogerD3

I can see a credit has been applied to your account for the incorrect charges. 

Regards

[Gliwmaeden2]

The staff replies have not been to prevaricate, @RogerD3, but to avoid confusion between different customers in the replies.

It's important to avoid any ambiguity in correspondence, particularly when it comes to accounts.

You would have been warned about the necessity to return the old router with a reasonable notice period - usually 42 days. Customers do have to follow up if they have no returns bag. These are not sent out without further prompting from the customer, presumably as part of the efforts to mitigate climate change, avoid unnecessary waste etc.

Staff are not back on here before Monday. 

Chat remains open till 9pm. Phone support is available on Saturday  [not Sunday] 9am till 6pm.