No returns bag for my old router

[shepped]

Hi All

Recently cancelled my services with Talk Talk and moved on to a different provider

Struggled to get my overpayment refunded however eventually had notification that the amount would be transfered in the next few days ..fingers crossed. Main issue is that i keep asking for a returns bag to be sent so i can sent my old router back however this does not materialize, even raised this as a complaint but still nothing. My fear is that i will get charged £50 through no fault of mine...use to be an old Shell customer but Talk Talk are insistent that the router needs to be returned any help much appreciated

[nomfezeko-TT]

Hello there, thank you for reaching out to us regarding your recent experience with TalkTalk. I understand how frustrating it can be to deal with the return of your old router and the concerns about potential charges. First, I want to assure you that we are here to help you resolve this issue. Since you’ve already raised a complaint and requested a returns bag, I will check out for the recent update and place an order for your returns bag, I will need you to confirm a few things for me so will request discussing these privately as we cannot discuss account information publicly. 

Thanks,

-Fez. 

[Gliwmaeden2]

Staff will be able to send you a returns bag, @shepped.

They are on here during the day tomorrow. 

Overpayment is usually refunded to my account, so you will have needed to then claim it back - it's not like energy companies which pay back anything you are in credit for directly to the bank.

It takes a while to get the final bill for £0.00 with Talktalk, which is why we recommend leaving your Direct Debit details in place until you receive that last £0.00 invoice.