I had to end my contract in advance due to personal reasons and I had to leave the country.
I paid the amount of money I had to pay because the contract ended 6 months in advance and I understood that.
I firstly contacted the live chat 12 days before my departure to return the TV stuffs and router and ordered the return kit.
That has been confirmed and was going to arrive in 3 working days.
After a week kit wasn't delivered and I contacted again the live chat asking for explanations and I've been told that no kit has been requested at my address and it was going to be done straight away. Considering that I didn't know if I was going to be on time to return it I asked if there was any other way to return the stuffs and I've been told no.
After 5 days I did not receive anything and I left the stuffs to my neighbour that was leaving as well the country after 6 days.
I had another chat, same problem, nothing requested, it's going to be ordered and so on.
Nothing arrived and I lost track of the stuffs after 16 days of my first request.
I contacted the live chat again asking for info because I did not want to pay fees and I've been told that no kit has been requested but He was happy to do it for me. I kindly explained my situation being already abroad and he decided to order the return kit anyway and unpolitely closed the call.
I finally spoken after 2 months where I couldnt reach any advisor on the chat and the guy understood the situation and told me that I didn 't need to pay fees because the return kit wasn't ordered 3 times and wasn't my fault. I was happy, he got my feedback very positive but now I have the fees to pay on the bill and I don't manage to talk to any advisor, I'm abroad, I can't call and the website crashes continuosly on my computer or phone or once once I login. If I use another devices everything works until I login...
Is this normal? why I have to pay? why I can't be contacted?
I raised several complains and the website does not work.
