Hello. My contract ends on 14 August but I called customer service team in advance (probably in mid July) and they said they had scheduled a cancellation for me and sent me a return kit. I understood that I would not have to return the kit immediately but I just received a text message urging me to return equipment within 9 days or else I’d be charged. Would someone please help me what to do with this? I still have 14 days until I cancel the contract.
Thanks for your post on our Community Forums and I'm sorry for any confusion caused
Can you tell me if you've received the jiffy bags, since your post on our Forum?
We wouldn't expect the equipment back until after the contract has come to an end. We do then, of course allow a period of time for the equipment to be delivered, where it's then scanned in at our end to confirm it's been returned..
When sending the equipment, we do advise keeping hold of the receipt of recorded delivery so we can look this up, should any charges be added to your account prematurely