Thanks for getting back to me.
I got a new Horizon box in December. This was to replace the existing box, which after some good years service stopped working. Apparently there was a letter sent requesting that the old TV box and modem should be returned. I don’t recall receiving such a letter but I could have missed this (work travel, new bambino!). I did receive a “reminder” letter, one each for the box and the modem about returning the devices, and that I would be charged if I did not return them. By the time I got around to returning them, I had already passed the deadline stipulated in the letter by a few days (again, work travel & bambino). I e-mailed through the contact form to ask what I should do - I still had the devices so I was not against returning them. I mailed again through the contact form a few weeks later when I did not get a reply. I was still waiting for a reply by the time my monthly invoice came through with the charges for the two devices.
I can understand that from Cablecom’s point of view, they sent a letter to customer to return devices, did not receive them so sent a reminder letter. Did not receive them so charged customer for non-return.
From my point of view - was not aware that devices needed to be returned at all. Did not receive the original letter requesting this. Owing to personal circumstances would be a few days late returning devices based on “reminder” so contacted Cablecom to ask what I should do with devices. Got no reply so sent another e-mail on this, got no reply and invoice landed with charge.
Sorry if this is a bit long-winded!
I still have the used TV box and modem so do not have an issue returning them. I am not happy with being charged for not returning something that I told Cablecom that I would return. Could you please look into this and advice what, if any recourse I have?
thanks a lot!