Postage and packing charge

[#1]

Yesterday, 7 October, the engineer you arranged to check our broadband said we needed a replacement router and arrange with yourselves for it to be sent.

No one told us that we would be charged £6.99 postage and packing until today when an email arrived.  Why are we being charged this?

[#2]

Hello @Tracy1

Thanks a lot for reaching out and I'm sorry to hear about what's gone on here.l Looks like some processes were not followed correctly on our end. I've just credited the amount off so it won't be charged on your upcoming bill.