3 have billed me for a phone I canceled

[wright3]

A few months ago I ordered a phone. I didn’t like it so I sent it back. The company I ordered it from said it was canceled; all I had to do was cancel the direct debit (I did so). Now I have a bill from 3 saying that my last bill is overdue!

Is this common?

Is it easy to sort out?

I have emailed 3 about it, no reply yet.


Any comments would be welcome.


Thank you

RW

[crusher21]

A few months ago I ordered a phone. I didn’t like it so I sent it back. The company I ordered it from said it was canceled; all I had to do was cancel the direct debit (I did so). Now I have a bill from 3 saying that my last bill is overdue!

Is this common?

Is it easy to sort out?

I have emailed 3 about it, no reply yet.


Any comments would be welcome.


Thank you

RW
get in touch with The company u ordered it from see if they can help
when you email 3 it seems to take ages to get a reply

[wright3]

has any one else had this problem?

RW

[3//JimmyD]

Sounds like the company you got it through is to blame - they've told you the contract is cancelled but haven't cancelled it properly.
Phone Three customer support and make sure it's been cancelled properly. Also ask the date it was cancelled on.

[wright3]

yeah, i think the people i got it from are to blame. It was e.2.sa.ve btw.

RW

[omoho1]

I had a similar problem with phones 4 u. Make sure you get a disconnect code from who ever you brought the contract from and then ring three customer services and quote said number. Don't forget that you'll have to pay for the content and calls you made if any.

[wright3]

i emailed the CEO of 3 because i havent had a reply from 3. Mabey this will help. :)

RW

[JB's Best Mate]

Why not just contact the retailer as suggested ?
All dealers are given a cease code when they disconnect a handset , without this the phone is still live and it makes no difference if you returned the phone or not.

Contact your retailer get them to give you the cease code , if they didnt disconnect it when you requested get them to pay the bill.
If they give you the cease code , three will then be able to confirm the disconnection date.

[wright3]

Why not just contact the retailer as suggested ?
All dealers are given a cease code when they disconnect a handset , without this the phone is still live and it makes no difference if you returned the phone or not.

Already have. no reply from e.2save as yet.

RW

[JB's Best Mate]

Sounds like they might not have disconnected it ?

[wright3]

yeah. Even so my account details they say that it has been canceled, strange



its annoying because i plan to buy another phone on 3. It will be on the same price plan so will cost the same each month. This could get confusing if it isnt sorted out soon.

Thanks

RW

[wright3]

e.2save have given me a disconect code. It must be 3's fault

RW

[ictus]

This happens a lot.

do the following.

contact 3 customer service (I know it's bad)
go to billing and contracts
then explain.

this will often not help, but repeat a few times and you may get someone that knows what they are doing.

if this doesn't work, try poping into a 3 store - weekday mornings - not monday - most are happy to help though as you aren't their customer they don't have to.

they may get a bit further, but you need to keep pushing or you may get a bad credit mark against your name.

[wright3]

yeah, i have emailed the CEO of 3 so he should be able to sort it out if all that dosnt work.

Thanks

RW

[3//JimmyD]

if this doesn't work, try poping into a 3 store - weekday mornings - not monday - most are happy to help though as you aren't their customer they don't have to.

they may get a bit further, but you need to keep pushing or you may get a bad credit mark against your name.

Unfortunately we don't have the ability to look at anyone's records, accounts or do anything with contracts except sell them. But we can give you a free phone line and a seat and the CS number!
I wish we had more control over problems on the shop floor, but as with many companies we're given everything we need to sell and nothing more.

[18736]

Unfortunately we don't have the ability to look at anyone's records, accounts or do anything with contracts except sell them. But we can give you a free phone line and a seat and the CS number!
I wish we had more control over problems on the shop floor, but as with many companies we're given everything we need to sell and nothing more.

So you never heard of Channel support then, jimmy (where customer is in store / authorises you to speak for them)?

You call a special number in GLASGOW and sort stuff out for the customer???

Ask your boss about 3seller support and channel support.

THAT department generally kicks ass!!!
I'm sursprised that a 3 store doesn't know about it!
:(

[3//JimmyD]

So you never heard of Channel support then, jimmy (where customer is in store / authorises you to speak for them)?

You call a special number in GLASGOW and sort stuff out for the customer???

Ask your boss about 3seller support and channel support.

THAT department generally kicks ass!!!
I'm sursprised that a 3 store doesn't know about it!
:(

Of course I know about channelsupport :p what I meant was we can't do our own channel support, as in we can't get customer records up on screen etc to check details.
Often we have customers coming in going "so and so on customer support promised me a free upgrade and you have to honour that because theyve put a note on my record saying so", and we have no way to check that other than sitting on the phone to customer/channel support (listening to Dido's hold music).

[ictus]

channel support doesn't kick too much ass, but it can help a customer find out more than mumbli-bye can, and that is a help so a 3 store can help - or are you in a 3forU store, ie we just sell if you have a problem bog off.

no a 3store can't move heaven and earth, but you'd be surprised what can be done with a bit of knowledge about the system.

just putting someone onto CS is a waste of your time and theirs, so learn to use the tools in front of you.

then when you've shown them what a real retail can do, sell them another phone - yes it does work.

[3//JimmyD]

just putting someone onto CS is a waste of your time and theirs, so learn to use the tools in front of you.

then when you've shown them what a real retail can do, sell them another phone - yes it does work.

The only time we put someone on the line to CS is when they say "bob at CS promised me this deal, and you have to honor it." (which happens surprisingly frequently). We don't have any other direct line to bob except through phoning CS and asking for bob ourselves, and as CS often takes a while to answer, sitting on the phone whilst a line of customers builds up behind us is also a waste of time. Remember there's only ever 1 or 2 sales assistants in store at a time in most Superdrug stores.

I'm not defending the way we work. As I said, it'd be a lot easier if we had records access.

[18736]

channel support doesn't kick too much ass, but it can help a customer find out more than mumbli-bye can, and that is a help so a 3 store can help - or are you in a 3forU store, ie we just sell if you have a problem bog off.

no a 3store can't move heaven and earth, but you'd be surprised what can be done with a bit of knowledge about the system.

just putting someone onto CS is a waste of your time and theirs, so learn to use the tools in front of you.

then when you've shown them what a real retail can do, sell them another phone - yes it does work.

Well said, ictus.

I use channel support all the time. Gets stuff done! I get third party auth for my customers and sort their stuff out.

I have arranged:

Bill recalcs
Credits
New handsets
Replacements
Repairs
New SIMs
Transmitter repairs
...

By the way, 3seller channel support kicks ass for ME! ;-)

[3//JimmyD]

I have arranged:

Transmitter repairs
...




woah :cool:

[18736]

Like I said before. You gotta study and learn the system!

The more you know the better you become, the more you sell, the happier ya customer is!

;-)

[3//JimmyD]

Like I said before. You gotta study and learn the system!

The more you know the better you become, the more you sell, the happier ya customer is!

;-)

I've been working for 3 less than a month. I'm doing quite well considering :p

[18736]

Fair play then mate.

I have been selling phones for 7 years.

You never stop learning though.

I have picked up some good little tips for my 3 customers, since I switched all my customers to 3.

Best wishes

[3munky]

hey wright3,
what happened finally??look ,if 've got the deactivation code from your dealer...call CS..ANYONE at the contracts dept will be able to do the needful and take your request for closure of your contract with 3...do give them the deactivation code ...they will process and forward the request and have your A/C with 3 closed down....................hope this helps

[wright3]

hey wright3,
what happened finally??look ,if 've got the deactivation code from your dealer...call CS..ANYONE at the contracts dept will be able to do the needful and take your request for closure of your contract with 3...do give them the deactivation code ...they will process and forward the request and have your A/C with 3 closed down....................hope this helps

It was cancelled by the 'excutive department'.

Thank you for all your help.

Russ

[3mole]

email collections.mailbox@three.co.uk and advise them of your situation.
If you have the deactivation code all the better,if not dont worry just tell them you returned handset under the 14DMBG.yes collections have been lumbered with 14DMBG as well as F&S.
Gotta agree with 3seller about channel support

[18736]

Gotta agree with 3seller about channel support

Ta buddy! Glad someone appreciated I know what I am talking about ;)