Request assistance with issue

[matt66]

Hello All

i am rather pissed off with 3 customer service , and heres why , i am 17 years old , so im not old enough to take out a contract myself, so last chirstmas i was browsing the 3 site and came across a great deal where i got 300 minutes , 1000 texts for £15 a month for a full 18 month contract (direct text 1400) , the downside being it came with a refurbished phone , so i got my mum to take out the contract and i pay here every month for it , sounds resonable? thats what i thought.

12 months down the line , i get a peculiar bill , for £25 , thinking that its just a mix up i ring one of their delightful foriegn call centres :dead: , and they ask to speak to my mum ect.. at first this lady said yes their had been a mistake and that they would refund my mum the money as we pay by direct debit , she said it would be done next month. thats fine , however ,2 days later , 3 ring me and say actually , that i do have to pay £25 a month for the next 6 months because my contract didnt come with a refurbished phone! at this point i was fuming . i told her that my contract came with a refurbished V3XR , and surely they no this because i bought it from them! it should be on their system! ohhhh no , aprently not , the delightful indian women :dead: then asked for proof of this , me being a complete prat seemed to keep every piece of documentation , bar the one that says what my contract actually contained. so i could see where this was going and said that i wanted to cancel my contract , she said id have to pay it in full. forget that , so i figured until i find proof im stuck.

a few questions , when i reach the end of my contract , how do i cancel it , can i give them notice that i want to cancel it? or will the contract run out on its own accord , or will the *******s keep charging me???

thanks alot


Matt :)

[acoolwelshbloke]

You need to give 30 days notice 30 days before your contract is due to end!

[peterkinxl5]

Well sadly this appears to be an area that Three haven't improved quite so much.

My N95 8GB is also via a 3rd party, not because I'm under 18 but because I ended up being bankrupted after a divorce.

Sadly you are in a position where 3 don't have to converse with you as you are not the main contract holder.

What you need to do is pop into your local 3 store and ask for their HQ's phone number as you want to praise their service (you won't get it if you are in there wanting to complain...). You then ask your mom to phone and complain, and if she's got through to the right person, the matter should be resolved quickly.

Incidentally, the contract will NOT finish automatically after 12/18 months. Your mom will have to write in and give at least 30 days notice if you are still determined to leave.

Hopefully, you should get your matter sorted. I've been on all networks and owned over 80 (!) phones since 1994. I can tell you all networks have their issues and on balance 3 are no better/worse than the others.

It might be worth sticking to 3 even so, I can promise you their network has improved by a staggering margain recently and on that point alone in my experience it's better to stay with 3 and get them to resolve your issue.

[Petershore]

This is also a common issue with Three.

Both my wife and I are on the same plan, get a free refurbed handset and half price line rental for the full 18 months at £15pm.

However as I don't check my phone bills, we've both been paying £30 for about 6 months.

Having gone into local three store, they dropped an email to CS, and it was all sorted out within 2 days (my wife didn't have her paperwork either). They all said that they had had a number of people with the same issue.

It might be worth going into the store and asking them to email CS and see what happens.

Good luck!

[thedonz]

I would have thought that because they have accepted £15 per month for the past 12 months then this in effect is the contract, and it should be upto them to show YOU any different.

I'd ask them to prove you should be paying more, and bear in mind they have to keep all of your records for six years minimum including recorded phone calls (which they do). You are entitled by law to have a copy of all of those for a maximum charge of £10 under the Data protection act.