Three Itemised Billing Charges (merged threads)

rmjowen

HGLTsuperstar wrote: »

Has anyone else not received anything from 3 about this? Are they just targetting customers at random?

The first I heard about it was yesterday when I called about an unrelated matter. The woman on the phone asked if I wanted to switch to e-billing as I will be charged for itemised from October 21st. I haven't had a letter, but assume I will get one soon.

davieg11

bindiboo wrote: »

my latest email from 3

Thank you for your email, in which you highlighted your continuing dissatisfaction with 3 and your request to cancel your account, due to a change in your Terms for 3 Services.

As subsequently advised by my colleague Lesley Dore, 3 added a term to the Pricing Guide on 25th October 2007, which informed customers that all calls made will be initially rounded to the first minute and billed per second thereafter.

This means that customers joining or upgrading with 3 after this date, are subject to, and would have agreed with, our new Terms for 3 Services, preventing cancellation without penalty on these grounds.

As you upgraded your account with 3 in January 2008, you would have agreed to the Terms for 3 Services in place at that time, which included this billing change. We are therefore unable to cancel your account at this time, without the applicable Early Termination Fee.

We would strongly refute your claims that 3 are proactively trying to delay customers from complaining about this issue. Customers who are affected by this change have and still are being dealt with effectively and in a timely manner.

With regards to your request for a Letter of Deadlock, I must advise that this will not be considered, as it is 3's belief that no state of deadlock exists in your case. As previously advised, this change was already in place and therefore would have no detrimental affect on you.

Thank you once again for bringing your concerns to my attention and I trust that this now reaffirms 3’s final position in this matter.


Yours sincerely,


This email itself confirms their final say so could it be considered as a deadlock? :rolleyes:

Just contact otelo and tell them that 3 have gave you a final position e-mail which you do not agree with and you are in deadlock. Thats what I done and otelo took on my case and surprise surprise after no communication from 3 for 2 weeks a deadlock letter arrived in post after they had point blank refused to give me one.

jasonwatkins

i resigned myself to not getting anywhere with this a while back now, so i'll certainly be interested to see the outcome from OTELO for sure ..

wozwebs

Does anyone know the local rate alternative for calling 3's customer services from a landline? say no to 0870 is currently down

dunfallinover

Thanking everyone here for most helpful info in my recent tussle with 3 on contract changes managed to get through on 01412048674 even if that involves a call back .

Very happy outcome on two 3 contracts , had a pleasant and positive chat with Charles Borkas in the executive office who agreed to reduce my costs from £50+ to £25 . Felt this was definitely better than awaiting OTELOs decision .

Used 3 for four years , okay that is let important than how much money they can make but still rate them as the cheapest for my needs .

HGLTsuperstar

If you haven't had a letter about this and 3 just start charging without mentioning it - what's the legal position?

indiegirl_2

Quick question... as there's many, many posts in this thread now.

Contract (18mths) was taken out in June 07 (prior to the 'golden deadline').
£15 texter (previously Direct Text 675).
Due to end in Dec this year.

Just received the Itemised Billing letter (and rounded-minute charging).

Under the rounded minute billing, do we have the option of cancelling the contract (slightly) earlier without penalty (under 10.1d) as the contract was taken out before the Ts & Cs changed?

I take it that a phonecall requesting PAC & notifying of cancellation, followed by email and recorded delivery letter is the best way to go?

Thanks in advance.

kidcat

Hi, yes you should be able to cancel, probably best to skip the call centre and email the exec office direct, they should call you back within a few days and give you the option of cancelling. Good luck.

Mr_Zippy

indiegirl wrote: »

Quick question... as there's many, many posts in this thread now.

Contract (18mths) was taken out in June 07 (prior to the 'golden deadline').
£15 texter (previously Direct Text 675).
Due to end in Dec this year.

Just received the Itemised Billing letter (and rounded-minute charging).

Under the rounded minute billing, do we have the option of cancelling the contract (slightly) earlier without penalty (under 10.1d) as the contract was taken out before the Ts & Cs changed?

I take it that a phonecall requesting PAC & notifying of cancellation, followed by email and recorded delivery letter is the best way to go?

Thanks in advance.

As your prior to the deadline date just call customer services, you should have no problems, apart from them trying to offer you something to stay with them.

Executive office is likely to pass your letter to standard customer services.

kidcat

Mr_Zippy wrote: »

As your prior to the deadline date just call customer services, you should have no problems, apart from them trying to offer you something to stay with them.

Executive office is likely to pass your letter to standard customer services.

Most people found that customer services simply lied and refused cancellation, and only got sorted after contacting the exec, going straight to them simply speeds it up. If they tell her to contact the call centre she can say she has and that they refused. They cant tell anyway, when I spoke to them they had no record of my spending almost an hour arguing with customer services, I offered to play the recording I had back to them! But they werent bothered they just gave me my PAC. :j