Three Itemised Billing Charges (merged threads)

soul619

mtm990553 wrote: »

The biggest problem in this thread is there are too many people pretending to have cancelled their contract.

The genuine people who have followed the escaltion route via OTELO, 3's exec office, Customer Services, OFCOM, blah, blah, blah, are bemused as to why they can't cancel their contract when some people are saying they have did it simply over the phone or via OTELO, etc.

I don't think anyone has cancelled their contract successfully. The people who attempt to do it just keep getting knocked back - it is only the fantasists who seem to have cancelled (or they were at the end of their contract term anyway).

Read back a couple of pages - look at the confusion, delusion, etc.

Mental!!:eek:

FYI!!! this is post no 565 my first post i think! as it sais its how i cancelled so no not everyone is pretending to cancell some of us actually did! :T this contract had 6/7 months remaining!

Convert


Join Date: Aug 2008
Post Count: 31
Thanked 6 Times in 6 Posts


if your unhappy with 3 you can cancell legaly
this is an email conversation iv had with 3 as there changing there callin costs an acordin to section 4 an 10 if they change sumert that is detramental to u u can cancel free with no further costs but good luck they will try every way to keep you an say your wrong, i got the outcome i wanted as you can see from the start but the phone call i made lasted over an hour, you think you are talking to the cancellation team but your not its a retention team it took me 40 minutes to get to the cancelation team! there letter is dated the 5th august 2008 an you only have 1 month to cancel under these conditions an not everyone has recieved it it took 9 days for me to get mine!

they've messed me about so much it felt great to do this an you can too



Dear ********

I would like to reiterate that your account with us will close on 22 September 2008, as you're not happy with the first minute billing which has been introduced recently.
We’ll send you a final bill just after we’ve closed your account. This will include line rental up until the cancellation of your contract, as well as any usage outside your allowances for this period. You will not have to pay anything beyond this.
If you want to talk to us, just call 333 (free) from your 3 mobile or 08707 330333 (national rate) from any other phone - We’ll be happy to help.
Thanks for getting in touch.
Your views and opinions are important to us. Please take two minutes to complete our short survey at http://www.three.co.uk/responsesurvey. Your feedback will help us deliver a better customer experience.
Regards,

3 Customer Services
TRACKING NUMBER: *********************

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Original Message

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From:
Sent: 20 Aug 08 17:54:19
To: <[EMAIL="responsefrom3&#64;3mail.com"]responsefrom3@3mail.com[/EMAIL]>
Cc:
Subject: Re: Cancellation request


dear *********

i phoned your call centre following your request approximately half an hour
after receiving your email and spoke to a joseph falcao in your cancellation
department on 17th august 2008. he confirmed to me that yes my contract will be cancelled due to the detrimental changes in your terms and conditions
that come into effect on 23rd september 2008 and this will have no further
cost to myself except my last months bill up to my cancellation date on 22nd
september 2008 and that my last bill will be issued on 24th september 2008
he also confirmed again that any outstanding payments for the contract that
will be approximately £200 will not be charged due to this. when i asked for
this in writing he said to email you for this and you would email me back
confirmation in writing what was said on the phone.
I await your reply

********


On Sun, Aug 17, 2008 at 2:38 PM, <[EMAIL="Responsefrom3&#64;3mail.com"]Responsefrom3@3mail.com[/EMAIL]> wrote:

Dear **********

Thanks for your email requesting us to cancel the contract. I tried calling but was unable to reach you.

I'm sorry for the incorrect information given to you by my colleague earlier. I understand that you wish to cancel the contract, as you're not happy with the first minute billing which has been introduced recently.

To cancel the contract, I request you to call us and speak to our cancellation department. They are available from:

Monday – Friday : 8am – 9pm
Saturday-Sunday : 9am – 8pm

You can call us free on 333 straight from your 3 phone. Otherwise you can
reach us on 08707 330 333 (national rate) – we'll be happy to help.

I hope you reconsider your decision of leaving us.

Your views and opinions are important to us. Please take two minutes to complete our short survey at http://www.three.co.uk/responsesurvey. Your feedback will help us deliver a better customer experience.

Regards


3 Customer Services

Your views and opinions are important to us. Please take two minutes to complete our short survey at http://www.three.co.uk/responsesurvey. Your
feedback will help us deliver a better customer experience.

TRACKING NUMBER: *******************

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Original Message

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From:
Sent: 16 Aug 08 11:03:21
To: <[EMAIL="responsefrom3&#64;3mail.com"]responsefrom3@3mail.com[/EMAIL]>
Cc: Subject: Re: call charges and cancellation query

Dear *****

With all due respect the call changes i am refering to state that and i quote from your letter; "we wanted to let you know that as of the 23rd september any call lasting 59 seconds or less (including voicemail) will be rounded up to a minute"

The letter I'm referring to is dated 5th August Not the 26th October 2007 as you stated. therefore as this is detremental to me i am entitled to end my
contract without any further charges as it states in section 4.1 and 10.1d

4.1 We may vary any of the terms of your agreement, including our Price Plans, on the following basis:

1. any updated Price Plans and new terms will be available on our website and on request to 3 Customer Services;
2. if you are a Pay Monthly Customer, we will let you know at least one month in advance if we decide to:
1. discontinue your Price Plan; or
*2. make any variations to your agreement which are likely to be of
detriment to you; or
*3. increase the fixed periodic charges for your Price Plan (if applicable) by an amount which is more than the percentage increase in the Retail Prices Index Figure (or any future equivalent) in any twelve month period.

10.1 You may end this agreement in the following ways:
A. In certain circumstances under our Returns Policy. You may need to get in touch with 3 Customer Services to arrange Disconnection.
B. You can end the agreement during your Minimum Term (if you have one – this will be stated in your Price Plan) by giving notice to 3 Customer Services at least 30 days before the date you want to end the agreement. However, you must pay us all the Charges you owe, plus any Cancellation Fee for your Price Plan (as set out in the Price Guide).
C. On 30 days' notice, outside the Minimum Term. You can end the agreement if your Price Plan does not contain a Minimum Term, or if you want to end the agreement at the end of your Minimum Term or any time after your Minimum Term has expired, provided you give notice to 3 Customer Services at least 30 days before the date you want to end the agreement. (A Cancellation Fee will not be charged.)
*D. Within one month of a detrimental variation to your agreement. You can end the agreement within one month of us telling you about a variation to your agreement (which includes your Price Plan) which is likely to be of detriment to you. You must give written notice to 3 Customer Services within that month and your agreement will finish at the end of that month once we receive your notice. (A Cancellation Fee will not be charged.) *

i have given you my 30 days notice from the 14th August 2008 which is the date of my first email and as it states in section 10.1d i am not liable to any further charges due to the detrimental changes you have made.

I therefore await written confirmation that my contract will cease upon September the 14th without further charge to myself as writen in your Terms and conditions

*******


On Sat, Aug 16, 2008 at 4:22 AM, <[EMAIL="Responsefrom3&#64;3mail.com"]Responsefrom3@3mail.com[/EMAIL]> wrote:


Hi ****

I'm sorry to know that you're not happy with our new call charges and have decided to leave us.

We are the last UK operators to introduce a minimum call charge. We have made the changes in line with the way majority of operators bill.

As per the new call charging pattern if you speak for less than a minute your call will be rounded up to a minute. If it's more than a minute you'll be charged per second after the one minute is over. So there's no need to cut your calls short, just take it easy and get your money's worth.

These changes were made on the 26 October 2007 which is before your contract start date and this is the reason the terms and conditions don't apply for this particular change.

However if you still wish to close your account, you'll have to pay a fee. This is currently £218.87. Please bear in mind this doesn't include any outstanding bills, which you can pay the way you normally do.

I'd recommend you to wait for a month and see how you can manage your bills. You can use My3 to get an up to date snapshot of your spending helping you to stay in control.

I hope this information gives you an idea what you need to do next. You can get in touch with us on 333 (free) from your 3 phone or 08707 330333(national rate) and we'll be happy to assist you.

Your views and opinions are important to us. Please take two minutes to complete our short survey at http://www.three.co.uk/responsesurvey. Your
feedback will help us deliver a better customer experience.

Regards,

3 Customer Services

From:
Sent: 14 Aug 08 17:22:26
To: <[EMAIL="responsefrom3&#64;3mail.com"]responsefrom3@3mail.com[/EMAIL]>
Cc:
Subject: Re: Feedback from Hutchison 3G web site - Category:
Email-me-Contract queries -

Following the recent changes to your call charges as per your letter dated 5th August 2008, as these changes are of detriment to me I am writing to give you thirty days notice to cancel my contract, as set out in my contract in parts 4, 4.1b(ii) and 10.1(d) Please can you confirm as soon as possible that the contract will be cancelled after thirty days in writing. I understand from the contract and letter that no additional charges will be made for cancelling the contract. i am legaly intitled to do this as it states in section 10.4 of your contract terms and conditions -

Within one month of a detrimental variation to your agreement. You can
end the agreement within one month of us telling you about a variation to your agreement (which includes your Price Plan) which is likely to be of detriment to you. You must give written notice to 3 Customer Services within that month and your agreement will finish at the end of that month once we receive your notice. (A Cancellation Fee will not be charged.)

Thank you for your past service.



Kind regards,


On Thu, Aug 14, 2008 at 5:18 PM, <[EMAIL="Responsefrom3&#64;3mail.com"]Responsefrom3@3mail.com[/EMAIL]> wrote:

Thanks for your email.

This is an automated response. We're sure it'll answer your question but if it doesn't, click 'reply' and give us more details about your query. Please don't change the subject heading because this helps us direct your reply to the best place.

Once you've completed the minimum term on your contract, you need to give us 30 days' notice if you want to cancel your contract. The easiest way to do this is to speak to our Customer Services team.

If you want to change your account to Pay As You Go, we can do that for you. Or if you want to leave and take your mobile number with you, we can give you a Port Authorisation code (PAC).

If you haven't completed your minimum term and you want to cancel your contract, we'll have to charge you an early termination charge. This is equal to your remaining line rental.

If you signed up to your contract directly through us and you want to cancel under the 14 Day Money Back Guarantee, please speak to our Customer Services team. If you signed up through another retailer, you need to contact them to ask them about their return policy.

If you're near the end of your contract you'll be eligible for some great
offers like line rental discounts or a new phone. To hear about these
options, just give us a call.

If you have any further queries, call us on 333 from a 3 handset (free)
or
08707 330333 from another phone (national rate).

Thanks for contacting 3.

Regards

3 Customer Services
08707 330 333
www.three.co.uk
Welcome to our network
> > >
Have you logged on to My3? It's a great place to keep on top of your
account, buy add-ons and do much, much more. You can access it on your
mobile or on our website at www.three.co.uk/my3.
Help and Advice: www.three.co.uk/customer/help.omp
Important Documents: www.three.co.uk/customer/importantdocs.omp
> > >
>
> > >

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Original Message

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From:
Sent: Thursday August 14, 2008, 5:17 PM
To: <[EMAIL="3_customer.services&#64;3mail.com"]3_customer.services@3mail.com[/EMAIL]>
Subject: Feedback from Hutchison 3G web site - Category:

> August 2008

Dear Sir/Madam

Mobile Number: ********

Following the recent changes to your call charges as per your letter dated 5th August 2008, as these changes are of detriment to me I am writing to give you thirty days notice to cancel my contract, as set out in my contract in parts 4, 4.1b(ii) and 10.1(d) Please can you confirm as soon as possible that the contract will be cancelled after thirty days in writing. I understand from the contract and letter that no additional charges will be made for cancelling the contract. Thank you for your past service. Kind regards,

*********

lawsoftheland

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:

I think you should be given a copy because it part of your terms

lawsoftheland

lawsoftheland wrote: »

Hi Guys
If December not referenced to the footnote15 to pay monthly then how can the october be.....remember price guide get updated ...

kiwifruit_2

I received notification via a text message today that i will be being charged for itemised billing from 20th of the month....I have emailed them via the contact page but have not heard back yet....does anyone know how long it takes to receive the 'we have received your email' reply or can I assume they havent got it at all??? thanks

rev_henry

kiwifruit wrote: »

I received notification via a text message today that i will be being charged for itemised billing from 20th of the month....I have emailed them via the contact page but have not heard back yet....does anyone know how long it takes to receive the 'we have received your email' reply or can I assume they havent got it at all??? thanks

You will probably hear some form of communication from them within 24 hours.

mishkanorman

depends what you are asking aswell !!

kiwifruit_2

mishkanorman wrote: »

depends what you are asking aswell !!

not heard anything yet and maybe its because im telling them to take a long walk off a short pier lol :rolleyes:

rev_henry

kiwifruit wrote: »

not heard anything yet and maybe its because im telling them to take a long walk off a short pier lol :rolleyes:

You should get something back, probably just an unhelpful autoreply, sometime today. You'll then have to reply to that email to get a human being to read it.

rev_henry

Just got off the phone to OTELO for an update on my case. Apparently OTELO received 3's 'side of the story' on the 7th, and its now going for investigation by an, erm, investigation officer! I am told it should all be wrapped up for me within 4-6 weeks, so we shall see! How's everyone else with a case in progress with OTELO getting on?

NetV

rev_henry wrote: »

Just got off the phone to OTELO for an update on my case. Apparently OTELO received 3's 'side of the story' on the 7th, and its now going for investigation by an, erm, investigation officer! I am told it should all be wrapped up for me within 4-6 weeks, so we shall see! How's everyone else with a case in progress with OTELO getting on?

OTELO took my case over the phone and then sent my a copy of the complaint to sign. It took a week for this to arrive. I had to make some changes to the statement as some of the detail was incorrect. OTELO then sent it me again a week later to sign again. This has only just gone back to OTELO so it looks like there may be a good few weeks before I hear anything. I have made it clear in both corrispondance to 3 and to OTELO that my complaint isn't that 3 have made this change to their pricing by introducing first minute billing but rather that this will be detremental to me. Also that 3 did not make this clear to me when I upgraded, only that they pointed me at the web site to verify the T & C's and price plan, something that I could not do at the time due to no internet access. Even so the bit about this change in their footnotes may or may not have existed in Feb08 and 3 can't even prove this to me.
Can anybody who has complained to OTELO, post here their main points of complaint - so we can deduct what has failed to date?