Three Itemised Billing Charges (merged threads)

davieg11

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?

That is what happened with my case. I signed a complaint form, the investigation officer looked into it, then he sent me a letter saying that I could not cancel contract. They hit you with bull about 10% detrimental etc. Obviously if you make 300 calls around 3-5 seconds a month, as I did, then that was around 15 minutes call time and will now be 300 minutes call time.That is certainly more than 10% detrimental to me.

rev_henry

davieg11 wrote: »

That is what happened with my case. I signed a complaint form, the investigation officer looked into it, then he sent me a letter saying that I could not cancel contract. They hit you with bull about 10% detrimental etc. Obviously if you make 300 calls around 3-5 seconds a month, as I did, then that was around 15 minutes call time and will now be 300 minutes call time.That is certainly more than 10% detrimental to me.

Interesting, thanks for that. We'll have to see what happens then. The 10% thing seems ridiculous to me as well. And I take it you can't write back and say that?

lawsoftheland

NetV wrote: »

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?

The only link to 3 service terms are the price guide which the real deal so if there is no reference to the footnote 15 to the price guide or if the price guide is not listed the new terms dont effect the price plan.the footnote have to be referenced it cant be a text by it own has to be referenced.
Like in the past price guide...

Footnote15 from the Dec2007
price plan not listed

For customers other than
those on Mix & Match, Flat12 or Stretch
tariffs the calls will be billed per second
from the start of the call for a promotional
period (until 31st January 2008). The call
duration will be mathematically rounded
to the nearest second. Individual events
are charged excluding VAT and are
mathematically rounded to one tenth
of a penny. VAT is then calculated on the
total of all charges that are VAT applicable,
and these total charges are then
mathematically rounded to
the nearest penny.

Had a long chat with otelo they baffled what promotion is this footnote15 indicating?if it not
flat12 or stretch that pay as you go and they are referenced in the price guide to the footnote15.many inconsistcys....

Pdog

I stumbled across this post, because I have just received a text from 3 regarding the £1 extra charge for Itemised billing. Could someone that has managed to successfully cancel their contract by writing to 3, post their cancellation letter?

They should have given me at least one months notice according to the T&C's instead they have given me 6 days!

rev_henry

Pdog wrote: »

I stumbled across this post, because I have just received a text from 3 regarding the £1 extra charge for Itemised billing. Could someone that has managed to successfully cancel their contract by writing to 3, post their cancellation letter?

They should have given me at least one months notice according to the T&C's instead they have given me 6 days!

Read through the rest of the thread and you will find several.

Mr_Zippy

mishkanorman wrote: »

I took it to mean that otelo cant influence business decisions by mobile companies ie if three want to charge per minute round ups they are entitled to, however what we are all contesting is the fact that we have the right to cancel as per the T&Cs and three arent allowing this,

I think otelo are looking at the wrong part of your complaint, your issue (i presume) is not the fact that three have made the change but that they arent allowing us to cancel becuase of it, and have failed to inform of this change correctly,

if you have the mental energy it may be worth re-explaing this


mishka

I am awaiting the decision from OTELO, the bloke I spoke to thought I had a good case - I put my case clearing in an email, verbally and in a letter to OTELO.

I cannot really go into detail as I don't want anything to affect my case.

But as has been said by me and others the issue is not with them charging for the first minute, it's with them not giving adequate notice of the charge to your T&C's and the ability to terminate your contract without penalty per their own T&C's.

When you renew your contract you re-agree to the same contract you already have - so if they didn't already notify you of any changes then there are not any... Anyone renewed car insurance and seen the letter with the list of changes to your new agreement... Mmm. Don't recall 3 sending me a list, or notifying me last October when they changed the T&Cs...

Also look at last years price guide and see how clearly this change is shown, not...

Mr_Zippy

lawsoftheland wrote: »

The only link to 3 service terms are the price guide which the real deal so if there is no reference to the footnote 15 to the price guide or if the price guide is not listed the new terms dont effect the price plan.the footnote have to be referenced it cant be a text by it own has to be referenced.
Like in the past price guide...

Footnote15 from the Dec2007
price plan not listed

For customers other than
those on Mix & Match, Flat12 or Stretch
tariffs the calls will be billed per second
from the start of the call for a promotional
period (until 31st January 2008). The call
duration will be mathematically rounded
to the nearest second. Individual events
are charged excluding VAT and are
mathematically rounded to one tenth
of a penny. VAT is then calculated on the
total of all charges that are VAT applicable,
and these total charges are then
mathematically rounded to
the nearest penny.

Had a long chat with otelo they baffled what promotion is this footnote15 indicating?if it not
flat12 or stretch that pay as you go and they are referenced in the price guide to the footnote15.many inconsistcys....

I made this point a long time ago, and I am sure I have seen it mentioned elsewhere too.

A footnote means nothing unless it is referenced on a page relevant to your contract.

Compare last Decembers Price Guide to the current one...

Mr_Zippy

Well I am now in possession of a preliminary decision from OTELO, I don't want to pass any comment here until it is made final.

Assuming there is no reason why I cannot, I will then pass further info here.

Watch this space, I only post this as an update.

rev_henry

Mr_Zippy wrote: »

Well I am now in possession of a preliminary decision from OTELO, I don't want to pass any comment here until it is made final.

Assuming there is no reason why I cannot, I will then pass further info here.

Watch this space, I only post this as an update.

When did you first raise your OTELO dispute? Just to give us some idea of a timescale.
Thanks.

jasonwatkins

i guess i'll pose the most obvious question as well - if the decision goes in mr zippy's favour and does indeed say that 3 failed to adequately notify their customers of the various changes before implementing them, would this essentially open the doors to anyone who upgraded/renewed before the end of last year to cancel regardless of letters ?