Three Itemised Billing Charges (merged threads)

chunky_tesco

Ive just rang 3 and asked for my contract (18 month) to be cancelled until the terms and conditions of 10.1d and have been told I have to pay up to the end of my contract (Sep 2009) as I took out my contract after October 2007. Surely this is a lie??? I am absolutely livid with 3

A manager will be calling me back within an hour. any tips?

thanks

vwcampervan72

Im stuck with my contract till Feb 09 signed an 18 month with them, am on phone now TRYING to get out of it, dount i can, in on £35.00 PM contract.

theyve had a huge amount of calls and to be honest its really hard to understand the customer services as theyre in India, they cant understand what im trying to say,

Ive given in, they can offer me a new 12 month contract if i buy then new phone off them, line rental £25.00 PM phone cost £86.00 or i can pay over £200.00 to get out of this contract

THREE you win!! OP you done well to get out of your contract

roll on Feb 09

bengee1977

Have just phoned 333. The lady who i spoke to said they can't cancel the contract (4 months left on it), and i would have to pay the early termination charge. I reminded her THREE times that the changes they have made (i put my case that both the £1 paper bill charge and the minimum 1 minute call thing was detrimental to me). She spoke to her manager.

Then she came back with some offer (coudln't quite understand her correctly), but it sounded like she was willing to deduct £1 off all of my bills, to pay for the £1 paper bill. I said no good, there's still the fact that you're charging me 1 minute minimum (she had the cheek to say, "it's only 1 minute"!).

At this point i suggested that if they want their early termination fee, they should take me to court for the outstanding amount and let the judge decide.

She then said she'd pass me to the disconnections team, but said they may or may not charge me. I was on hold for ages though, and had to go, so put the phone down.

I think i'll send a letter, record delivery of course.

Quentin

bengee1977 wrote: »

I think i'll send a letter, record delivery of course.

Whenever you phone them to cancel a contract (ie, a normal cancellation, no special issues as there are now), then they do everything to persuade you to stay, and the whole cancellation experience becomes a frustration to get put through to the right department (who again try and talk you out of it).

In the current situation, where we want to use their ts + cs to get out early at no cost, then you can't expect them to just give in. (And they will have been briefed to put people off).

Stick to the ts + cs (you want them to!), don't waste time ringing them, and do as the ts + cs say for cancellations like this:

You must give written notice to 3 Customer Services

Tell them the condition you are using to cancel, (10.1,(d)),tell them you want to cancel without paying the cancellation fee and ask them to confirm the cancellation.

Then if they want to argue they have to do so in writing which will allow you to escalate it if necessary.

kidcat

I have just emailed a letter to them and received an automated response,

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.



Not really answering my cancellation and PAC request then? Hav ereplied and will now pop a letter in to them recorded as always. Looks like they are going to be busy for the next few days.

bengee1977

Quentin wrote: »

In the current situation, where we want to use their ts + cs to get out early at no cost, then you can't expect them to just give in. (And they will have been briefed to put people off).

Stick to the ts + cs (you want them to!), don't waste time ringing them, and do as the ts + cs say for cancellations like this:

Tell them the condition you are using to cancel, (10.1,(d)),tell them you want to cancel without paying the cancellation fee and ask them to confirm the cancellation.

Then if they want to argue they have to do so in writing which will allow you to escalate it if necessary.

Yep, sound advice. I guess i just wanted it over quickly. School boy error on my part :rotfl:

I'm off to Vodafone sim-only after all this, and £90 quidco cashback!

kidcat

bengee1977 wrote: »

Yep, sound advice. I guess i just wanted it over quickly. School boy error on my part :rotfl:

I'm off to Vodafone sim-only after all this, and £90 quidco cashback!

Yeah off to sim only too!

MoscowFlyer

kidcat wrote: »

I have just emailed a letter to them and received an automated response,

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.



Not really answering my cancellation and PAC request then? Hav ereplied and will now pop a letter in to them recorded as always. Looks like they are going to be busy for the next few days.

Did you use the 'Contact us' button via My3? You don't get an automated response other than a reference number if you just do it from there, you must have mailed them through their normal site?

Anyway, I phoned up last night to cancel my line as I've mislaid my sim card, then I asked for confirmation that my contract was to be cancelled. 'Not until May when your contract runs out' I was told, they put me through to CS, surprise surprise they were updating their systems again. I called back and pressed the option to cancel my 3 contract and spoke to someone who confirmed it IS to be cancelled next month.

Anyway, I've fired off another email to ask for confirmation in writing, I don't trust them at all.

kidcat

MoscowFlyer wrote: »

Did you use the 'Contact us' button via My3? You don't get an automated response other than a reference number if you just do it from there, you must have mailed them through their normal site?

Anyway, I phoned up last night to cancel my line as I've mislaid my sim card, then I asked for confirmation that my contract was to be cancelled. 'Not until May when your contract runs out' I was told, they put me through to CS, surprise surprise they were updating their systems again. I called back and pressed the option to cancel my 3 contract and spoke to someone who confirmed it IS to be cancelled next month.

Anyway, I've fired off another email to ask for confirmation in writing, I don't trust them at all.

I used the contact us link, I guess they are inundated at the moment and trying to put as many people as possible off cancelling. Will await the outcome of my reply.

MoscowFlyer

kidcat wrote: »

I used the contact us link, I guess they are inundated at the moment and trying to put as many people as possible off cancelling. Will await the outcome of my reply.

But where? If you did it through the main site, I doubt you'll get a quick response.

This is an example of what you'd get back if you sent it through My3, where you tend to get a much quicker response from them.



Thanks for getting in touch. It’s good to hear from you.

We’ll get back to you within five days, but don’t forget, there’s also help and advice on www.three.co.uk.

Help and Advice: http://www.three.co.uk/personal/help_support_/index.omp

Important Documents: http://www.three.co.uk/personal/help_support_/useful_information_/important_docs.omp

My3: https://my3.three.co.uk/mylogin//login?service=https%3A%2F%2Fmy3.three.co.uk%2Fmyaccount%2Findex.do

Mobile customers: You can always call us free on 333 from your 3 mobile or on 08707 330 333 (national rate) from any other phone.

Mobile Broadband customers: You can always call us on 500 (standard rate) from your 3 mobile or on 08707 330 320 (standard rate) from any other phone.

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