Three Itemised Billing Charges (merged threads)

boltonangel

i read most of this thread a few days ago and have managed to cancel my contract due to the new billing. i got the exec office number (glasgow, rather than india!) from the regulator (cant remember the name of them, but its on here somewhere :rolleyes: ). The regulator gives you a ref no, which 3 will ask for and then take ur details and promise to resolve it within 10days.
i got a call after 6 saying that my contract would b cancelled penalty free and a prepaid envelope was sent for my phone to b returned to them, i understand some people arent having to do this. i was 3mths into my contract and also mentioned to them that i had poor signal coverage.

jasonwatkins

well i'm ringing up tomorrow to cancel so fingers crossed.

if only i could get a dialling hat like homer simpson

Mr_Zippy

MoscowFlyer wrote: »

There should be a date on the price guide in the bottom left hand corner of the first page, you'll need to zoom in to see it. what month is it? If it's August, ask for a copy of Aprils when you upgraded.

I tried to cancel my contract too, after a 50 minute call (most on hold) I was told by the options department that I cannot cancel because I renewed my contract after 25th October 2007. In their broken English it sounded like they were saying the 59sec thing was in one of their documents (like your letter says)...

Anyway I stayed on Direct Text 950, which is not in the price guide, and when I upgraded I argued to stay on the exact same tariff - so it would not be unreasonable of me not to download and read the price guide, and no changes were pointed out too me. I assume the price guide is not sent too me, as I can't find one in the phone box.

Yes or no?

And the paper bill change has never been mentioned, I was told it was a legal requirement or something, is this true - if so they can worm out of that one.

System

boltonangel wrote: »

i read most of this thread a few days ago and have managed to cancel my contract due to the new billing. i got the exec office number (Glasgow, rather than India!) from the regulator (cant remember the name of them, but its on here somewhere :rolleyes: ). The regulator gives you a ref no, which 3 will ask for and then take ur details and promise to resolve it within 10days.
i got a call after 6 saying that my contract would b cancelled penalty free and a prepaid envelope was sent for my phone to b returned to them, i understand some people aren't having to do this. i was 3mths into my contract and also mentioned to them that i had poor signal coverage.

I cancelled via the exec office a few days ago, and they tried the 'send the phone back' routine on me too. I told them the phone was given to me when I signed up and to !!!!!! off basically. After a bit of complaining, they said I could keep my own property. Feel free to send it back, but your under no obligation to do so.

System

Mr_Zippy wrote: »

I tried to cancel my contract too, after a 50 minute call (most on hold) I was told by the options department that I cannot cancel because I renewed my contract after 25th October 2007. In their broken English it sounded like they were saying the 59sec thing was in one of their documents (like your letter says)...

Anyway I stayed on Direct Text 950, which is not in the price guide, and when I upgraded I argued to stay on the exact same tariff - so it would not be unreasonable of me not to download and read the price guide, and no changes were pointed out too me. I assume the price guide is not sent too me, as I can't find one in the phone box.

Yes or no?

And the paper bill change has never been mentioned, I was told it was a legal requirement or something, is this true - if so they can worm out of that one.

The per minute charging issue is quite clearly to your detriment.
But so is the itemised billing and possibly manual payment charges.
3's "Customer Services" will try to grind you down.
If your getting no further, I suggest you email the 3 CEO directly.

Raven

Can I ask if anyone on Mix & Match 1100 has managed to cancel yet ?

asandwhen

I sent my email off 2 days ago - still not had a proper reply yet - I upgraded in May so im not hopeful - im on the direct text 1000 or somthing like that - I will try and keep the pressure on but they are obviously trying to fob us off.

jdmoore_2

I got the letter about first minute billing last week (dated 10 days before I received it) and rang three last night. Dispite going through the menus to cancellation, I ended up speaking to a customer services rep who tried all the usual tactics to get me to change my mind. It took about 25 minutes (with about 15 minutes of that being on hold) before getting them to transfer me through to cancellations.

I was then on hold for fifty minutes before someone picked up the phone and immediately slammed it down again.

I think that pretty much says it all regarding how much 3 values it's customers.

Sent a letter recorded delivery this morning along with an e-mail. I was considering seeing what offers I'd get but given the treatment so far, it's a PAC code or nothing for me.

sarahh112

Grr - I dropped the Execs Office an email asking about the changes as I have not received a letter yet (I am on the Mix and Match 500 and have been for ages) and got the standard b*gger off and speak to our Customer Services department response.

Does anyone know of a sure fire way of not having to speak to India as I am having intermittant problems hearing at the moment and am finding really strong accents difficult to understand.

I have used the contact us facility on the website and asked them to email me rather than speak to me - but I am sure that they will ignore this request and I will still end up with a phone call from India.

Hope everyone else is having more luck.

kelltic

I sent my cancellation letter on Monday and was called back yesterday evening by CS. I was given the same line that I couldnt cancel with no penalty as I renewed my contract in April and therefore had agreed to this new price plan. I was pointed to the price plan on their website - it was only afterwards having read this thread that I noticed the price plan is dated Aug 08.

I rang Ofcom for advice this morning. They advised me to write back to 3 and ask for a Deadlock Ref Number, which is to be used to refer this matter to Otelo (3's Ombudsman). He also gave me an Ofcom ref number to quote in my correspondence. He also advised me to ensure that the changes will detriment me to at least 10% extra on my bill, as that is the accepted figure in these cases.

I dunno how they can prove that this price plan was the one in April when I renewed, but worth a final throw of the dice :mad: