Three Itemised Billing Charges (merged threads)

soul619

rev_henry wrote: »

Just sent the following message to the exec office by email. It is a modification of someone else's email which they posted earlier in this thread, so thanks to whoever that was, I can't remember now.

Dear Sir/Madam

Mobile Number:
Account Number:

Following the recent changes to your call charges as per your letter dated 6th 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)

Having spoken to various customer services operatives on the telephone, I have been informed that a clause was added to the terms and conditions in October 2007, which stated your intentions to introduce this new billing method, and I accepted these new terms and conditions when I renewed my contract in December 2007. I was informed that because of this I have already accepted the change and cannot cancel my contract.

However, when I renewed my contract in December, I most certainly was not informed of the changes to the terms and conditions. I agreed over the phone to continue my current price plan, at the discounted rate of £18 per month, with a free nokia N95, and that is ALL I agreed to at that time. I was not informed at this time of the changes to the terms and conditions, and when I received my new phone there was NOT an updated copy of the terms and conditions enclosed in the box. Nor was there any kind of paperwork directing me to read the updated terms and conditions on your website, or anything like that. I therefore was not informed of any changes in your terms and conditions until I received the above letter dated 6th August. On this basis, the terms and conditions can only be deemed to have been changed on the 6th August, and I therefore have 30 days from that date to give you my notice to cancel. This message is, on that basis, my notice to cancel my contract.

Please can you confirm as soon as possible that the contract will be cancelled after thirty days. I understand from the contract that no additional charges will be made for cancelling the contract.

I will also require a PAC code for my mobile number.

Thank you for your past service.

Kind regards,

i to was told that but i kept stating it was elerelevent as the change is happening now not then and cicumstances can change! i aint even used mine for the last 8 months an they tried to use that as anexcuse to. mine has been cancelled stick with it mate they'l cave in the end as it wouldnt stand up in court 'if' it ever got that far

daveboy

Having previously (thank goodness got away from them in January) been a 3 customer, has anybody not noticed that their customer service is totally shocking and nearly all of the people you speak to aren't English, and can't speak much English?

Poor customer service was one of two reasons I got away.

The cowboys.

jasonwatkins

just thought i'd share - had a chat with the manager of my local 3 store today and he couldn't have been nicer.

he did say that originally the change was implemented for new contracts only but was rolled out for ALL customers last year - as we all now know.

one thing he did say that might be of use to people if you don't get any joy out of the executive office is to ask for a complaint number. he said this will be a clear indication to whoever you are talking to that you plan to escalate the complaint to ofcom and otelo and shows you have done everything in your power to resolve the situation.

so hope it helps - i'm still waiting to hear from the office, although my mobile has unfortunately decided to pack up this morning so it might be a little problem

mishkanorman

did21 wrote: »

Ok, so I read this thread last night, and I was pretty excited to cancel my contract because 3 mobile are RUBBISH!

I am on mix+match 1100. I do not know if I have received a letter as I am away from home at the moment, (however the call center operative told me that ALL 3 customers have been sent letters)

I sent an e-mail last night, then called today to try and get the ball rolling. I was essentially told by the person on the line that the contract changed before I took out a contract, and that I always had rounded up billing. I asked why I was therefore sent a letter, and he could not answer. After going round in circles for 30 mins on the line (I asked to speak to a manager, he said fine, so put me on hold and I still spoke to him), he has now told me a manager will call me back within two hours.

I asked to speak to disconnections dept, and he said that would not be possible. (He randomly said that I was under no circumstances able to cancel the contract at all, ever?!) I also asked to speak to the Scottish team, and he again said no (although it is the weekend, so probably fair in that sense).

Ok, so im now at the point where a manager will call me back, but I think he may feed me the same line. Whart should I do?

Any help would be great, thanks so much for all the help thus far guys, at least I now know what I am up against!

David

as far as im aware this tariff changed last year some time, if you check your bills you should see that you are already being charged the rounded up first minute, you wont be able to cancel if thats the case.


soul619,


Have some g's on me, your keyboard must be missing them.
g g g g g g g, trying using them at the end of your words, the rest of us might be able to figure out what you are going on about

rev_henry

soul619 wrote: »

i to was told that but i kept stating it was elerelevent as the change is happening now not then and cicumstances can change! i aint even used mine for the last 8 months an they tried to use that as anexcuse to. mine has been cancelled stick with it mate they'l cave in the end as it wouldnt stand up in court 'if' it ever got that far

Thanks for that, thats what I intend to do! (Don't mean that sarcastically, if it sounds that way). Presumably you took out your contract after this so called cutoff in September or October 07, or whenever?

davieg11

rev_henry wrote: »

Should I send this message as a letter to them as well, do people think?
And if so, to which address?
3 Customer services
Hutchison 3G UK Ltd
PO Box 333
Glasgow
G2 9AG
This one is on their website, but last time I wrote there I just had the Indian callcentre call me back regarding it. Is there an address for the exec office or anything like that?
Thanks.

3 Executive Office
123 St Vincent Street
Glasgow
G2 5EA

08707330272

silo24

rev_henry wrote: »

Thanks for that, thats what I intend to do! (Don't mean that sarcastically, if it sounds that way). Presumably you took out your contract after this so called cutoff in September or October 07, or whenever?

Hi all, currently in dispute with 3 regarding the changes to First Minute Billing on a Mix and Match 1100 Tariff.

I took my contract out on the 26th October 2007 and apparently for M&M tariffs, the changes were enacted into the terms and conditions on the 25th, 1 day before. I am maintaining that the change is significant to the tariff and that neither the retailer nor 3 informed me of the changes.

The actual date that first minute billing became active on my M&M1100 tariff was the 13th December, so My contract actually changed during the life of the contract and I was not informed.

It may mean a small window for some MS'ers. Check your bills, if you have always been on First Minute, you're screwed, but if like me you had a change during your contract, there may be another angle to fight.

Don't let them fob you off with the small print, the detail I was given with the phone did not include this, so it is a change.

soul619

@mishkanorman, thanks for the g's its lazyness lol

im shocked so many of you are having so many problems when i resolved this with a few emails an a telephone call, it just goes to show its who in there indian call centers you actually get to speak to!

vwcampervan72

jasonwatkins wrote: »

just thought i'd share - had a chat with the manager of my local 3 store today and he couldn't have been nicer.

he did say that originally the change was implemented for new contracts only but was rolled out for ALL customers last year - as we all now know.

one thing he did say that might be of use to people if you don't get any joy out of the executive office is to ask for a complaint number. he said this will be a clear indication to whoever you are talking to that you plan to escalate the complaint to ofcom and otelo and shows you have done everything in your power to resolve the situation.

so hope it helps - i'm still waiting to hear from the office, although my mobile has unfortunately decided to pack up this morning so it might be a little problem

Well you obviously didnt go into Solihull branch of 3 as theyre a complete waste of space and time lol

soul619

rev_henry wrote: »

Thanks for that, thats what I intend to do! (Don't mean that sarcastically, if it sounds that way). Presumably you took out your contract after this so called cutoff in September or October 07, or whenever?

yes i did i even had a 12 month contract, 3mobile in merry hill lost my proof of this when the phone went in for repair for the umpteenth time an the cheeky gits insisted that it was 18 months, im soooooo happy its now gona be cancelled an i have it in writing with tracking numbers