Three Itemised Billing Charges (merged threads)

loup67

if it's of any concellation I doubt they will get much business after this (with any luck)!
I am certainly never going to use them again and I'm sure I'm not alone.
Anything in the press about this?

jasonwatkins

kelltic wrote: »

Back to OFCOM then, surely they have to issue me with a DRN and accept my complaint???

Yeah, she should have done. Unless they're contacting OTELO with each individual case, on a case by case basis, she should have given you the DRN.

It's your right as a consumer to take a complaint to the relevant authority, and by denying you the DRN she's denied you this opportunity.

I think for the next person to talk to the office, point 1 needs to start on section 4.1.

You need to tell them that, in their own terms and conditions, they have committed to telling their pay monthly customers one month in advance of any detrimental changes to the price plan.

They have, by their own admission, brought in these changes last year and have made NO effort to tell ANY customers about the per-minute billing because it does NOT exist anywhere in the terms and conditions - even on the website.

They are only NOW sending out the letters notifying customers of the change, 10 months AFTER they have done it.

This will be point 2 if you're talking to someone from the office - remind them that the clause regarding per-minute billing for pay monthly customers does not appear anywhere on the terms and conditions, so even if a customer DID try and check, he or she would not have found them anyway.

And then point 3 would then be section 10.1(d) of the T's & C's that gives you the right to cancel.

I think, in a nutshell, you have to try and trap them with their own T's & C's really.

They cannot tell people that upgrading constitutes an acceptance of the terms and conditions when they have changed their terms and conditions without notifying anyone.

intelekt

Hi,

I have just been contacted by 3's exec office by a nice lady who said i WAS able to cancel my contract because of the per minute billing thing WITHOUT an early termination fee....... (my contract started in July 2007) but because i was interested in another phone she said the upgrade team would contact me in an hour............ Which they did, this man was not so nice and said he would only offer me the same deal as they were showing on their website.....AARRGGHH

He wouldnt listen to anything about me being an existing customer and therefore i am entitled to a better deal if they want to keep my business.... so i said i would cancel and he hung up!!!!!!!!

I then contacted 333 and tried to cancel......... BUT as usual the hard to understand Bombay team were having none of it... they passed me around saying they had no record of the exec offices comments.........!!!!!!!!!

I gave up in the end and hung up....... i will be contacting the nice Scottish lady in the Exec office tomorrow (she gave me her name and number)........ and tell her about the cancellations department wanting to charge me an early termination fee despite her saying i would NOT be charged one......!!!

Just as i thought i would see light at the end of the tunnel........... pfffft

Does anyone have any tips as to how i can wangle a better deal for the nokia n95 8gb, than the one on their website?
Also what kind of retention deals has anyone got regarding this mobile?
As i seem to be able to only get it for £24 a month

What a to do

jasonwatkins

intelekt wrote: »

What a to do

What deal where you on?

If people who do cancel can let everyone else know the deal they were on, and the date their contract started I think it would be a great help.

loup67

jasonwatkins wrote: »

Yeah, she should have done. Unless they're contacting OTELO with each individual case, on a case by case basis, she should have given you the DRN.

It's your right as a consumer to take a complaint to the relevant authority, and by denying you the DRN she's denied you this opportunity.

I think for the next person to talk to the office, point 1 needs to start on section 4.1.

You need to tell them that, in their own terms and conditions, they have committed to telling their pay monthly customers one month in advance of any detrimental changes to the price plan.

They have, by their own admission, brought in these changes last year and have made NO effort to tell ANY customers about the per-minute billing because it does NOT exist anywhere in the terms and conditions - even on the website.

They are only NOW sending out the letters notifying customers of the change, 10 months AFTER they have done it.

This will be point 2 if you're talking to someone from the office - remind them that the clause regarding per-minute billing for pay monthly customers does not appear anywhere on the terms and conditions, so even if a customer DID try and check, he or she would not have found them anyway.

And then point 3 would then be section 10.1(d) of the T's & C's that gives you the right to cancel.

I think, in a nutshell, you have to try and trap them with their own T's & C's really.

They cannot tell people that upgrading constitutes an acceptance of the terms and conditions when they have changed their terms and conditions without notifying anyone.

Their arguement is that they informed us in the "price plan" on their website,not the t&c's.Unfortunately the price plan from Oct 07(kindly shared in an earlier post) does mention this change,but wasn't sent out or pointed out to existing customers at upgrade.
Question is;is their price plan a legal document for t&c's?especially as it wasn't mentioned at upgrade or forwarded with new phone.
Do they have a leg to stand on,who legally has to prove what?Us or them?

rev_henry

As everyone has been saying, I cannot see how these terms can be valid if we are not informed of them. I haven't had a call from exec yet but I only emailed them a couple of days ago so not surprising really.

And another thing? Why has the exec office STARTED calling people on a bank holiday evening? Seems rather odd to me...

jasonwatkins

loup67 wrote: »

Do they have a leg to stand on,who legally has to prove what?Us or them?

It's an interesting question. I would assume that if it came down to a court case, a judge would want to see that Three had made a reasonable attempt to inform it's customers of the change in the price plan.

I would contend that simply updating the website and telling people 10 months later does not constitute a reasonable attempt.

How many people have taken out 3 contracts who don't have internet access ?. I can't imagine it's many, but I would say it's entirely possible.

I think the fact remains that their own T's & C's state that they will give a month's notice of any change - which they didn't. The correct way of doing it would have been to send the letters round last year informing people of the proposed change, then implement the change a month later.

That way it would have been airtight for them as people would have been informed and would have had the opportunity to cancel there and then.

rev_henry wrote: »

Why has the exec office STARTED calling people on a bank holiday evening? Seems rather odd to me...

Probably because it isn't a bank holiday in scotland - or is it?

rev_henry

jasonwatkins wrote: »

It's an interesting question. I would assume that if it came down to a court case, a judge would want to see that Three had made a reasonable attempt to inform it's customers of the change in the price plan.

I would contend that simply updating the website and telling people 10 months later does not constitute a reasonable attempt.

How many people have taken out 3 contracts who don't have internet access ?. I can't imagine it's many, but I would say it's entirely possible.

I think the fact remains that their own T's & C's state that they will give a month's notice of any change - which they didn't. The correct way of doing it would have been to send the letters round last year informing people of the proposed change, then implement the change a month later.

That way it would have been airtight for them as people would have been informed and would have had the opportunity to cancel there and then.



Probably because it isn't a bank holiday in scotland - or is it?

Just like to say those were my thoughts entirely. This isn't going away without a fight.

zoe_b

rev_henry wrote: »

And also people on mix and match, for whom the per minute charge already applies.
Yes thats also possible.

What's possible?

shageexx

i have just taken i new contract out in july 29 2008,can anyone verify if i'll be able to cancel this one,though i spoke to three and they said it was not cancelable coz it's taken after oct 2007.

but i dont seem to find the per minute billing on this

although per minute billing is to start in sept

so is this a breach or what?