Three Itemised Billing Charges (merged threads)

jasonwatkins

Mr_Zippy wrote: »

Also no-one mentions the paper billing thing,

To be honest, i think you've got a much stronger chance of cancelling over the change to per-minute billing because I do think the billing issue has always existed in the T's & C's in some form.

HWgirl wrote: »

Sorry this post's so long but has anyone got any advice?

I think you've got an excellent case - it's a clear demonstration that, as you say, they didn't properly explain the implications of upgrading and you can argue that if they had, and they had explained the per-minute billing to you then you would have cancelled on the spot.

jamiesd wrote: »

What can i do now?

jamie, they are trying this method on everyone. they are in the wrong and they know it, so they're trying to wriggle out of it.

What contract are you on and when was it taken out/upgraded?

and did you do it in the store on through the call centre?

bindiboo

I have just had a call from the exc office and they are telling me as I had accepted an upgrade offer in Jan this year which took effect from April this year, I had accepted the new t & c as these were included in the box. I protested that I was not sent any t & c and she went on to say that they were available online and customers are expected to check them regulary. I told her that was not acceptable as the retention team should have clearly stated the new charging as it differed from my old terms and that it should have been sent to me in writing. I told her that customers could not be expected to check online at a regular basis as they are not aware that this is required of them. I told her the retention spend more time selling you a contract than discussing the important terms. She went to say 3 are the last to bring in these changes in line with all the other ntework providers blah blah blah.

In conclusion, I will not be able to cancel my contract. I told her if that is so then when my contract does expire, not to bother ringing me as I will not be renewing and giving that I have been a loyal customer for the last 6 years I think it is quite dissappointing that 3 do not value their customers at all.

My husband has managed to cancel his contract but not without a fight with the so called cancellations team who turn out to be the retention team. I told this lady that if a person rings up and wants to cancel why are they told they are being put through to the cancellations team when in fact they have been put through to the retention team. I told her that my husband my have politely told 3 almost 9 times that he wanted to cancel but he was bombarded with hard sell throughout and then they put the phone down . I told her that this was only sorted out when I had emailed a complaint to the exc office about this. I told her that if it had been a older person or someone else they would have been bullied into taking another contract when they didnt want to and that it shouldn't take some 9 times to say they wanted to cancel. The lady from the exc just apologized and then asked if I wanted it in writing that they couldnt cancel my contract!!!!

3 are a load of poo!! and I will not renew with them.Thank goodness it was only a 12 month contract.

bindiboo

anyone tried ringing 3 and fibbing by saying that they had rang the day or so before tocancel and was told that they could cancel. Wonder if we can play them at their own game. Wonder if they would fall for it. Anyone daring to try!!!

jasonwatkins

bindiboo wrote: »

I protested that I was not sent any t & c and she went on to say that they were available online and customers are expected to check them regulary

So what about the 39% of the population that don't have an internet connection ??.

How can they be expected to regularly check online ?

281273

I did have someone telling me i could cancel my 2 contracts from 3, and 5 minutes later after being put through to someone else, i was told i couldnt. When i questioned all they said is that the person before got it wrong.

bindiboo

jasonwatkins wrote: »

So what about the 39% of the population that don't have an internet connection ??.

How can they be expected to regularly check online ?

You are obviously meant to be physic (did I spell it right???) where's mystic meg when you need her?

jasonwatkins

i think the thing to do is if someone from the executive office tells you that you can cancel, take their name and number and ask if they need to give you any kind of reference number.

i'm still waiting for my call .. i've gone over in my head what i want to say so i think i'm ready for all eventualities.

jasonwatkins

dunno if this will help but if you want to ring 3 from your landline, use this number.

0800 3586795

Freephone number and gets you straight through to an operator - don't know what department though. It works because i've just used it and they have me on hold

should point out that this goes to the call centre in india as well ..

rev_henry

bindiboo wrote: »

I have just had a call from the exc office and they are telling me as I had accepted an upgrade offer in Jan this year which took effect from April this year, I had accepted the new t & c as these were included in the box. I protested that I was not sent any t & c and she went on to say that they were available online and customers are expected to check them regulary. I told her that was not acceptable as the retention team should have clearly stated the new charging as it differed from my old terms and that it should have been sent to me in writing. I told her that customers could not be expected to check online at a regular basis as they are not aware that this is required of them. I told her the retention spend more time selling you a contract than discussing the important terms. She went to say 3 are the last to bring in these changes in line with all the other ntework providers blah blah blah.

In conclusion, I will not be able to cancel my contract. I told her if that is so then when my contract does expire, not to bother ringing me as I will not be renewing and giving that I have been a loyal customer for the last 6 years I think it is quite dissappointing that 3 do not value their customers at all.

My husband has managed to cancel his contract but not without a fight with the so called cancellations team who turn out to be the retention team. I told this lady that if a person rings up and wants to cancel why are they told they are being put through to the cancellations team when in fact they have been put through to the retention team. I told her that my husband my have politely told 3 almost 9 times that he wanted to cancel but he was bombarded with hard sell throughout and then they put the phone down . I told her that this was only sorted out when I had emailed a complaint to the exc office about this. I told her that if it had been a older person or someone else they would have been bullied into taking another contract when they didnt want to and that it shouldn't take some 9 times to say they wanted to cancel. The lady from the exc just apologized and then asked if I wanted it in writing that they couldnt cancel my contract!!!!

3 are a load of poo!! and I will not renew with them.Thank goodness it was only a 12 month contract.

Did you take up her offer of the letter? You need to so you can pursue an OTELO complaint.

bindiboo

rev_henry wrote: »

Did you take up her offer of the letter? You need to so you can pursue an OTELO complaint.

yep i have asked her for it in writing. should i have got a complaint ref no? I'll email them for one if I do.