Being scammed by 3-Mobile- please help!!

jenniewb

I got a letter in the post today dated the 28th December saying basicly:
Thankyou for continuing your contract with 3 Mobile and giving it an end date of the 29th December 2011.

I am about to end my current contract with 3 Mobile (28th Feb) and had called to cancel or try to cancel early on the 30 December, I have no idea why they sent me this letter.

It could be a mistake, but I doubt it- they did something pretty similar 17 months ago and I was unable to get out of the contract, I am worried the same will happen again. I HATE 3 Mobile, I hate the handset I have as it doesn't work and they 'repair' it every other month then it breaks again, I need to leave for my own sanity and now they rejoin me?!

Anyone know what my rights are on this? I never agreed or asked to continue my contract, I clearly stated I wanted to leave to them several times over and now they send me a letter informing me my contract has been continued with immediate action.(or even action which has been taken 5 days ago.)

HELP!!

allybee101

Hi Jennie,

This sounds awful, and I'm pretty sure that they can't renew the contract without your agreement - check your contract/terms and conditions.
I would send a letter to them (by recorded delivery if necessary) stating that your contract is due to expire on 28th Feb and that you want the contract terminated on that date.
State that you have not agreed to an extension to your contract, and also detail the various problems that you have had (if you can give them dates of some or all the repairs all the better).
Mobile phone service providers are regulated by Ofcom. I would suggest that you copy the letter to them (and tell 3 Mobile that you are doing so). They may be able to give you some advice.
Good luck!

jenniewb

allybee101 wrote: »

Hi Jennie,

This sounds awful, and I'm pretty sure that they can't renew the contract without your agreement - check your contract/terms and conditions.
I would send a letter to them (by recorded delivery if necessary) stating that your contract is due to expire on 28th Feb and that you want the contract terminated on that date.
State that you have not agreed to an extension to your contract, and also detail the various problems that you have had (if you can give them dates of some or all the repairs all the better).
Mobile phone service providers are regulated by Ofcom. I would suggest that you copy the letter to them (and tell 3 Mobile that you are doing so). They may be able to give you some advice.
Good luck!

The letter clearly says that to break the contract I will be billed and have the money taken from my account automaticly.

So I plan on letting them know in writing I want nothing more to do with them, did not agree to a contract continuation and then ban them from my bank, let my bank know their plans and that if they take money it will technically be fraud as I never agreed to a continuation and never want anything to do with them when the real contract (not their continuation of one) ends.

I can't believe how underhand this company are- nor how bad the service is! I have yet to find a building I can have a clear conversation on a mobile in- there is no signal anywhere on my phone!

Think I'm pretty much put off mobile phones for a very long time now, don't even think I'll bother with any other contract with any other company, the last 18 months has been a total nightmare with 3 mobile and I strongly advise anyone else considering them to go elsewhere!

allybee101

Hi Jennie,

I meant on your original terms and conditions - they normally give you a couple of pages of minute writing when you first sign up for the contract. I'm with O2 and they usually contact me as my contract is about to expire to discuss options.

As you say, you never agreed to extend the contract - the end date/contract length may be on your original paperwork - send a copy of this too.

I hope you get it sorted.

jenniewb

allybee101 wrote: »

Hi Jennie,

I meant on your original terms and conditions - they normally give you a couple of pages of minute writing when you first sign up for the contract. I'm with O2 and they usually contact me as my contract is about to expire to discuss options.

As you say, you never agreed to extend the contract - the end date/contract length may be on your original paperwork - send a copy of this too.

I hope you get it sorted.

There was no original contract- nothing at all as I tried to cancel via phone. I called them, they wouldn't let me cancel until 28 days before the end of the contract (end of feb). I was told they would not cancel it early (the hanset had broken hence my asking to cancel). They advised to send in the handset for the 8th time this year, to be repaired just in time for the contract to end. Their idea not mine.

I made it clear I wanted to cancel, several times over begged them to end the whole thing early, save us both time and money; their postage is special delivery and would far outweigh my monthly costs let alone in workmanship and time.

I only got a letter when I got home outlining my "new tarriff" and stating it ends on december 2011 and that to cut it short early I'd have to pay the whole balance in one go.

I don't think this company play by the rules -like O2, I don't think they understand consumer rights or abuses of and I don't want to end up in another 18 month loop-hole like I was in before.

zenseeker

You should have cancelled your Direct Debit before your contract ended, that way they wouldn't have been able to automatically renew and they would have phoned you, at which point you could have told them to sod off. This is what I have done with several mobile contracts, and the one time Orange got !!!!y I just handed their demand for cash to the CAB, never heard from them again.

I'd still go to CAB while it's still early, they will be able to tell you your rights and very likely get you out of it, something I'm amazed that you didn't do long ago.

fm123

hi had a similar problem with 3 a couple of years ago, their call centre staff kept cutting me of when id ask for a PAC code. in the end i googled the problem and found the email address of the cheif exec or head of customer services (i think) in the uk and explained all the problems i had and the PAC was sorted for me. however i did end up staying with 3:eek: as i was offered a good contract. this time round i am free of 3. as soon as you get the pac code put it on a cheap pay as you go sim until you find a good contract. just go higher up the chain.

and dont let them tempt you back!

fm123

hi ive just searched my emails and this is who i emailed [EMAIL="Patrick.Binchy@three.co.uk"]Patrick.Binchy@three.co.uk[/EMAIL]
this is what i wrote:

Dear Mr Binchy,

I am writing to you because i have been facing a lot of problems when using the three customer services. when my 18 month contact expired I contacted customer services to end my contract as I had been experiencing poor coverage. It took me several phone calls and hours of pleading with staff to give me my PAC code. Staff would use excuses to avoid giving me my PAC code like saying details were not down loading, and saying that they were unable to give PAC codes immediately etc, they also were assuring me that a new phone would give me better reception. Staff would also cut me off to prevent me leaving feedback. I only eventually got the PAC code when I threatened to make a formal complaint.

After receiving the PAC code I was called by staff who kept offering me packages and assuring me that I would get better coverage. In the end I accepted the package offered however since using the new phone there has been no improvement in reception. When i accepted the renewal the customer service assistant said that the new contract would start on the 28th April however the letter i received today states the 4th of April. She also said that i have 14 days to cancel if i change my mind. There has been no improvement in coverage, I cant receive or make calls in my own home so i want to end the contract and get my PAC code.

I have made two phone calls today from my landline phone to customer services and each time i tried to end my contract i was given the excuse that they could not hear me. I hate having to deal with the call centres because they avoid dealing with the issue and I feel that they are trying to waste my time. I have dealt with other mobile phone companies and have always found staff polite and helpful. My problems have always been resolved immediately.

I hope that you are able to help me with my problem, and hope that the customer services call centres can be improved so other customers are not disappointed with the way they are dealt with.


give them an email full like i did!

jenniewb

zenseeker wrote: »

You should have cancelled your Direct Debit before your contract ended, .

But my contract doesn't end until the end of feb this year! I can't cancel it yet as its not possible to do this until mid march when my last bill comes in.

They just added a whole 10 months to it and called it a new contract!

jenniewb

fm123 wrote: »

hi had a similar problem with 3 a couple of years ago, their call centre staff kept cutting me of when id ask for a PAC code. in the end i googled the problem and found the email address of the cheif exec or head of customer services (i think) in the uk and explained all the problems i had and the PAC was sorted for me. however i did end up staying with 3:eek: as i was offered a good contract. this time round i am free of 3. as soon as you get the pac code put it on a cheap pay as you go sim until you find a good contract. just go higher up the chain.

and dont let them tempt you back!

Trust me, they well and truely stitched me up with this last contract- promising me an amazing phone, sending me a really old one.
I called them up, said it was the wrong phone, wanted the contract to end. They told me I could only do this if I had tried the phone and said I didn't like it first. I turned on the phone just as they instructed, didn't put my sim in and told them I didn't like it and wanted to send it back.
They then told me "you have tried it, you cannot send it back". The guy even said to me "did you put your sim in" to which I said NO! He then proceeded to say "well as you put your sim in it is non returnable, if you return it we will bill you the entire contract".
I tried consumer rights but they didn't seem very bothered, just said it happens alot and not to trust them again. I had expected them to help me out but they did little other then report it for statistics.

So no, after breaking down 8+ times in the past 18 months, I will not be keeping this handset!

Basil1234

well should write to head of three customer services if i was you and try phoning up uk head office see where that gets you because at the moment sounds like you going around on the call center merry go round.