Being scammed by 3-Mobile- please help!!

jenniewb

Basil1234 wrote: »

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.

I erm....don't think this exists!

The first time they tried to scam me I asked to speak to a manager:
"we don't have a manager/I am the manager" were replies I got whomever I spoke to.

When I asked for transcripts of the phone calls I had made:
"We don't have those/they get deleted straight away we don't keep calls"

When I said I was going to the CAB/Police/Tradeing standards they couldn't seem to care less, called me up to apologise but then refused to do anything to rectify the situation.

This was all stuff that happened 18 months ago, so you can see why I am worried now- they don't at all seem trustworthy and if anything seem out to scam customers.

I have spoken to my bank, they will inform me if 3 try to take any additional funds other then what I am expecting (the phone bill I am actually expecting and not their new addition). I will then class it as fraud and claim it back.

Seeker100

fm123 wrote: »

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!

Jennywb : Newbie here so excuse any ommissions.
Sorry to hear of your problem.
I have had a similar problem but fortunately with a PAYG SIM but far more serious in that the SIM/services (with substantial Credit still on it/theft) were cancelled when I enquired about new rates by what I think is arrogance of a CS Services Manager in India.
So there is no chance of getting a PAC Code and nobody can contact me.
I work voluntarily with very vulnerable people who rely on Voice Contact with me and can be suicidal and this could prove fatal.
It does look that there is a problem here and the India Call Centres are not taking UK law seriously.
I have an International Profile, including India and already an International Conference (in India) is looking like being mucked up because nobody can contact me and I can't be bothered to phone until I recieve civilised behaviour from a country that is often regarded the cradle of Spirituality/civilisation.
(My mother is Indian descended from several IndianFreedom Fighters)
I regard what has happened as a National Disgrace to the good name of India)

Did you try the email provided above ?
How did you get on.
Please keep us posted.
Also do you mind if I PM you as I really want to get this right for all of us.
No one should be treated the way you have been treated.
It is a disgrace !

Many Thanks and hang in there !;);)

sassyblue

jenniewb, this sis the chief executive of 3's email addy

[EMAIL="kevin.russell@three.co.uk"]kevin.russell@three.co.uk[/EMAIL]

Try him

NekoMalik

I eventually escapted from three by recording every call I made to them and letting the person on the other end know what I was doing (legal reasons, yanno). If they asked why, I said it was due to my bad memory and wanting a record.

If you can get your PAC code off them and use it, they won't be able to claim you haven't cancelled afterwards and keep billing you.

It's totally not true that you can't cancel ahead of the end of your contract - you can, you just pay the remaining balance!

Keep going, don't give up, they'll let you out in the end!!

Snugglebunny8

You poor thing, thats so stressful, I wish you luck with them - its a total disgrace that they try and get away with it, give them hell and keep us posted how you get on? the advice given here by everyone is spot on so hope its sorted out now

For what it's worth for those considering moving and being concerned, been with Vodafone years and they always contact me a month before contract is up to see if Im happy and what they can offer me for my next contract etc, and they do what they say they will and put it in writing, its UK call centres too, they do seem to understand customer service and listen to what you have to say and find out what you want, hope that helps xx

geofferino

BT tried something similar with me in the past. Having rang up for a quote on their services in a new house, the signal dropped and the call ended. Seeing as their quote was unsatisfactory, we decided not to call back. We had made no agreements to take out a service or even said anything that indicated we were going to take their offer but they signed us up anyway. Long story short, it took best part of 3 months to get our line clear to take out broadband and phone with a different provider and several more months to get them off our back. They wanted us to pay a full 16 months worth of the contract seeing as the contract was being cancelled, but once we told them of our intention to report them to Ofcom, they immediately relented and left us alone. Apparently, these companies are only allowed a certain amount of complaints a year before they're investigated. Even saying the word Ofcom had them running scared, their tone changed immediately and they transferred the case to a supervisor. It was sorted a few days later.

POPPYOSCAR

I understand your frustration with 3. They never replied to any of my letters or emails. I cancelled the contract by going into one of their stores and the manager rang them and passed them over to me.
Never would I go with them again. Customer service was non-existent.

jenniewb

I got it cancelled!

Was actually quite funny- for me anyway!

I called them up as again I was unable to send text messages or get any calls (this has been going on since the 20th December- really annoyed I wasn;t able to be contactable over Xmas or the new year!)

I spoke to a service rep and basicly laid it out, said I was not prepared to send in my handset as last time I did this it took them 3 months or me resending it back/three mobile phone shop sending it back/manager from 3 mobile phone shop sending it back before they said there was a problem and replaced the whole thing. I was not prepared to go through that again.

I got given a rubbish £10 off my next bill (last bill!) and then I said I want to leave and hand in my notice, I want a final letter and it to be signed.

The guy then announced he needed to out me through to someone else and tried to put me through to the retentions dept but kept me on hold in silence whilst he tried to figure out what to do. After all of 30 seconds I got bored or waiting. I started repearting "hello?" and then getting wound up, started swearing....spitting bricks basicly (I cannot stand being put on hold, personal issue I have yet to get over) so it was the worst thing he could have done. Within a few minutes he announced he was still there and could hear everything I had said . He said I would get my letter in the post very soon and my contract would be cancelled as of the end of Feb!

SO HAPPY!!! NO 3 NO 3 NO 3! I feel like I should have a party

fm123

well done!

allybee101

Great news!

Glad it got sorted in the end. I hope they've sent you that letter!
If not, send a letter to Customer Services (and also to a director/ someone high up and Ofcom - ). Detail all correspondence, phone calls etc you can remember and tell them that you consider your contract to be finished as of 28th Feb. Send a copy of the letter they sent - firmly stating you never requested this extension, and tell them you're cancelling your direct debit. This is a contract you never requested so you are not bound by it.
Contact the bank and make sure DD is cancelled.

You might want to read the following article from the Ofcom website about roll over contracts. I don't know if this applies, but it might be of use?
http://ask.ofcom.org.uk/help/services-and-billing/12m_contr