Three's cheek when closing account that is in credit

gromituk

My email to them says it all:

"I have just closed my account (xxxx) and received my final bill. You tell me I am in credit and that I should "call ... to arrange a refund". Why? You are quite happy to take money from me without me calling you, so why can't you use exactly the same mechanism (direct debit) to return money to me that you owe me, without me calling you (on a number carefully chosen to cost me money, as it is neither a geographic number, a mobile number nor a free non-geographic number).

Please provide a satisfactory explanation for this policy, as I can see no possible reason for it other than to avoid settling your debts with your customers."

epsilondraconis

Use this website to check for cheaper numbers to call...

http://www.saynoto0870.com/search.php

sporedude

Got to be kidding....

simax

Use another contract phone to call them on 07782 333333 - will come out of allocated minutes

Wintermute

Wouldn't it be easier just to email them asking for a refund rather than emailing them demanding an explanation for their policies?

That's pretty much standard with final bills, unless the amount is over a certain amount most networks just hold onto it until the customer requests it, I don't really think it's that big a deal.

korny88

I remember reading that Ofcom would be changing this in the near future, which would mean the networks would have to refund automatically. Anyone know where this is in writing?

Wintermute

korny88 wrote: »

I remember reading that Ofcom would be changing this in the near future, which would mean the networks would have to refund automatically. Anyone know where this is in writing?

Is, this the article you were thinking of?

gromituk

epsilondraconis wrote: »

Use this website to check for cheaper numbers to call...

http://www.saynoto0870.com/search.php

Thanks - yes, I know about SayNoTo0870 and wouldn't dream of using the numbers they give me. It's part of the same problem though - trying to fleece you unless you make an effort to stop them.

gromituk

Wintermute wrote: »

Wouldn't it be easier just to email them asking for a refund rather than emailing them demanding an explanation for their policies?

Of course it would be, but it completely misses the point, and I'm a bit surprised that as a member of this site you have missed it.

korny88 wrote: »

I remember reading that Ofcom would be changing this in the near future, which would mean the networks would have to refund automatically.

Brilliant - vindicates my actions. If it happens I bet Three will wait until the very last minute to implement it.

Update: I have had two calls from customer service droids, one to my mobile number (ported) and one to my home number, both trying to arrange a refund, ignoring my question. I told the first guy to go away and answer my question in writing. I told the second guy to pass me to a supervisor when all he would do was try to arrange a refund.

Put through to the "manager of customer services" as he described himself, I asked him to give me some reasons and he said that bank details might have changed. I asked him how often this happens and he said 20% of the time! I established that this included cancelling the direct debit arrangement and I guess this is plausible because I bet 20% of people who close their account are convinced that Three will try to grab more money off them if they don't. I suggested that in the spiel read out to you when you ask for your PAC, they should simply say that if you cancel your direct debit arrangement they will not be able to refund any credit on your account automatically.

Anyway, escalated to an official complaint now, with response requested in writing.

gromituk

Wintermute wrote: »

Is, this the article you were thinking of?

Thanks for that.

"Customers of Sky, Talk Talk (including AOL and Tiscali) and Three will need to contact them directly to arrange a refund, but our conversations with these providers have led to improved information being given to consumers about their outstanding credits."

That'll be the cheery message asking to call them to arrange a refund. I may not have spotted that I was in credit at all without that message.

"Nevertheless, Ofcom thinks that industry best practice should mean that all providers refund customers the outstanding credit they are owed automatically, and without any further action needed by the consumer."

Why is Ofcom being so supine about this? Companies don't have to lift a finger to remedy the situation, so why doesn't it insist that they do? It's hardly going to bring the telecoms industry to its knees; it's a simple matter of being fair.

4$£&*(£$&*(!

I finished my Vodafone contract (thank God) last September and moved onto 3. As it happened their network was too congested for me and I had to leave (T-Mobile is much better), so when I called to cancel they said I had a credit on my account, could they put it into my bank account? I was surprised there was a credit and said of course, how much is it? Their reply: 16p.

They did credit it though