3 - charging for text delivery receipts

gciampa

gciampa wrote: »

I can't imagine I'll get any better a response than others here, but we'll see...

As predicted:

Hello Mr Ciampa


Thank you for your follow up email.

Our position on this matter remains the same. If you still want to cancel your contract mid term and still want your PAC, then you’ll be asked to pay the applicable cancellation fee through our customer service team.

You are of course free to contact Ombudsman Services: Communications if you’re unhappy with what we've told you about this. Their telephone numbers are 0330 110 1614 or 01925 430049.

I hope this confirms our final position on this matter.


Thank you again.



Grace McPherson
Three Executive Office

Looks like the ombudsman is the only option left - can referrals be made as a group, or will the individual instances be lumped together by the ombudsman as they arrive?

benjd84

Hi,

I too have spoken to Three a couple of times and ended up going in circles. I've e-mailed the Executive Office yesterday and am awaiting a reply.

Thanks to previous posters who have provided tips on what to draft in my e-mail.

I'd like to second nnnvvv in wondering come 6 June that I have by default accepted the change despite trying to reach a resolution with Three prior to this date?

Depending on the reply I get I will then contact the ombudsmen.

JudasPriest

Pass, at the moment. I'll need to check later and get back to you...

cwmparc

This is what I have emailed three, don't know if this is the correct way

Further to your telephone call on Tuesday 31st May.
I am still unhappy by the explanation given, and my complaint has now been passed onto the ombudsman.
I wish to make it known that I do not accept the change in terms and conditions, and as such I will remove the sim card from my phone before the 6th June.
It is now my intention to pursue termination of my contract without penalty.

stevehwuk

Hi All,

Just had a call from the exec office at 3 who say:
1) its not a core service
2) i am choosing to use it so its an additional service
3) its not a detriment to me.

However, they offered me £2 a month as a discount.

I've politely declined as:

1) They failed to answer the first part of my complaint regarding notice of a change
2) Core vs None core is not defined anywhere
3) An additional service is defined in the contract and this does not match that
4) its a detriment as it will cost me more

I've asked for a deadlock letter and the response was hazy, in that I would get a final position letter, hopefully its the same????

Lastly, any advice as to what we should do come the 6th? Turn it off or leave it on? I really dont want to pay any more.

Cheers

Makeandsave

I am still waiting on my reply, I am guessing they wont do anything but its sure funny how they are offering some £2 and £5 discounts.

credit-card-tart

stevehwuk wrote: »

Lastly, any advice as to what we should do come the 6th? Turn it off or leave it on? I really dont want to pay any more.

I am going to call more as opposed to using text messages, as Three has to pay the termination charge from the other network. So Three will be out of pocket and not me!

credit-card-tart

Just received an email from Three

Hello Mr xxxxx

Please accept this email as confirmation we are now in a position of deadlock.

You can contact Ombudsman Services: Communications to escalate your concerns. Their telephone numbers are 0330 110 1614 or 01925 430049. They will be in a position to independently review your complaint if you make contact with them.

Thank you.

Grace McPherson
Three Executive Office

However look at their email footer

Any views or opinions expressed in this message are those of the author only. Furthermore, this message (including any attachment) does not create any legally binding rights or obligations whatsoever, which may only be created by the exchange of hard copy documents signed by a duly authorised representative of Hutchison 3G UK Limited. Hutchison 3G UK Limited is a company registered in England and Wales with company number 3885486. Registered Office Star House, 20 Grenfell Road, Maidenhead, Berkshire SL6 1EH

I have again asked for this in writing.

cwmparc

I had another call from Three today, after my last email to them.
I was left a message saying he would put things in writing and that he has "read my blog on moneysaving expert". Why would they be reading this thread? Perhaps gauging the discontent of thier customers.

Makeandsave

Got my reply looks like i will have to take this further

Hello **********

I've received your further email about the 1p charge we’re introducing for text delivery reports.

The decision to charge our customers 1p for delivery reports has been taken in an effort to maximise the efficiency of our network.

This price change actually relates to non-core services. Your phone contract is based on a package consisting of inclusive minutes, texts and data allowances. Delivery reports are not part of your contract, so they don’t form part of our terms and conditions. Due to this, you won't be able to cancel your contract without penalty if we opt to vary these services.

In addition, we will not be removing these charges for our customers. They will apply across the board for text delivery reports on our network.

If you do still want to cancel your contract mid term by requesting your PAC, then you’ll be asked to pay the applicable cancellation fee through our customer service team. Our customer services can be contacted by dialling 333 from your Three phone.

I understand this isn’t the reply you were looking for, but have to advise this is our final position. You can accept this email as a letter of deadlock, so you can further your complaint with the Ombudsman.

You can contact Ombudsman Services: Communications by phone on either 0330 4401614 or 01925 430049. You can also email them at [EMAIL="enquiries@os-communications.org"]enquiries@os-communications.org[/EMAIL].

If you'd like to speak with me about this, you can call me at the Executive Office on 08433 733330 (5p/min from a BT landline, other networks may vary). We're open Monday to Friday, 9am until 6.30pm.

I hope I’ve clearly explained our final position on this matter.


Thank you.



******************
Three Executive Office