3 - charging for text delivery receipts

shedmoney

I just wanted to say thanks to everyone who has contributed to this forum as it has helped me with my complaint to 3 - although i have had the same response as being discussed on here.

I have now passed my complaint to otello and hope they can deal with this for me if not i plan to buy out the remainder of my contract (8 months) and sell my current handset to cover the cost as i refuse to attach myself to 3 any longer than needed.

As this is now the 2nd time i have had to contact otello during my time with 3 the last time thier indian call centre increased my contract length without my knowledge and i only stayed with them that time as the executive office gave me a discount on my contract and a new handset.

mickey mouse company :mad:

Makeandsave

Anyone had anything back from the Ombudsman?

JudasPriest

No, and I'm not too sure how long it will take. But it's worth pointing out that whilst Ofcom won't directly help you, it will do good overall to make them aware that you're having issues over contract terms not being adhered to. They make a big list every so often, and - like the X-Factor - your votes get to keep 3 at the top of the list...

http://consumers.ofcom.org.uk/tell-us/telecoms/

http://www.totallymoney.com/news/index.php/2011/04/talktalk-and-three-receive-highest-number-of-ofcom-complaints/

http://thenextweb.com/uk/2011/04/21/uk-mobile-operator-three-tops-ofcom-complaints-report/

dulcificum

Not even an acknowledgement?

Snakeeyes21

dulcificum wrote: »

Not even an acknowledgement?

Had a reply from otelo today.
Just stating their standard stuff, and that i have to wait 8 weeks
or be in a position of deadlock, confirned with a latter which 3
are refusing to issue to me.

Mr Snakeeyes21 xxxxxxxxx@gmail.com
Our ref: 6xxxxxx
10 June 2011

Dear Mr Snakeeyes21

Thank you for your E-Mail received on 25 May 2011 about Three.

To resolve your problem with your service provider we recommend that you follow its Complaints Code of Practice. You can ask it to supply you with a copy of this. If you have internet access the information is usually on your service provider's website.
The following details may help:

executive.office@three.co.uk

3 Customer Services,
Hutchison 3G UK Ltd,
PO Box 333,
Glasgow,
G2 9AG

We hope that this information helps you take your complaint forward.

What happens next?

If after following it's Complaints Code of Practice, your complaint is not sorted and 8
weeks have passed since you first told Three about the problem, please contact us.
If less than 8 weeks have passed and Three has written to you to say it will no longer be handling your complaint and it has reached its full and final position we may be able to consider your complaint

Before we can decide whether or not we can consider your complaint, we need to know the answers to all of the following questions:
·
·
which departments you have spoken to at Three
.

if you have sent any letters or emails to Three.

Please confirm the specific departments and addresses that you have sent these letters to.

We also need to know when these letters were sent

do you have a copy of any letters or emails sent along with details of any calls made or received

what you would like as a resolution to your complaint

If you have any questions about our service please call us on 0330 440 1614,
our phone lines are open Monday to Friday, between 9.00 am and 5.00 pm





soo it seems they have failed to grasp that i have followed the complaints
route..

Next step, kick sone !!!! with three and get them to send me a deadlock letter.

Atleast otelo hasnt said they cant deal with the complaint

Makeandsave

I am leaving 3 once my contract ends (thats if not sooner) because of the way they have dealt with this.

credit-card-tart

Makeandsave wrote: »

I am leaving 3 once my contract ends (thats if not sooner) because of the way they have dealt with this.

Agree - Will try O2 or possibly Giffgaff which has similar price plans to what I need.

benharvey1985

wow, they are still trying to claim it's an additional service, recieved an email from the executive office. After being asked to phone then on the 0843 number and complaining about it.

Hello

Thank you for your email reply about the introduction of the 1p charge for receiving delivery reports.

Delivery reports are not part of your fixed monthly price plan, so are determined to be an additional service.

Please refer to the second section of 4.1b (ii) in our terms and conditions, which advises you won’t be able to end the agreement if the variation relates to an additional service.

As such we’re not obliged to give 30 days notification of the change, or cancel a contract without a termination fee being applied.

You can avoid the charge by turning off your delivery report function. If you wanted to cancel your account a termination fee based on the line rental charges for the remainder of your contract term would apply.

If you’re unhappy with this response you can seek independent advice from the Ombudsman. Your can contact Ombudsman Services: Communications by phone on 0330 440 1614, you can also email them at [EMAIL="enquiries@os-communications.org"]enquiries@os-communications.org[/EMAIL] or write to them at Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU.

Our offices close at 6.30pm during the week and is also closed at the weekend, so unfortunately I can’t call you at the time you’ve requested.

I hope I’ve explained our position clearly for you, but if you need to speak with me, please call the Executive Office on 0843 373 3330 (5p/min from a BT landline, other networks may vary). We’re open Monday to Friday, from 9am until 6.30pm.


Thank you.

More copy paste methinks, and im still waiting for a deadlock letter!

JudasPriest

It'd be nice if all employees took just one stance, wouldn't it? So many people are getting conflicting information from so many sources.

I wonder if it's worthwhile everyone skipping the ombudsman, and just taking Three to the small claims court. Working solely on the contract, a dispute would fall in favour of the customer - they don't meet the definition of an Additional Service, so you're allowed to cancel on those grounds.

They clearly fall under Messaging Services, which form a part of Services. Three agree to provide you with access to these, but they've changed what's included for free - so they've changed their Services. The contract allows you to leave within 30 days of such changes. Three are refusing fair requests to leave the contract on both counts.

Three aren't in a position to defend this. If you take them to court, the chances are they won't even show(if they do, and lose, then it'll undermine the contract for everyone, whereas if they don't attend, each customer would have to start a case individually - they'll bank on most people not bothering).

You should be able to recover the costs from Three if they lose.

Or should that be "when"...

Snakeeyes21

JudasPriest wrote: »

It'd be nice if all employees took just one stance, wouldn't it? So many people are getting conflicting information from so many sources.

I wonder if it's worthwhile everyone skipping the ombudsman, and just taking Three to the small claims court. Working solely on the contract, a dispute would fall in favour of the customer - they don't meet the definition of an Additional Service, so you're allowed to cancel on those grounds.

They clearly fall under Messaging Services, which form a part of Services. Three agree to provide you with access to these, but they've changed what's included for free - so they've changed their Services. The contract allows you to leave within 30 days of such changes. Three are refusing fair requests to leave the contract on both counts.

Three aren't in a position to defend this. If you take them to court, the chances are they won't even show(if they do, and lose, then it'll undermine the contract for everyone, whereas if they don't attend, each customer would have to start a case individually - they'll bank on most people not bothering).

You should be able to recover the costs from Three if they lose.

Or should that be "when"...

This is what im thinking, three wont issue me with a deadlock letter, seems it wouold be a lot less hassle to just get a PAC, cancel the contract, wait for the final bill then dispute it with otelo or issue a claim to get it wiped off, along with costs awarded..