3 - charging for text delivery receipts

credit-card-tart

Makeandsave wrote: »

Anyone heard back from Ofcom or 3?

My complaint has been with The Ombudsman Service for 3 weeks. I expect it will be a few more weeks to hear anything from them.

gciampa

3 weeks here also - and not a peep since the automated "Complaint Form Received" email

watcherman

Same here, nothing from Ofcom...Chocolate and teapot is springing to mind.

shedmoney

my complaint had been with otelo for 2 nearly 3 weeks like others I hadn't heard anything other than the auto response so i phoned them and they had no record of my complaint - but the person on the phone was helpfull and gave me a reference number and an email address to send everything to.

They also said they were working on complaints received on the 6th june so if you sent yours before that and haven't heard anything i would give them a call.

miniyazz

A little update. I submitted a complaint to the Ombudsman on 6 June, and heard back a couple of days ago - they said that it is a commercial decision by Three and therefore not something they can get involved in. I've since replied clarifying my complaint slightly and have yet to hear back, but I think you have to be complaining about e.g. a failure of Three to act on your request for Section 10.1(d) termination rather than Three introducing a charge for SMS reports. I think the charge introduction is only indirectly related to the complaint.

credit-card-tart

Just received a letter from the Ombudsman Service, it reads:

Thank you for your recent correspondence which we received on 8 June 2011.

Please be aware that currently any complaints concerning Three’s introduction of 1p delivery reports are on hold pending advice from Ofcom, the regulator.

Once we have received a decision from Ofcom, we will relay this information to you and will be better placed to manage your expectations of our abilities at that point.

In the meantime, your patience is appreciated.

benharvey1985

Hello again everyone, i've finally recieved my deadlock letter, which methods have people contacted the ombudsman via, and which would be fastest/most reliable?


Just want to help speed up the process

Makeandsave

credit-card-tart wrote: »

Just received a letter from the Ombudsman Service, it reads:

Thanks for posting this

cwmparc

Ok, just had this response from the ombudsman :mad:

Thank you for your E-Mail received on 17 June 2011 about Three.
How Three provides a service to you, and on what terms, are 'commercial decisions'. For
example, if a company decides to introduce a charge for providing a monthly itemised paper bill,
this is a commercial decision. We cannot look at this type of complaint.
Your complaint appears to be about a commercial decision because you are complaining about
Three's decision to change their Terms and Conditions to charge for delivery reports for SMS.
This couldn't be classed as a detrimental change to your contract as it is your choice as to
whether or not you have delivery reports for SMS.
The attached booklets explain our role in more detail.

Yours sincerely

Snakeeyes21

cwmparc wrote: »

Ok, just had this response from the ombudsman :mad:

Thank you for your E-Mail received on 17 June 2011 about Three.
How Three provides a service to you, and on what terms, are 'commercial decisions'. For
example, if a company decides to introduce a charge for providing a monthly itemised paper bill,
this is a commercial decision. We cannot look at this type of complaint.
Your complaint appears to be about a commercial decision because you are complaining about[/SIZEE]
Three's decision to change their Terms and Conditions to charge for delivery reports for SMS.
This couldn't be classed as a detrimental change to your contract as it is your choice as to
whether or not you have delivery reports for SMS.
The attached booklets explain our role in more detail.

Yours sincerely

Well they were about as much use as a chocolate teapot.
Looks like the court rout is the only option awnings
the ombudsman is digging their head in the sand.
whats the use of them if they can't deal with complaints
about t&c changes..