3 - charging for text delivery receipts

sijarvis

@kingofherts, I'm not quite sure this is the case. The issue here was that they have started charging for something which used to be free. Most contracts allow for the network to make reasonable increases to prices.

miniyazz

Not to mention, they could make it apply to new customers only, as has sometimes happened in the past.

im-lost

credit-card-tart wrote: »

Result

Following my investigation of this complaint, my recommedation is that Three should:
• allow you to cancel your contract without penalty
• provide a written apology for any shortfalls in customer service; and
• provide a payment of £10 as a gesture of goodwill in recongnition of the shortfalls in customer service.

My 12 month contract is only £10 per month and I use on average 150 texts per month, so this is why I only get £10 payment. Also my contract expires in January, so I can leave 2 months early. This means 3 loses a customer and £30.

Lets hope you guys with more expensive contracts and higher texters get treated the same.

That's a great result, if only the same could be said for mine.

I still haven't received a response to my email asking them to have another look at my case after their initial report / resolution, maybe they don't like being questioned :rotfl: ah well I shall give it a few more days as my deadline for accepting the initial resolution is drawing close.

Three have lost more than £30 by playing hard ball, I believe each case that's looked at by the ombudsman costs three around £300 in fees, along with the cost to 3 to prepare case files for each, so a tidy sum but I'm sure the sms report fees for those that are happy to be shafted more than covers these costs

im-lost

kingofherts wrote: »

So a network provider has been ordered to cancel a customers contract due to changing the price of a service which was not contracted as part of the core allowances when the contract was signed

And there lies the problem, three don't define what a core service is.
So anything that isn't specified in their terms as an 'add-on' or 'additional service' that changes allows a person to cancel their contracts if the change is to their detriment.

people can and do cancel because networks increases the prices of the services you mention, the networks can increase prices within contracts by a 'reasonable amount' which is usually inline with inflation, to be a detriment to the customer I believe it needs to raise their bills by 10% before the detriment clause kicks in.

credit-card-tart

Yes im-lost you are right the bill has to increase by 10% or more before the Ombudsman Service will favour with you. I also agree that with the fees from the Ombudsman Service, plus compensation paid and contracts being cancelled early, I think 3 will lose out in the long run. I will never return to 3, and their off shore customer services is deadfall!

Zinedine_2

Can someone please post or PM me the email contact details of the person at the Ombudsman to whom is currently dealing with these complaints. Thank you.

miniyazz

You have to use the form on their website, and it's probably too late to submit a complaint now unless you've been in dispute with Three since June.

Zinedine_2

Thanks miniyazz. What's the websites name.

miniyazz

http://lmgtfy.com/?q=ombudsman

flatcapjez

So,

Does this one case mean that we can all cancel our Three contracts due to the Ombudsmans decision on this?