3 mobile sent back, still getting bills

Ponyo

Ordered a blackberry on 3 network, but even before it arrive found a better offer.

As soon as it arrived I phoned up can I please send it back? They gave me a returns authorisation number and prepaid jiffy bag sent to me. As instructed I cut the sim card up, not even removing it from its creditcard holder so never used. Wrote the returns number clearly.

This was around 5 weeks ago, now I get a bill for 2 months line rental :mad: :mad: :mad: :mad:

Been a couple of hours on phone to a call centre in India they say to track it I must give them a tracking number, well I cant find it now, its been 5 weeks.

I know its my fault for not keeping the tracking number. But its the customer service that is so bad, keep transfering me to another department and takes another 20mins to explain it all again.

All I want is to cancel and stop getting billed each month, OK I said I will pay for the phone if its really been lost but please please please stop the contract. They seem to know they have me over a barrel if I have not got the tracking number, I am going round in circles different departments.

What are my options now please?

Guys_Dad

You still have the cancellation number/returns authorisation number? Then you have proof of cancellation.

Did they instruct you to send back tracked? If so, then you know you should have kept the tracking number so you might have to swallow the cost of the handset, but they have no right to charge for the contract rental when they have issued you with a returns number that confirms your request to cancel.

Do check their t&c though on the matter of returns.

I would write them a letter to head office, quoting facts and figures, advise them that they issued you with the returns number, sent out a bag and they can see that the sim has never been used. Demand that they cancel the air time contract and block the phone.

Finally, next time, do all your research first so you don't see a better offer within a couple of days, put the network to unnecessary expense and leave yourself in the position you are now in where it can cost you a damned sight more !

Ponyo

Guys_Dad wrote: »

You still have the cancellation number/returns authorisation number? Then you have proof of cancellation.

Did they instruct you to send back tracked? If so, then you know you should have kept the tracking number so you might have to swallow the cost of the handset, but they have no right to charge for the contract rental when they have issued you with a returns number that confirms your request to cancel.

Do check their t&c though on the matter of returns.

I would write them a letter to head office, quoting facts and figures, advise them that they issued you with the returns number, sent out a bag and they can see that the sim has never been used. Demand that they cancel the air time contract and block the phone.

Finally, next time, do all your research first so you don't see a better offer within a couple of days, put the network to unnecessary expense and leave yourself in the position you are now in where it can cost you a damned sight more !

Thank you very much, yes I will write to head office.

Never have anything to do with Three network ever again, they really are as bad as everyone says.

Silk

As you cancelled the airtime contract within 7 days under DSR's they can't charge you for the contract so to bill you for 2months usage is illegal anyway

When they sent the jiffy bag was there any written instructions regarding the reurn procedure ???

Ponyo

Silk wrote: »

As you cancelled the airtime contract within 7 days under DSR's they can't charge you for the contract so to bill you for 2months usage is illegal anyway

When they sent the jiffy bag was there any written instructions regarding the reurn procedure ???

Yes it said to keep the tracking number, so its my fault.

Thanks though, I am trying to sort it out. I wish I could find the reciept, sure didnt throw away but it was weeks ago. But they say they did not receieve it yet, so what good having the tracking no?

chanz4

Silk wrote: »

As you cancelled the airtime contract within 7 days under DSR's they can't charge you for the contract so to bill you for 2months usage is illegal anyway

When they sent the jiffy bag was there any written instructions regarding the reurn procedure ???

they can if it was never recieved back

Silk

chanz4 wrote: »

they can if it was never recieved back

They can what ?

Ponyo

Yes they can what? Keep charging monthly bills even though they know it was cancelled?

Just out of interest whats the worst that can happen if we hypertheticly ignor the red letters and nasty phone calls now?

Will we have a CCJ or something similar? How long does usually take?

Silk

Ponyo wrote: »

Yes they can what? Keep charging monthly bills even though they know it was cancelled?

Hi Ponyo,
Ignore Chanz he doesn't know what he's talking about

They can't charge you monthly bills because the contract was cancelled.

The phone that was supplied with the contract is free although you have to return it.

If the phone does not get returned they can charge you for the phone but only after all the usual avenues have been explored.

If they charge you for the phone and you do not pay they can take you to court which if you do not pay will result in a CCJ

OneADay

If the phone was not received back by them - then the contract cannot be cancelled.

Question is simply - was it sent back and is there proof of sending it. Can 3 track it down somewhere - if their systems say no, then its lost and contract continues.

Maybe try to talk to the UK people (complaints department I think is based in Edinburgh) and see if they can trace it.

Silk

OneADay wrote: »

If the phone was not received back by them - then the contract cannot be cancelled.

The contract was cancelled end of story.

In this case if the phone has gone missing and the OP has followed instructions and is lost then the claims procedure for the missing phone will have to be followed.
If the phone has gone missing 3 would only be able to claim the cost of the phone from the Post Office not the cost of the contract

In the same way they will only be able to claim the cost of the phone from the OP not the cost of the contract.

Even if they were at the stage to claim from the OP which it is not, they would claim the full cost in one hit rather than monthly charges.