3 Mobile Broadband NOT LISTENING!!!

sadpootle

Hi all

We had a contract with 3 Mobile Broadband that expired in April this year.
We were never particularly happy with it but stuck with it and decided that when the contract expired we would use a different internet provider.

In March, just as a courtesy, I sent a letter to 3 telling them that we would no longer be using them when our contract expired and that our Direct Debit to them would be cancelled after the final payment.

The expiry date of our contract came and went. We didn't hear a thing from 3, not even a reminder that our contract was due to expire.

Then in June we started to receive phone calls saying that we still owed them money. When we explained that we no longer used them and that we had sent a 'notice letter' they said they had not received it. We pointed out that we had paid for all our internet usage too. The customer service rep we spoke to double checked our account and apologised for his error; he said it HAD been paid and the account was now closed. I also re-sent a copy of the original notice letter for their files.

However, a week later and we started getting phone calls again, saying that we still owe them money and that we didn't give them notice.

We have looked at our contract (all we got was a two-sided A4 page.) There is nothing on there stating that WE need to give THEM notice anyway! Surely when a customers contract is due to expire the service provider should remind THEM, not the other way round?!

They do not seem to be listening to anything we are saying and are still phoning us twice a day. Any ideas??

Mark_In_Hampshire

Normally, when you reach the end of the minimum period (not the contract period as such) the contract becomes a rolling monthly one and you therefore need to give e.g. 30 days to stop it.

However you did so. The letter you sent could have been lost in the post were it not for one of their agents confirming that it had been cancelled/the account was paid.

So:

Get a copy of your original letter
Add a covering letter to that summarising the above
Send it by recorded delivery

and put the ball back in their court.

With regard to the phone calls, on the next one, you simply say "This issue has already been addressed" and refuse to go any further or discuss the matter. You can say you're writing to them. Insist that they do not call again. Mention the word "harrassment".

If they call again, just don't answer the call. If it's a mobile - mine can block specific callers and withheld numbers anyway, so I'd simply "add to block list".