3 won't let us cancel contract because they only keep call recordings for 60 days

burnsy89

My mum has had a contract with 3 for about 10 years and the only reason she still deals with them is because of their "dog with a bone" attitude when you try to call them to cancel.

In June this year my mum called to cancel and as usual, she got off the phone with a new deal. However, she was told that she could cancel it at any time. She wasn't given a new handset, just a cheaper tarriff and the promise that it was a flexible deal so she could cancel at any time.

I rang up today on her behalf and they told me that paperwork was sent after the deal was made confirming that it was a 12 month contract. She never received any paperwork so I advised them to go back to listen to the call. They said they can't listen to the call because they only keep call recordings for 60 days.

Does anybody know the best way to handle this? I want to follow their complaints process in the quickest way possible and I would like to know who to escalate it to if they don't deal with it effectively (like if it was a bank we would go to the Financial Ombudsman...that sort of thing)

Any help would be greatly appreciated

grumbler

[EMAIL="executive.office@three.co.uk"]executive.office@three.co.uk[/EMAIL] is known to be the most efficient in dealing with complaints.

The ombudsman is http://www.ombudsman-services.org/make-a-complaint-communications.html

Transformer

If they cant prove she agreed to new contract then they cannot hold her to it.

Guys_Dad

In the death, a subject access request under the Data Protection Act will work, but it is £10.00

Or you could try letter "N" here, although this is stretching it a bit.

http://www.consumeractiongroup.co.uk/forum/showthread.php?20758-Creditors-and-DCAs-Letter-Templates-amp-Budget-Planner