'3' Mobile

Brainhertz

Just got a bill from 3 mobile where I have been overcharged - half price line rental stopped early.

I immediately phoned their customer services who have agreed that the bill is wrong but they say they cannot change the Direct Debit even though there is still 2 weeks until the payment goes out.

They are going to take money from my account that doesn't belong to them -This sucks.

If you are thinking of using 3 mobile - think again.


Brainhertz.

mamaden

If you still have 2 weeks then cancel the direct debit and send them a cheque or postal order for this months payment. As long as you tell them that you have cancelled this months direct debit they cannot take it from your bank.

Brainhertz

Hi mamaden, They charge an extra £3 if you don't pay by DD.

Brainhertz

raa_thistle

as far as i can remeber you only need 5 working days to amend the DD amount, 10 to set up a new one. I think they are trying it on with you tbh

Brainhertz

raa_thistle wrote:

as far as i can remeber you only need 5 working days to amend the DD amount, 10 to set up a new one. I think they are trying it on with you tbh

Trying it on? - looks like it, but when you talk to customer 'services' it is like trying to have a conversation with a computer. They don't listen, can't answer specific questions and only read back what they think is the most approriate answer from their script.

Brainhertz.

Searcher

Brainhertz wrote:

Trying it on? - looks like it, but when you talk to customer 'services' it is like trying to have a conversation with a computer. They don't listen, can't answer specific questions and only read back what they think is the most approriate answer from their script.

Brainhertz.

Sorry but I've got to disagree with that. I've been with Three for coming up to 2 years now and have found their CS to be excellent (yes it is based "offshore")

I know it's inconvenient to have another DD taken but I'm guessing that its around £17.50 at the most (half of a £35pm contract) and you haven't said what solution they have offered to re-credit you with the overpayment.

From experience I'd say that they will credit your account with the missing money which means you will only pay half teh amount next month.

blondie7

I have had the same problem since december and still not sorted out even though cs agree it should be half price it is a different department that needs to change it apparently I cancelled the dd and yes when this bill came in they have charged me admin fees for their mistakes (which I guarentee I will get back) I am still waiting for a manager to ring me back since january so I have now gone back to the shop and they are taking it up I have told them until it is sorted I will not set the dd back up. According to the shop there has been loads of people this has happened to.

olly300

Brainhertz wrote:

Just got a bill from 3 mobile where I have been overcharged - half price line rental stopped early.

I immediately phoned their customer services who have agreed that the bill is wrong but they say they cannot change the Direct Debit even though there is still 2 weeks until the payment goes out.

They are going to take money from my account that doesn't belong to them -This sucks.

If you are thinking of using 3 mobile - think again.


Brainhertz.

I have had a few problems with 3 including them billing me for a phone I don't have, their UK based customer services operatives pretending they didn't understand me in writing to try and evade my consumer rights,and one of their India customer service operative threatening me with debt collectors on the phone. So I rate 3 customer services very poorly both UK based and Indian based.

This is what you need to do with 3 customer services to sort any problems out that involve money:

1. You need to put a written complaint in either via email to customer.services@3mail.com (don't use the web form as you need proof of the complaint) or via the post using recorded delivery.

State clearly in bullet points exactly what you want, also state that their advert is false advertising, a breach of contract and you will take the matter further if they don't sort the matter out.

2. Three will reply to you and inform you that customer services will contact you on the phone or tell you to contact customer services via the phone. When you contact Three customer services again by phone if they muck you around i.e. pass you to different people and they don't sort it out your complaint or threaten you then ask them to put the phone down. The Indian Operators will try and keep you talking but be firm and tell them you are going to sort out your matter a different way.

Wait 2 to 3 days until you receive a text message from 3 informing you that your complaint has been closed and then contact OFCOM on 020 7981 3040 during office hours and put in a complaint about 3 customer services. OFCOM will ask you if you put a complaint in writing and a few other questions to establish exactly what has happened. They cannot help you if you have put in a written complaint and it helps if you have received the text message stating your complaint has been closed. If they decide Three have been awarkward (which they clearly have) they will give you a reference number which if you phone Three back up with they will sort out your complaint immediately.

trent7176

I too have had no problem from 3. I'm really surprised about your trouble. I switched from t mobile. I saw an ad in the paper for a free top of the range nokia and free line rental for 3 months then 17.99 for the remaining 9 months. For that I got 500 minutes free anytime any mobile/landline and 100 free texts. At the end of the contract I phoned to cancel as I'd seen an ad for o2 which sounded good. 1000 anytime minutes for 35 pounds with 6 months at half price. Straight away they matched this offer and gave me an additional 6 months at half price for an 18 month contract, together with another free nokia mobile. I think they are great and all my friends have switched.

Brainhertz

I'm sure that most customers will be quite happy with 3 so long as they don't mess up. After all it was there great deals that persuaded me to try them. However, like most service based companies you only find out how good (or bad) they are when something goes wrong.

As I have 2 phones, 2 contracts both taken out at the same time, I am being overcharged by £17.50 x 2. Add that to the £30 recommend a friend that I shoul dhave had in November, but I'm still waiting and they now owe me £95.

I don't think it matters if it's £17.50, £175 or £1.75 they have taken money from my bank account that they shouldn't have.

Their solution is to credit my next 3 bill - what I would have expected was 'sorry your Bill is incorrect, we will issue an amended one and only take the money we are entitled to'.

The call centre staff are very sweet but as I said before they read from a script and can only refer a complaint to another department where it seems to disappear into a black hole.

Interesting to hear that I am not the only one with these problems

Brainhertz