3 mobile phone bill help!

Christie37

Ok so I got cut off today by 3 for an unpaid bill. I usually pay my bill when I get a text message from 3 around the 10th of the month. Recently cancelled the direct debit as they were taking all different random dates and I like to know when it been paid. Been with them over a year and never missed a payment.... My bill is usually £40 ish never more than £45. I was cut off today as I forgot to respond to the text and pay my bill. So I called straight away to pay it. I was then told by the operator I owed more than £140 and that to get the phone back on I had the pay allay months full bill of £85! Never in my life have I had a bill that high! The very rude "customer service" lady explained I had called a 0845 number and that was why it was so high. I explained I had no idea it was going to be that much and couldn't afford to pay £85 today but I could pay the £50 I was expecting to pay and the remainder in two weeks when I'm paid. Sh said my phone would still remain cut off until next month although I'd still be paying a full contract with no services.... How is that possible? Today is the first contact iv had. I explained I didn't receive a paperbill or any text or phone all with that amount so it's alot of money to find in a day! They said ur my fault as I should have called them to find out how much it was.... Is there really nothing they can do to help me? Iv said I would pay it even though I feel it's there fault for not contacting me with the amount. But I need my need my phone for work and really any pay more that 50

System

You can see your account online and they are quite within their rights not to reconnect you until arrears have been paid.

I forgot to respond to the text and pay my bill

You have decided not to pay by DD so it is your responsibility to ensure that your bill is paid on time.

Buzby

Afraid they're correct - if your service is suspended for non payment, then you are still liable for the cost you would have paid for service until you terminate, which will probably be 30 days if you have met your minimum term. Your previous history has no bearing on whether they cut you off or not, it is fully automated, and if the funds don't clear the balance, outbound calls are blocked. You'll still get inbound (probably), but the longer the bill remains unpaid, this facility is blocked too.

Your DD allowed them to take payments when they wanted, and you agreed to this - so there's no real complaitn there either. If money is tight, pop in a PAYG SIM instead then pay off the old a/c as quickly as you can before your credit file is fried.

grumbler

Christie37 wrote: »

...cancelled the direct debit as they were taking all different random dates and I like to know when it been paid.

Buzby wrote: »

...Your DD allowed them to take payments when they wanted, and you agreed to this - so there's no real complaitn there either....

Wrong.

Whenever they wanted, but at some chosen date, not random dates.

The customer has to be informed about this date well in advance.

That's what the DD guarantee says.

Buzby

I beg your pardon? What chosen date is this then?

Three UKs DD form clearly states the account holder is providing a mandate for 3 to take funds for "unspecified amounts on unspecified dates", the key word here is 'unspecified', which is about as random as it can get.

They did away with specified dates many, many years ago - indeed the standard DDM has no consumer protection against multiple debits OR changing dates. Another good reason why DDM's should be avoided.

grumbler

Direct Debit Guarantee

If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request

May be not exactly the 'chosen' date like I said, but no surprises and unpredictable randomness.