Three contract, impossible to cancel?

jd87

I have a Three mobile broadband dongle contract but haven't used it for ages and don't need it anymore. I called up to cancel the contract today as it's a waste of £8 per month. I just spent 40 minutes on the phone being sold an iPad which I don't want. The man I spoke to pretty much refused to cancel my contract, insisting I take time to think about his iPad offer instead.

I normally consider myself quite good in these situations, I can cancel things like Experian membership and refuse credit card insurance etc with relative ease on the phone. But something about Three's approach is impenetrable.

I would just call back, tell them I've had all the sales pitch, don't want to hear it again, and demand a cancellation. The problem is I've called back a couple of times and it sounds like it might be the same man answering my call each time.

I know this probably all sounds ridiculous but I really don't want to go through another one of these calls. Has anyone successfully cancelled by email? What email address could I write to? Their website obviously gives barely any info about cancelling.

latecomer

Stick through it - took me a while to cancel my mobile broadband dongle and I was offered an offer on pretty much everything under the sun at some point. Just keep saying that you'd like to cancel and you get there in the end.

I guess you could start by speaking to teh complaints departmemt about not being able to cancel? Or ask to make a complaint if they wont give up on the sales pitch and just let you cancel.

£note

jd87 wrote: »

I know this probably all sounds ridiculous

Yes it does. I, like many others, have cancelled contracts with three and have never encountered such difficulties. Sure they will try and retain your business or sell you something new but they're only people after all and if you politely but firmly tell them you're not interested you'll get the result you want.

digp

The behaviour probably amounts to a breach of the Consumer Protection from Unfair Trading Regulations 2008. That said if you perservere they will give in.

Buzby

It's an overseas call centre - (1) Do you think they understand anything that is not part of the script, and (2) care? The script is activated when a customer says they plan to leave, you just let them get on with it - you don;t enter into any discussion, you just say, 'I'm not interested, I intend to terminate, and would like to cancel from XX/XX/XX and I would like my PAC number (if appropriate). The script continues, but you just let them complete their task, and re-state the same.

It works every time I use it.

gjchester

jd87 wrote: »

I know this probably all sounds ridiculous but I really don't want to go through another one of these calls. Has anyone successfully cancelled by email? What email address could I write to? Their website obviously gives barely any info about cancelling.

Old Skool I know, but write a letter to the address on your bill asking for cancellation. Not head office, not an address on the web site or you find here but the address on your bill.

Set a date and post the letter remembering to send it recorded so there is proof of reciept and a date.

Retentions will call but just say no to them.

Guys_Dad

I think the main point here is that 3 are about the most difficult company to cancel with.

You can't blame a company for trying to keep you, but the problem exists when the CS guys clearly don't listen to what you are saying and plough on regardless.

My advice is to keep calm and interrupt them asking for their name and then telling them that you want to be connected to a supervisor to make a complaint about them hassling you.

There is a slight danger they may put down the phone on you, but one thing that CS staff who are offshore so not want is a complaint made about them. They are then more likely to get to the point and give you your PAC code or cancellation.

I always ask for a PAC code and make sure it is used. This protects me against the problems that some MSE members have faced whereby they find a long time afterwards that the contract has not been ended as thought and debt collectors are chasing them as well as their credit record trashed.

jd87

Guys_Dad wrote: »

I think the main point here is that 3 are about the most difficult company to cancel with.

I'm so glad somebody understands the situation here. The level of pressure and manipulation was just so extreme I just wasn't prepared for it. Everything from telling me about every single tiny little feature of the iPad to asking me about my personal circumstances. All whilst I was just trying to get a word in edgeways to say I wasn't interested.

I'm going to try calling again today, I know what to expect now and I'm just going to have to be rude if necessary. If that fails I'll have to try the letter.

Guys Dad, you said about getting a PAC code and using it. I don't really have any use for the PAC code except maybe a random giff gaff sim card if I can find it. Is it really necessary?

MillicentBystander

I can't believe the posters sticking up for Three here! This is NOT standard procedure, they are the worst company I have ever dealt with when cancelling a contract. Without banging my own drum here I like to think I am very good at dealing with a plethora of companies over the phone; never had a problem in all the years I've been annually cancelling car/home etc insurance but Three are in a different league of awfulness here. It's a master stroke having the overseas call centre as you never really get the upper hand in the conversation on account of not actually knowing exactly what the other party is really saying. i never ever rely on abruptness in my phone dealings (it usually gets you nowhere) but Three pushed my buttons sufficiently to break my duck here. Awful awful company. Cheap for a reason.

Never again.

digp

3 is the most awful company ever.

gjchester

Guys_Dad wrote: »

I think the main point here is that 3 are about the most difficult company to cancel with.

Which is why it's better in writing. Yes they can call you but you can put the phone down on retentions knowing the cancellation is in place.