Mobile Phone Contract - Provider Not Honouring Agreed Price

gj373

ILW wrote: »

Sorry, but that still does not seem to say a phone is included for the £18.00

They list what I get for £18.00 per month: IPhone 4S, Ultimate Internet 500

Not sure what is not clear.

System

A stupid question but how much was your old tariff? If you upgraded your phone in the upgrade window (3 months before the contract expires) you could possibly still be on the old contract and the new price hasn't kicked in yet?

ILW

gj373 wrote: »

They list what I get for £18.00 per month: IPhone 4S, Ultimate Internet 500

Not sure what is not clear.

Your earlier post omitted the comma after 4S, which would alter the meaning.

System

I assume this is the tariff you signed up for?
http://www.whistleout.co.uk/MobilePhones/Tariffs/Three/Personal/3-Ultimate-Internet-500-Plan?phone=Apple-iPhone-4S-16GB

It says the tariff is £18 a month and the phone is £14 a month. Making £32 which is what you've paid?

It looks like they sell this tariff in two parts, one part phone and one part the tariff. Did you receive a second email detailing the £14 a month charge?

gj373

No didn't get any other emails about any other charges.

So, we have just got off the phone to Three after 2 and a half hours (at least it is free to call them). We finally got through to the Complaints team. It does look like the system caused an error but after they have verified the email they will honour the £18 per month.

Thanks for your help folks, Complaints (also known as The Excellence Team) and not Customer Services are the people to speak to.

gj373

ILW wrote: »

Your earlier post omitted the comma after 4S, which would alter the meaning.

Ah ok, sorry about that. In the actual email they are listed on separate lines which makes it clearer but all the formatting is lost when I paste the email.

shocky_2

Wow, great result - good on you for pushing it!

Personally I find it shocking that 3 cannot get this right. Selling mobile phone contracts is their entire business for goodness sake, especially when we are looking at a core plan for one of the most popular phones. Unless there was some horrific IT error there must be hundreds of people in the same position as you.

gj373

youngsolicitor wrote: »

Wow, great result - good on you for pushing it!

Personally I find it shocking that 3 cannot get this right. Selling mobile phone contracts is their entire business for goodness sake, especially when we are looking at a core plan for one of the most popular phones. Unless there was some horrific IT error there must be hundreds of people in the same position as you.

Well we will just wait and see if they are good for their word. The thing is I know mistakes happen and was willing to give the phone back and have the contract cancelled - but they would not allow it.

It is inconceivable that a court (and we are willing to go that far as it is a lot of money for us) would find in their favour when the written confirmation we have states the monthly price and they want to charge almost double. Hopefully things will work out ok.

ChrisGelderd

gj373, I am glad I found this as the very same thing has happened to me!

I upgraded on December 5th and saw the iPhone 4S 16GB for £18 a month, no handset charge for 24 months.

Checking my bill, I am now expected to pay £34 a month! I've e-mailed the 3 upgrade confirmation to them showing they offered me the phone at £18/m and I bought it for that agreement and now have to wait and see what comes of it.

Can you tell me what steps you did to get them to honour the contract as I hope they do the same thing with me, as I didn't agree to pay £34 a month and hope you can shed some light to make this seem a brighter result for me!

Many thanks!

gj373

Chris, I have PM'd you.

This sounds like it has been an almighty !!!! up on Three's part and they are going to pay the price of not having a human check contracts before they are fulfilled.

The annoying thing is we are willing to be reasonable and allow Three to end the contract and they can have the equipment back - mistakes do happen. But they won't allow this - its cough up or face the consequences according to them...unless the complaints department can sort it out

Well we will see...

ChrisGelderd wrote: »

gj373, I am glad I found this as the very same thing has happened to me!

I upgraded on December 5th and saw the iPhone 4S 16GB for £18 a month, no handset charge for 24 months.

Checking my bill, I am now expected to pay £34 a month! I've e-mailed the 3 upgrade confirmation to them showing they offered me the phone at £18/m and I bought it for that agreement and now have to wait and see what comes of it.

Can you tell me what steps you did to get them to honour the contract as I hope they do the same thing with me, as I didn't agree to pay £34 a month and hope you can shed some light to make this seem a brighter result for me!

Many thanks!