Mobile Phone Contract - Provider Not Honouring Agreed Price

ChrisGelderd

Thanks for your reply - I've logged my issue with the Proofs department, having my e-mail from 3 confirming what I paid for, and Customer Services are looking into it, but I also logged a complaint form with the Complaints team about this so all areas are covered by me now.

I've even logged a complaint with Trading Standards to back me up about what I can do, as I'm not paying £34 a month for this, end of. I'll cancel the DD if I need to as my contract wsa for £18, and they have no proof I agreed to £34, where I have proof for the £18.

Checking your PM now...

gj373

Hi Chris,

I have emailed you directly. I can't imagine we are the only people with this problem and I think this is going to blow up for Three. Will be interesting...we are certainly willing to fight this one.

Graeme

ChrisGelderd

Thanks Graeme, will respond at home tonight.

I can't see a way out for 3 unless they honour the contract sold to us, that or I will cancel the DD until it's sorted - I have until December 28th before the payment is due, so will chase a resolution until then.

somethingcorporate

If it's a finance agreement cancelling the DD could be a really bad idea as they may register a default on your credit file.

Just pay and dispute it with the company - this is far better than risking not being able to get any credit until the default drops off.

gj373

somethingcorporate wrote: »

If it's a finance agreement cancelling the DD could be a really bad idea as they may register a default on your credit file.

Just pay and dispute it with the company - this is far better than risking not being able to get any credit until the default drops off.

Yes this is what I was worried about with cancelling the direct debit.

ChrisGelderd

True, I am just worried about this payment being taken and dragging out for a month or so, but I hope we will have a resolve by 28th December when the payment is due.

Best not cancel DD I suppose, I need to fight my corner and wait now for their response.

gj373

Have found another person with same problem over on the Three customer care blog.

ChrisGelderd

Have you got a link? This sounds like it's going to be costly for 3 to rectify this error.

gj373

Not allowed to post links. If you go to blog dot three dot co dot uk and select Customer Care and then Upgrade your phone online you will see the comments.

Worth recording you have a problem there as well.

ChrisGelderd

Just done that now, thanks.

Can I ask, when you talked to the "Excellence" Complaints team, did they say they will honour the contract with proof?

I've not spoken to them direct, but have a tracking reference and don't know if I should call to have them verify this to me also, or leave it and wait for them?