Mobile Phone Contract - Provider Not Honouring Agreed Price

gj373

I think the word "should" was used when talking about honouring the contract...but words are meaningless I guess. I would call them and ask to speak to the complaints team. They need to start putting two and two together and realise there has been an almighty balls up. Good Luck!

ChrisGelderd wrote: »

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?

ChrisGelderd

Well I've spoken to 3 and they ask for a little more patience as this is getting looked at to be resolved, and the lady did say "of course" to honouring the contract, as she said, what I have here as proof in writing that 3 have sold me, they can't not provide that.

So here's hoping something starts to get resolved soon for us.

gj373

Thanks for the update Chris.

Do they know now that this has been a widespread issue? Sounds like more confirmation that it will get honoured. Going to cost them a lot of money I think.

Also, was this someone in the UK or India you spoke to?

ChrisGelderd

Well yesterday, it seemed to be mentioned that other customers had this issue and the proofs were being directed to "upper management" for resolution.

It was someone in India which isn't the BEST confirmation, but she knew what I was saying, and knew my issue and simply said the written confirmation I paid for would be the contract they have to honour....

ChrisGelderd

Update: I have a letter from 3 on arrival at home "thanking" me for staying with them, and confirming that the package is actually £34 a month.

Although this was sent on the 5th of December, the date my phone arrived, but this is void as it doesn't confirm what I bought on the 3rd of December, the £18 a month deal.

I've just stored it with my paperwork for fighting back.

gj373

ChrisGelderd wrote: »

Update: I have a letter from 3 on arrival at home "thanking" me for staying with them, and confirming that the package is actually £34 a month.

Although this was sent on the 5th of December, the date my phone arrived, but this is void as it doesn't confirm what I bought on the 3rd of December, the £18 a month deal.

I've just stored it with my paperwork for fighting back.

Yes same thing here but this letter is, as you say, irrelevant. Not even going to bring that up with them. We entered in to contracts in good faith based on what was presented on their website and confirmed by email.

Dukester8

gj373 wrote: »

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.

So have they definitely honoured your contract now gj373?

I'm asking because everything you've been through i'm now going through! I received a letter saying I'd upgraded and the total cost was £42 per month.. Exactly the same as what you've been through!

It was clear as day what I was signing up to when I signed up for my upgrade, which is why I went ahead with it.

Do you have the number for the excellence team you could pm me please?

Also see below screenshot for the email I received proving it stated £22.00 per month, and it didn't say anything about the cost of the phone being separate either.



Uploaded with ImageShack.us

gj373

No nothing definite yet. Just indications they will but I dont see whst choice they have especially with so many with same problem.

You need to phone 333 and try to get through to complaints dept.

Good luck

Dukester8

Keep us all informed then please gj373, I'm interested in yours and everyone else whose going through the same issues with Three, due to errors they made.

gj373

Worth also posting on the three blog and @ThreeUKSupport on twitter. These are uk based.