Three refusing to repay overpayed direct debit

mummy12345

Hi All,
I have just had a long, frustrating phone call with 3 who say they will not refund £90 overpaid via direct debits. The DD is still running (now at the correct amount) for a dongle account I have with them - the overpayments were for a laptop add-on costing £15 per month for 24 months. They did not adjust the DD when the 24 months was up but carried on taking it.
Should they pay??
From an annoyed 3 customer! :mad:

d123

mummy12345 wrote: »

Hi All,
I have just had a long, frustrating phone call with 3 who say they will not refund £90 overpaid via direct debits. The DD is still running (now at the correct amount) for a dongle account I have with them - the overpayments were for a laptop add-on costing £15 per month for 24 months. They did not adjust the DD when the 24 months was up but carried on taking it.
Should they pay??
From an annoyed 3 customer! :mad:

Take it up with your bank

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/27/27-directdebit-guarantee.htm

The direct debit guarantee applies to all banks and building societies taking part in the direct debit scheme. It says that:

if there is a change in the amount to be paid or the payment date, the person receiving the payment (the originator) must notify the customer in advance.
if the originator or the bank/building society makes an error, the customer is guaranteed a full and immediate refund of the amount paid.
customers can cancel a direct debit at any time by writing to their bank or building society.

grumbler

mummy12345 wrote: »

... - the overpayments were for a laptop add-on costing £15 per month for 24 months. They did not adjust the DD when the 24 months was up ...

Can you explain how this add-on works? Any link?

Bobster64

Take them to the s,all claims court. It may cost you but they won't turn up and when they don't you will win automatically. You can then demand they pay And if they don't you can just walk in and grab a laptop or something to cover the value set by the court and there is nothing they can do. To see their faces should be fun too.

mije1983

Bobster64 wrote: »

Take them to the s,all claims court. It may cost you but they won't turn up and when they don't you will win automatically. You can then demand they pay And if they don't you can just walk in and grab a laptop or something to cover the value set by the court and there is nothing they can do. To see their faces should be fun too.

I think the OP needs to give some more information before people advise them to spend more money going to small claims which could turn out to be wasted. Not to mention that they should go through the networks complaint procedure first.

DUTR

mummy12345 wrote: »

Hi All,
I have just had a long, frustrating phone call with 3 who say they will not refund £90 overpaid via direct debits. The DD is still running (now at the correct amount) for a dongle account I have with them - the overpayments were for a laptop add-on costing £15 per month for 24 months. They did not adjust the DD when the 24 months was up but carried on taking it.
Should they pay??
From an annoyed 3 customer! :mad:

Mummy you need to clarify, it sounds like you were on a deal for a minimum agreement of 24 months, and after the 24 months you never bothered to cancel the contract,although you retained other aspects of the service, in fairness that is not the fault of 3, you as the customer has to manage your affairs too, we all have these wonderful ddevices and a reminder could have been set in various places.

mummy12345

The add-on was a deal to get a laptop through my dongle account for a £15 payment per month. The payments were to last 24 months. I assumed (obviously wrongly) that 3 would stop requesting the £15 after the 24 months but they just kept taking it.
Trouble is, I don't have a copy of the agreement and when I called to request one they kept me on hold forever and seemed a bit vague, saying they would pass my request on to another department. Hopefully a copy will show up in the post soon so I can go to my bank and claim through the DD guarantee...

grumbler

What you say doesn't look like an "add-on".
It looks like a typical open-ended mobile broadband contract with a 'free' laptop and 24 month minimum term. Such contracts go on until you give a notice to cancel it.

mummy12345

grumbler wrote: »

What you say doesn't look like an "add-on".
It looks like a typical open-ended mobile broadband contract with a 'free' laptop and 24 month minimum term. Such contracts go on until you give a notice to cancel it.

Three have just described to me as an add-on...I had a contarct with them before the laptop - it increased by £15 per month because of the laptop. Simply very annoyed that they have taken my money for nothing - surely they can't get away with it - the actual dongle allowance/data cost is only £7!

chanz4

also for he wise guy who said they could walk into 3, wrong you wont get passed the security/ doors

grumbler

mummy12345 wrote: »

Three have just described to me as an add-on...I had a contarct with them before the laptop - it increased by £15 per month because of the laptop. Simply very annoyed that they have taken my money for nothing - surely they can't get away with it - the actual dongle allowance/data cost is only £7!

So, what did you expect after 24 months? £0? £7? Did you keep using the dongle?