AAGGH THREE is ripping me off! Help!

laura_tyne

Hi all

I've just off the phone from 3's Indian call centre and really need help!

I tried downloading the "Who Wants to be a Millionaire" game on the 3rd March.

It was £5 so I clicked and went to a screen that read "You have purchased this game" and so I clicked to download it.

Instead of downloading it came up with "Certificate Expired"!

Hmm...so I pressed "back" and tried again. Same thing. I tried 5 times in total over the next few days.

Worried I might be charged £25, I called 3 and they stated I would only be charged if I actually downloaded it. Phew...

I asked what "Certificate Expired" meant, it meant that even though it was on their browser, they had stopped offering it for sale.

My bill for March came in and they had charged me £25!

I called again, the guy understood and told me that in "80% of cases I can get my money back" and referred the matter to Billing and Enquires (Who you're not allowed to talk to) To send out a revised bill.

My new bill was received today....no credit added...

I called and spoke to a manager who kept stating that the game was only down for a few hours and that the system has logged me downloading it 5 times!

He offered me a Goodwill gesture of £5 credit in exchange for the £25 I had spent on NO PRODUCT!

Please help!!

andy88_2

It should be obvious to them that you would not download it 5 times, so I reckon they should refund £20 with no discussion at all, and then they ought to be able to discover that you didn't get it once and refund the other £5.

I think you'll just have to talk to them more; I don't know the structure of their complaints department to suggest any thing else. Maybe other people ...

jf2404

Only thing to do when they don't budge, is to get nasty, say you'll cancel, say you'll contact ofcom, say you'll contact watchdog and if your out of contract say you'll cancel, see what happens, if there a "customer" company then they will do whatever they can to help, if they don't give a toss then you will have to contact the above AND cancel, see what press they get.

good luck.

seaniboy

complain through Ofcom, then Executive team from Glasgow call you, they will sort it

laura_tyne

I've just called them to let them know that I will be complaining through Ofcom. I'm advised to call back within 3-4 working days so they can can "escalate(?!?!)" the bill.

Maybe he meant evaluate?

Watch this space

jf2404

Sounds promising.

They would have told you there and then if they wern't going to do anymore.

good luck.