Cancelling phone contract - direct debit

meowmix1989

I took out a contract on the 16gb iPhone 5 with Three, before changing my mind (within the 14 day cooling-off period) and had the handset exchanged in-store for the 64gb version.

This involved Three cancelling the contract taken out on the 16gb model, and me entering into a new contract for the 64gb model.

It transpires that Three never did cancel this original contract, and have been taking TWO direct debits from my account each month.

The Three staff that I have spoken to say that, upon producing evidence that I returned the original handset (apparently they don't keep any of their own records relating to returns), they will reverse the charges to my account for the unused contract.

However, I have the feeling that it will take a while for this to be resolved, and would like to know if I can ask my bank to cancel the erroneous direct debit. I know that this would technically be a breach of contract (albeit a contract that Three have wrongly failed to terminate), so am concerned that it may affect my credit score.

Any advice would be hugely appreciated.

Thanks.

CoolHotCold

Two options.

Continue to pay the DD each month and Three will eventually recredit all money taken and stop the DD.

Second Option

Cancel the DD, Credit Score affected, Three passes on debt to debt collectors, more credit score affected, three eventually recognise mistake and refund money and call off the debt collectors, you contact the Credit companies to ensure that the wrongful entries are removed from the system.



Honestly, If you can afford to pay two contracts I'd do that as it's by far the one with less problems.

timbstoke

CoolHotCold wrote: »

Honestly, If you can afford to pay two contracts I'd do that as it's by far the one with less problems.

Really? You'd happily continue giving money to a company that both you and the company know they're not entitled to for the sake of an easy life?

Call your bank, cancel the incorrect DD, and invoke the DD Guarantee for a full refund of all money paid to date. The bank will probably tell you you can't do this. Quote the DD guarantee at them and insist.

Then write to Three, outlining the issues you have had. Tell them that you've had the money refunded by your bank, and you look forward to hearing how they intend to compensate you for the inconvenience and lost interest on the money incorrectly taken from your account.

Don't actually hold out any hope of getting compensation - it's not going to happen, but using that as a starting point will often cause your case to be passed up the chain beyond the front level customer services people, where it will be seen by someone who isn't simply working to a script and a target, meaning they will actually look at your case and hopefully give you a satisfactory response (in this case, confirmation that the account is closed and you won't be receiving any more charges or recovery action from them) in the first instance rather than having a long, drawn out argument with them.

visidigi

timbstoke wrote: »

Really? You'd happily continue giving money to a company that both you and the company know they're not entitled to for the sake of an easy life?

Call your bank, cancel the incorrect DD, and invoke the DD Guarantee for a full refund of all money paid to date. The bank will probably tell you you can't do this. Quote the DD guarantee at them and insist.

Then write to Three, outlining the issues you have had. Tell them that you've had the money refunded by your bank, and you look forward to hearing how they intend to compensate you for the inconvenience and lost interest on the money incorrectly taken from your account.

Don't actually hold out any hope of getting compensation - it's not going to happen, but using that as a starting point will often cause your case to be passed up the chain beyond the front level customer services people, where it will be seen by someone who isn't simply working to a script and a target, meaning they will actually look at your case and hopefully give you a satisfactory response (in this case, confirmation that the account is closed and you won't be receiving any more charges or recovery action from them) in the first instance rather than having a long, drawn out argument with them.

Of all the companies not to do this to its three.

Left hand and right hand don't know what they are doing and they can trash your credit over it. I would keep paying it for the very fact you have the dd guarantee.

If you can afford it do it, if not then you have little option.