Dealing with Three cancelling a contract before it starts.

fat-pudding

I recently ordered a sim from Three for a 30 day contract and it didn't turn up in the time period they said so after calling them and dealing with their attempt at customer service "we can send you another sim but you'll have to wait 3 or 4 days or go into a store" I felt this wasn't good enough so asked to cancel the contract as I was annoyed and didn't want to muck around with them any more, the agent on the phone had poor English skills and was hard to understand but said he couldn't help so would put me through to another department.

I was then put through to another customer services agent who started to argue with me and said it wasn't possible to cancel as the contract hadn't started yet and I had to wait, start the contract when I got the SIM and then cancel as it was apparently my fault that I'd not got the SIM card. At this point I felt this was showing that Three are not capable of providing basic customer service so told the guy I wanted the account cancelled and nothing else and he wouldn't do it, apparently this was impossible to do over the phone, anyhow after a bit of a circular argument I told him I wasn't going to activate the sim when it turned up just to cancel it and as they had not delivered the sim in the period they advised he was to cancel the account as it was no longer required. Suddenly he just said it was cancelled and no money would be taken but there was no way for them to confirm this with an email or letter and then said he was hanging up on me and put the phone down!

So, I've now cancelled the direct debit but today I got a welcome email from Three saying welcome to Three and the sim card turned up today but I'm not opening it or registering it. Does anyone know what to do about this as I don't want to waste my time dealing with Three but with no confirmation that it's cancelled I'm a bit concerned they'll treat the account as opened and then try to take money but with no DD authority now and then put red marks against my credit history. The guy I spoke to didn't give me any detail of which department he was in or his name.

Quite honestly, given this experience I wouldn't suggest using Three!

ZhugeEX

fat-pudding wrote: »

I recently ordered a sim from Three for a 30 day contract and it didn't turn up in the time period they said so after calling them and dealing with their attempt at customer service "we can send you another sim but you'll have to wait 3 or 4 days or go into a store" I felt this wasn't good enough so asked to cancel the contract as I was annoyed and didn't want to muck around with them any more, the agent on the phone had poor English skills and was hard to understand but said he couldn't help so would put me through to another department.

I was then put through to another customer services agent who started to argue with me and said it wasn't possible to cancel as the contract hadn't started yet and I had to wait, start the contract when I got the SIM and then cancel as it was apparently my fault that I'd not got the SIM card. At this point I felt this was showing that Three are not capable of providing basic customer service so told the guy I wanted the account cancelled and nothing else and he wouldn't do it, apparently this was impossible to do over the phone, anyhow after a bit of a circular argument I told him I wasn't going to activate the sim when it turned up just to cancel it and as they had not delivered the sim in the period they advised he was to cancel the account as it was no longer required. Suddenly he just said it was cancelled and no money would be taken but there was no way for them to confirm this with an email or letter and then said he was hanging up on me and put the phone down!

So, I've now cancelled the direct debit but today I got a welcome email from Three saying welcome to Three and the sim card turned up today but I'm not opening it or registering it. Does anyone know what to do about this as I don't want to waste my time dealing with Three but with no confirmation that it's cancelled I'm a bit concerned they'll treat the account as opened and then try to take money but with no DD authority now and then put red marks against my credit history. The guy I spoke to didn't give me any detail of which department he was in or his name.

Quite honestly, given this experience I wouldn't suggest using Three!

It doesn't sound to me like it's cancelled. Go into a store and get them to sort it out for you if you don't want the hassle of the call centre.

I'd try and sort this out as soon as possible to confirm it's cancelled otherwise you could be paying for something you don't want.

Make sure you get written confirmation. i have no idea what's wrong with some customer service agents sometime.

HeadAboveWater

3??

:eek:

Good luck!

fat-pudding

So, as I thought, the guy on the phone was lying to me. I just called them up and spoke to someone else who gave me their department name, their name, a cancellation reference number and a promise no money would be taken and that I'll get confirmation within 21 days that it's cancelled.

Frozen_up_north

fat-pudding wrote: »

I recently ordered a sim from Three for a 30 day contract and it didn't turn up in the time period

Been there, done that... Well almost. I ordered a SIM on contract, which didn't turn up in the time they said (3 days), I phoned to ask if it had been sent and was given a spurious courier tracking number showing it hadn't been collected, phoned back and was told they sent SIMs via Royal Mail and there was no tracking number. I asked that they block the SIM as it might have been lost or stolen.

Asking them what to do next got the usual call centre nonsense of it will be delivered by 6pm today, etc. I phoned the Scottish sales office but they couldn't access my account and suggested I obtain another SIM from a Three store and ask them to swap the number, this costs £5... After again phoning the call centre (Indian one) and complaining about the cost they said it would be deducted from my first bill.

To cut a long story short, I went into a Three shop, they gave me a free SIM and arranged the swap to the "in the post" SIM there and then. Three credited me £10 for the hassle and the original SIM arrived in the post the following day!

My guess is their mailing facility is pretty slow and of course the call centre doesn't help most of the time.

fat-pudding

That's entirely why I called yesterday, no sim within 3 days and my PAC code was expiring so as they couldn't help me out (without making me wait even longer or telling me to visit one of their stores!) When I told them I wanted to cancel the guy was abusive saying it's my fault and that I was being impatient as it might take longer than 3 days for a sim card to arrive and I should just wait.

After his attitude on the phone towards me he really got my back up hence me wanting to cancel on the spot. Hopefully all sorted now.