Mobile Phone Issue

jtattersall

Hi there,

My father during the middle of July bought a new mobile phone on a monthly contract from Carphone Warehouse. The advertised price was £21 per month and this was confirmed by the order confirmation email that was sent to his email account.

The problem? He is being charged £33 per month.

When he found out by looking at his bank account and noticing the £33 per month he contacted Three (the network on the contract) by telephone and they told him to send an email to proofs@3mail.com with evidence (the Carphone Warehouse order) that the phone contract should be £21 and not £33. He sent the email but had no reply.

So he waited and again they took another £33 the following month. I have tried sending an email to three and again had no reply.

Also when the next bill is about to go out Three send a text message to my father's phone saying that you bill is available online go to this link to check. Both of us have tried to login and we just get and error. Either the password is wrong (doubtful considering we have requested a reset and they don't work) or the phone number is incorrect, the number we have put in is definitely the phone number he uses.

So we are not sure where to go next or what to do next. Just wondering if anyone has any advice on how to get this resolved? Perhaps someone has had a similar experience and managed to get it sorted.

Thanks

Jon

Mxty

Are you sure there isn't some form of agreement, I was looking at contracts the other day as mine is up for renewal. The £21 might be the monthly price but he might be paying £33 for the first x amount of months and then get cash back, several amount of companies do this. Otherwise take it back to carphone warehouse directly and demand an explanation, i would.

jtattersall

Thanks for the reply.

In the letter from Three shortly after he took the contract out they said the first payment may be higher than expected but that was only the first month and after that should be the price agreed. This is why he waited another month to see what happened on the next payment.

grumbler

You seem to have misunderstood what Mxty meant.
Many contracts sold by CPW include some cashback that makes the 'effective' monthly price that they quote smaller than the actual price you pay.

ATM I see only 'automatic' cashback deals, but they used to have deals with cashback that you had to claim several times during the minimum term.

And regardless, as CPW sold the contract, it's their duty to sort everything out with '3', not the customer's.