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Problem with Three and contract length

I started a cashback deal with Three on 28th July 2005. When I phoned up for a PAC code last year (end of June) they offered me a new handset and half price line rental for a year. The letter they sent me confirms the extension to my contract saying my minimum term will end on 29/06/2007.

I phoned up to see what deals they would offer me to renew this year - and they were rubbish, so I asked for my PAC. Whilst giving me my PAC code they told me that I would have to pay line rental until the 10th August. I didn't question it at the time but emailed them later.

They called me back today and confirmed that I would have to pay until 10th August but they couldn't tell me why. All they said was it was because I upgraded but they couldn't explain why.

I had assumed that my contract would end with my final bill produced after this date - yet Three are trying to sting me for an extra £15. I am quite annoyed - not because of the money but the principle. Unfortunately I seem powerless to do anything about it - and the customer services reps can only tell me what it says on their screen.

Any one have any ideas? Three have been pretty good but are hopeless when you have a problem to resolve.

Comments

  • gema21
    gema21 Posts: 47 Forumite
    When you extend a contract with them, it's from the point of when your contract ends. So for example, if my contract was due to end on 01/07/07 but I upgraded on 15/06/07 my end date for the new contract wouldn't be until 01/07/08. I did the same mistake as you, and I was staff at the time! The letter is the sticking point though, surely if you fax it to them, they can see when the minimum term ends and then give you the pac?!
  • An update! My faith in Three customer service is restored!

    I've moaned and spoken to CS rep after CS rep and all told me the same. My minimum term ending is when I can upgrade and includes the last months line rental. I spoke to 5 different reps on the phone after I kept querying their responses by email and got nowhere.

    The clincher was the letter from Three with contract details on (I sent them my initial bill from three and my upgrade letter). Complaining by email and phone had done no good but putting photocopies in the post did the trick - they amended the end date on my contract to the end of the month.

    I'm still undecided whether to use my PAC or take one of the deals they offered me but I am feeling less inclined to leave at the moment.

    The moral of the story - keep all the paperwork they send and complain in writing! :money:

    (interesting how I posted the letter to scotland and the response still came from the call centre in India :-))
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