Three - how do I manage them?

BristolMan

Hi,

I took out a contract with Three a couple of years go. Last month, I went into my local store and upgraded my phone. I paid an early upgrade fee. The following month, my old monthly fee left my account. The next month, I received a bill that was £15 more than I'd agreed.

I called the call centre, but get the feeling that I'm being fobbed off. However, it's a difficult thing to discuss with them because:

1) Their accents are so strong, I can't understand them
2) The topic discussed is complicated anyway
3) They just seem to want to get me off the phone asap, without actually solving the problem.

A couple of years ago, I had another problem with three. I managed to speak to their executive office. This was great, as they spoke clearly and resolved the issue. Do they still have an executive office?

So far - I've put about two hours into this (waiting on hold, re-explaining situation dozens of time etc.)

How can I manage them?

macman

Write to or email the exec office. Do you not have the original address from your first dispute?

im-lost

executive.office@three.co.uk

Is the one I used a few months ago...

If youopaid an early upgrade fee, you essentially paid to terminate your old contract and started a new one, the first bill will be higher depending on how far in to the billing cycle you joined at, then there could also be an additional fee if you don't pay by dd.

Check these before ranting at them.

Do you have access to your online account? If so a full breakdown if your charges will be in there

Buzby

Also, you may be on a different tariff which costs more - check your bill to compare the costs of the old and new deal.

diamonds

That's misrepresentation under the Sale of Goods Act if the price charged is not what you agreed.


Call your local council Trading Standards dept, don't be fobbed off going to Citizens Rights, only the local authority has legislative powers.

BristolMan

Great. Thanks for your replies everyone. I'd seen somewhere that the executive office email address was now inactive. I'll email it and see how I get on.