THREE: Giving 6 weeks notice instead of 4 will cost you £6.25

marktindal

FYI, if you provide Three 6 weeks notice that you're leaving them, they will charge you £6.25 admin fee. If you wait until EXACTLY 30 days before the end of your contract, there is no charge.

This is extremely frustrating, what if I forget to do it on that day or am too busy?

I asked the advisor today... "I don't want to leave early, I'm just letting you know earlier that 30 days. Can't you put the 9the February on your system as the cessation date"
Response.... "No Sir!"

Does anyone know if this is a legal practise?

darren72

I've encountered this with other providers, but when I point out that the notice period is a 'minimum' of 30 days, they usually back track.

If you stand your ground they should be able to action your request without any charge.

I believe they are just trying to put you off cancelling....

grumbler

marktindal wrote: »

Does anyone know if this is a legal practise?

No, it isn't.
All charges have to be listed in the T&C / tariff / price plan / price guide.
And the T&C (that I was able to find) say clearly "at least 30 days".

marktindal

Thanks both, I suppose I need to be more forceful, but that's often difficult when you're talking with an off-shore Contact Centre. They're simply reading from a script most of the time!

I'll try again tonight.

igdirect

Hi,

I've had the same problem. I'll be on holiday when Three claim I have to give notice ("30 days but we'll allow 38 days"), so I called to give notice at 60 days.

Three CS refused to allow it and said that if they accept my early notice they will charge an early termination fee - despite me pointing out that i was not terminating my contract early, only giving notice that I was not going to renew at the end of the minimum term. Three wouldn't budge.

I double checked the T&Cs and confirmed that "AT LEAST 30 DAYS" notice can be given (Section 10.1, paragraph (c) “... or if you want to end the agreement at the end of your Minimum Term or any time after your Minimum Term has expired, provided you give notice to Three Customer Services at least 30 days before the date you want to end the agreement. A Cancellation Fee will not be charged.”). Consumer Advice agreed that if Three refused, then they were breaching their own T&Cs. I also had this confirmed by the legal advice line provided by my home insurance!

I called again and said that Three would be in breach of contract if they refused to accept my 60 days notice. They repeated that they would not accept my notice until 30 days before my contract ended but would "make an exception" and allow 38 days.

I then asked if they were recording the call - yes, they were - and so stated that as Three was in breach of contract by refusing to accept my notice, the contract was effectively broken and that I was ending the contract immediately.

Rep made the usual threats of early termination penalties and fees, but I stuck to my guns and made him cancel the contract and give me a PAC number.

I'm now waiting to see if Three follow through, as I'm very keen to take this through legal process if necessary!