Help with a complaint to 3 please

Sunshine_and_Roses

The lovely people at 3 cancelled my contract by accident.

I contacted them about upgrade options, they offered me some not very good deals, I said I would consider them and ended the call. They sent me a text message saying no changes would be made to my account.

A month later, my phone was showing emergency calls only. I phoned them and they told me my contract had been cancelled, and could not be reinstated.

Long story short(ish), I was without any service for almost two weeks, have spent about 8 hours on the phone to them, spoke to numerous people both in India and Glasgow to try to get reconnected, and thankfully it has now been sorted.

They have offered me £30 credit as they have admitted full responsibility for the incorrect cancellation of my contract. I have argued that I deserve more for time and inconvenience, also phone calls made to them. Am I wrong to think this is an insult? Anyone had any experience of similar errors and can give me some advice for complaints letters? Thanks.

Collabora

They have now reinstated your contract a given you £30 credit.

personally i would leave it at that as you dont want to rock the boat

JJ_Egan

£30 is about right unless you had a business account .
Or you can give an itemised bill for costs . Basically your time is worth nothing unless you can prove a loss .

Marktheshark

Probably did you a favour, they appear to be the network that has decided it no longer wants any customers.

ConsumerGuy0016

Like JJ said, you could provide them an itemised bill of your costs and ask them to up their offer. If they refuse and you feel you can 100% substantiate your costs then issue a letter before action and take them to court.

Latter option seems a bit unnecessary unless your costs are £75+ though

Sunshine_and_Roses

Thanks everyone. One of their customer service people told me last week that the offer of £30 was unacceptable, and they would make sure I was suitably compensated. When they came back to me with this offer today I was expecting something more, which is why I have refused to accept it and they are escalating the complaint.

I will fire off the letter of complaint to them, though as you say I will probably wasting my time.

Collabora

Marktheshark wrote: »

Probably did you a favour, they appear to be the network that has decided it no longer wants any customers.

don't this this is true as they are after o2 if BT decide just to take over EE and not go for o2 also

d123

Collabora wrote: »

don't this this is true as they are after o2 if BT decide just to take over EE and not go for o2 also

just to allay your fears there, that would NEVER happen, the authorities would not allow BT (or anyone else) to own 2 of the networks.

If the EE deal doesn't go ahead, then you might see BT go after O2, but it won't be both.

Collabora

d123 wrote: »

just to allay your fears there, that would NEVER happen, the authorities would not allow BT (or anyone else) to own 2 of the networks.

If the EE deal doesn't go ahead, then you might see BT go after O2, but it won't be both.

thats why three are going after o2 as the last report i saw was its almost a done deal that EE will become part of BT, but the regulators could make BT sell off Plusnet as part of the deal

chanz4

I cant say too much, a relation works close to this and its true about the above

JJ_Egan

Why sell Plusnet its not a mobile network company .
More likely to have sell EE broadband network .