Wrongly charged by Three

thebennyboy

I phoned Three to cancel my contract about 3 weeks ago and on monday i got charged £29 (my usual contract amount).

The issue is that i was told i wouldn't be charged anything until i receive my final bill (i cancelled early). I phoned to query it and the adviser had no clue what i was asking him and started talking about a debt collection agency??!! Politely told him i would contact them through social media and put the phone down. ~20 mins on the blower.

Asked them to help on their twitter and was told to fill out a form so they could try to help. I never received any confirmation emails and i got told they couldn't help as i never got any confirmation emails. They then said i could contact them via their web chat and they should be able to help.

Opened up the live chat and spoke to "Bernadette". She took 5 - 10 minutes to reply to pretty much each message, It took about 20 minutes to get her to tell me she couldn't help. :mad:

I then tell her i intend to make a complaint and it goes totally dead, no replies, NOTHING. She ended the chat on me! :mad::mad::mad::mad:

Livechat transcript - I've removed any sensitive info:

19:17Bernadette
Hi there, you’re speaking to Bernadette. How can I help?

19:18Visitor
Hi, i cancelled my contract with Three and £29 was taken from my account. I was told by the retentions adviser thati shouldn't have been charged until final bill.

19:19Visitor
Contact you on twitter but had issues with the contact form so was pointed over to live chat

19:19Visitor
Contacted*

19:22Visitor
I cancelled a couple of weeks ago

19:22Visitor
and got charged £29 this monday

19:27Visitor
Hello/

19:27Visitor
?

19:29Bernadette
Hi, really sorry but as this will need some investigation I can't look into it over webchat. What issues did you have trying to fill in the form?

19:30Visitor
I never received any confirmation email.

19:31Visitor
Which apparently meant they couldn't help me.

19:31Visitor
So i was told to try the web chat.

19:38Bernadette
Did you stay within the character limit in the support form? If you put in more words than the character limit the form won't send for you. Can you check your character count and try again?

19:44Visitor
--Picture of filled out form--

19:44Visitor
Then after submitting: --Picture of sent confirmation webpage--

19:55Visitor
Hello?

20:02Visitor
Should i just make a complaint?

22:10 was when she ended the chat session.

So, what should i do? I have no idea if i was meant to be charged! Is there any way i can use the direct debit guarantee to claw the money back until they confirm whether or not i should've been charged?

I will be making a complaint though as that is probably the only way i'm going to find out.

Silk

What difference does it make whether they charge you £29 now or add it to your final bill ?

grumbler

As you cancelled early, i.e. most likely owe more than a monthly amount, I don't see anything to complain about until you receive the final bill.

Any chance you wanted to port your number and got PAC? If so, have you used it already and when?

thebennyboy

Silk wrote: »

What difference does it make whether they charge you £29 now or add it to your final bill ?

The issue is that i have no idea whether it was meant to be taken in the first place. The shoddy customer service isn't helping either.

grumbler wrote: »

As you cancelled early, i.e. most likely owe more than a monthly amount, I don't see anything to complain about until you receive the final bill.

Any chance you wanted to port your number and got PAC? If so, have you used it already and when?

I got a PAC, cancelled the contract (30 days notice) and requested a move the same day. My issue is whether i was meant to be charged or not, as the rententions adviser said i shouldn't have any more money taken until the final bill is issued.

Silk

Have you used the PAC ?

Silk

Thinking about it if you haven't used the PAC yet you haven't cancelled the account yet so you should be charged the £29

thebennyboy

Silk wrote: »

Thinking about it if you haven't used the PAC yet you haven't cancelled the account yet so you should be charged the £29

Sorry i didn't explain very well. I used the PAC the day i got it.

Silk

I'd just wait to see what the final bill is but don't cancel the DD

macman

Since you are charged a month in advance, you'll continue to be billed on your normal billing cycle up until the end of your 30 day notice period. Your final bill will then give you a credit for any unused period.