Three Pay Monthly Extra Charges

SpooD · 8 July 2015 at 10:03PM

Just an update on the situation. After much 'discussions' with the complaints department, I requested a deadlock letter and contacted ofcom. Three passed on the deadlock letter request to another department who then refunded the full overcharged amount. I appreciate everyone's comments however the entire situation was born out of misinformation! Whilst Three didn't admit any wrongdoing, for a service provision company, their service sucks:

1. They didn't advise on the best downgrade plan for me based on my past usage over nearly 4 years when I walked into the shop and said that I wanted to reduce how much I paid monthly
2. There was no mention of an allowed credit limit, regardless of what the limit was set at!
3. There was mention of a cap on calls/data usage at the time of signing the contract.
4. The contract doesn't outline anything but has one sentence saying to check out T&Cs on their website.
5. There is no notification to advise you of approaching or going over the limit.

I work in a company that provides scientific and technical service to big companies and there is no room for such underhanded behaviour in a competitive market! If we want to retain our clients and have repeat business, we need to deliver on what they have asked, and can't go about withholding important information about charges and then turnaround and say that they should have been aware of it from the start and read up our company's T&Cs on our website! Simply put, there needs to be a level of transparency and Three mis-sold a product.

Had they mentioned about the credit limit or lack of notification for going over allowed minutes or not capping, I would have signed up for a new contract with them for a new phone on the spot! However, this whole experience has left a bitter taste where Three are concerned and certainly made me more aware of hidden charges to expect in the future with such companies!

Buzby · 9 July 2015 at 8:44AM

You complain about something that no network does. Indeed, if you went to any other network the same scenario would prevail - so it would appear your expectations are out of line with what actually happens.

Why mention a 'credit limit' when they do not offer one? Any due dilligence remans your resonsibility, you cannot relay on any salesman to provide what you expect, whether phone, car or double glazing.

The upside? Three was most likely the cheapest network of them all, so you saved in the main. If you take a cavalier attitude to phone use without realising your responsibilities, you'll be disappointed - whoever provides your service.

Stick with PAYG - when the money runs out, so does the phone. There are no hidden charges - they are all listed in the Price List, whether prepay OR contract, and available to view online. Or would you prefer they read that out to you on the phone?

corf999 · 9 July 2015 at 9:33AM

Is the problem that the cut you off when you spent your £100 credit limit when you used £100 worth of calls/texts/data?

or

That they didnt cut you off sooner?

Its difficult to understand but on the face of it I think you got lucky if they have offered to waive some of your bill.