Dispute with Three

xMarshyy

Hi

Back in February I wanted to cancel two contracts with Three as I was moving to EE, as at that current time they were offering a better deal on the iPhone 6.

I bought the contracts with EE and then notified Three that I wanted to leave and also that I wanted to receive my PAC code so I could transfer my number over. The contracts with Three at this point were 30 day rolling contracts so I wasn't fussed about buying the new one with EE before the Three one had ended.

This is where it got difficult, I received my PAC code off Three and tried to use it with EE, for some reason it had failed and wouldn't allow me to transfer the number over. I then noticed that I had a direct debit out of my account to Three, which I had asked over the phone when asking for my PAC code to be cancelled. I then contacted them about this and they said there was £80 with standing on the account.

I explained the situation to them about how I did ask for them to be cancelled when I asked for my PAC code, but they must of misheard or something?

When trying to contact them over this matter, I had sent around 5-6 emails before anyone from the complaints team even replied.

Now they are offering me £50 credit on the account, which will still leave me with £30 on the account or I could go to the Ombudsman but they wont offer the £50 credit if I do.

Please note that when I rang for my PAC code and for the contracts to be cancelled, I stopped using the phones and sim cards from Three, This must show on their records that I haven't used it since that phone call.

I'm in two minds on what to do, go to the Ombudsman and complain about them and risk the £50 credit for the account, or just accept the £50 credit and pay the £30 remaining. I do feel like I have been hard done by with the way its been treated.

Any input would be greatly appreciated.

Silk

When you ask for a PAC it overrides the cancelation process and the contract carries on until you use it.
If you failed to use it you should have cancelled the contract.
It would seem the £50 offer is quite a good one under the circumstances IMO

xMarshyy

It wasn't that I failed to use it, when I submitted it to EE they responded with an error saying that they couldn't do it and by that time it was out of the 30 days you get to use it within.

Silk

xMarshyy wrote: »

It wasn't that I failed to use it, when I submitted it to EE they responded with an error saying that they couldn't do it and by that time it was out of the 30 days you get to use it within.

In which case you should have requested a new one if you still required the number or taken it up with EE as to why they couldn't use it,

keith1950

As above.....when the PAC didn't work it was up to you to either request another PAC or cancel the contract. You didn't follow the correct procedures so I think Three are being very reasonable with their £50 offer.

Too many people think they can request a PAC AND cancel when in fact it's request a PAC OR cancel.

macman

Not using the account after a certain date is irrelevant-the service was still available for as long as the contract continued to run.