"Calls across the water" by Three...

Irratus_Rusticus

Hi, wondering if any experts here might know answer to this as won't fit in MSE's great resolver service...

Pensioner relative was living in southern Ireland planning to move permanently to England near children. Three Ireland rang up a few months before move and recommended new two year mobile contract (phone included).

Relative explained moving to England imminently and didn't think Three Ireland contract would make sense but Three assured her recommended deal would work same in England if she paid extra 2.99 euro a month. Contract was agreed in phone call.

Relative learnt just before moving that contract in fact wouldn't work as promised - free inclusive calls only included calls back to Ireland:-

"Three Like Home: 300 Flexi Units to make calls, receive calls and send texts back home to Ireland, when you're roaming on a participating Three network abroad. And 2GB Data to use while you're away."

Relative was not going on holiday but moving permanently to a new country and said so clearly.

Relative tried to argue on phone then made formal written complaint about being mis-sold (Eire consumer laws pretty identical to UK).

Three replied saying they had a recording where relative did say was moving to England within a few months but was correctly told how the recommended plan worked.

Relative contacted Eire version of Offcom who seems got nowhere or did little but advise to get copy of tape recording.

Meanwhile relative was locked in contracted phone can't afford to use now in England. Stopped paying as believed mis-sold. Continued to try to discuss with Three Ireland how to resolve. Then learned Three passed matter to debt collectors without ever supplying the recording evidence.

Finally Three emailed to say recording deleted as only kept for "training" purposes.

Is this all a legal nonsense?

No-one would give informed consent to a two year Irish mobile contract for a service that can't work "across the water" and then be told the alleged evidence they did give informed consent has been destroyed but the bailiffs are looming anyway?

Relative offered via ComReg to return the phone but Three stopped communicating.

Any thoughts? Have stepped in with letter to Three Ireland CEO and letter to debt collectors to stay their dog until resolved.

Is that all?