Three network being silly!

ziggystardust

Hi all,
Bit of a long winded one here but I`ll do my best to keep it simple.

About 6 years ago I went to upgrade my 02 contract. I was sold a contract with Three as this was the best deal carphone warehouse could do. When I got home I rang 02 to cancel but they offered me a brilliant deal so I took them up. I then rang Three to cancel my 1 hour old contract but was told there is no cooling off period and I was committed for 18 months!

Luckily a friend at work wanted a new phone and took it off my hands, paying a direct debit into my bank.
After the 18 month period I rang them and cancelled the contract. A few days later they rang back having contacted my friend and asked if he could take over the contract. A change of ownership (coo). I agreed and left it.

A few months later I noticed on my bank statement that I was being billed by Three and it turns out that my friend had taken out the contract under my name! He had no idea they did this and promptly stopped using it and returned the handset. After much arguing over the phone with Three I just refused to pay them (£32) and left it.

However, I recently got refused credit so thought I`d check my credit score. My score is not too bad but it turns out I have a default with Three. I have since contacted them to get it removed but they are saying that I owe them £32.72 and still insist that they did nothing wrong.

I am pretty angry with them and I refuse to pay. I have threatened to escalate the claim if they don`t sort it out.

I would just like some opinions really. Am I in the right here?

grumbler

ziggystardust wrote: »

I would just like some opinions really.

I just refused to pay them (£32) and left it.

IMO this was really silly. You had to sort everything out instead of *just* refusing to pay.

ziggystardust

grumbler wrote: »

IMO this was really silly. You had to sort everything out instead of *just* refusing to pay.

Yes fair point.

I actually posted this problem a few years ago and I believe you offered some advice back then.

Do you think I should pay up and pursue it after then?

[Deleted User]

It sounds like there's been a lot of confusion - and while what you describe _should_ have worked in theory, in practice it may have presented many opportunities for things to fall through the cracks.

1) It will have likely been the retentions team who contacted your friend after you called to cancel. However, they shouldn't have discussed the account with your friend, knowing it wasn't you. (Data protection and all that). And obviously, they knew it wasn't you, because they suggested the COO.

2) Having established that Three knew they were arranging a contract renewal with someone who wasn't the account holder, that means that it wasn't agreed with you. Therefore, I would believe that the renewal would be void anyway.

3) The correct procedure for a COO is the other way around anyway - the current account holder has to request it first, a note is placed on the account, and then the new holder calls up, quotes the mobile number, and is credit checked to take it on. Following a successful credit check, the account is transferred.

If it were me, I'd lodge a complaint with their Executive Office (Google will help you find their details), and then take it to the Communications Ombudsman if they don't sort it out.

ziggystardust

@billbennet

Ive gone through the their complaints procedure so yes I think the next step will be to escalate the claim.

I have been on the ofcoms website and I have requested a letter of deadlock from Three if they still refuse to help. I also read that they are required by law to release all telephone conversations that they hold so that could be worth getting.

grumbler

Don't hold you breath waiting for telephone conversations 6 years ago.