Three - cancelling my account without permission?

Reenie1108

Hi!

Making my first post because I need advice and because I'm disgusted with how I've been treated.

I called Three last week to get advice on cancelling my contract - I'm 13 months into a 24 month contract and will be moving to the US at the end of June. I was passed from person to person, given incorrect information (including the option to freeze my account because I'm a serving member of the armed forces - I'm not, I actually told them I was moving because I'm getting married...) and ended up speaking to complaints resolution who offered to look into changing my tarrif. After this call I checked my account online to discover that they were planning on charging me £461 and were in the process of closing my account! I had to call back and spend another hour trying to get this resolved.

I've had to call them back today because they've now changed my billing date (because they incorrectly tried to close my account) and was told by someone on the phone that the £49 compensation I was offered was more than the £10 he would normally offer, and he would not have awarded me that much! I've spent several hours over several days trying to sort this out and I am not happy with the resolution they've offered me. Is there anything I can do about this? Can I take it any further? I'm fuming!

Thanks

JJ_Egan

Take this further ?? how do you mean is it that you want more compensation ??

Reenie1108

I just don't know where to take this. Someone has cancelled my account without my permission - surely this is not legal? I have not missed any payments, have been a customer for nearly three years and simply called to get some advice. I've wasted several days sorting the issues out that have arisen from this and want to know if I have any options to escalate or get some kind of compensation for the amount of stress this has caused.

pmduk

From your OP, it sounds as though you wanted the account closed as you are planning to move abroad. You do realise that there will be an early termination fee almost equivalent to the monthly payments due for the rest of the contract?

JJ_Egan

Compensation for stress then you go to court with the required medical evidence .

mobilejunkie

Stress isn't financial loss. Irrelevant anyway if the network hasn't done anything wrong. You can't cancel early without paying the early termination fee; they have offered compensation for the inconvenience of cancelling and reinstating the contract (probably a misunderstanding since the OP doesn't seem to understand how contracts work and their own obligations under them). Good luck with suing.

d123

mobilejunkie wrote: »

Stress isn't financial loss. Irrelevant anyway if the network hasn't done anything wrong. You can't cancel early without paying the early termination fee; they have offered compensation for the inconvenience of cancelling and reinstating the contract (probably a misunderstanding since the OP doesn't seem to understand how contracts work and their own obligations under them). Good luck with suing.

There's always Judge Rinder .

Reenie1108

I understand perfectly well how contracts work thank you, and am not expecting to just be able to walk away from one without adhering to the terms and paying a termination fee. I called Three to get some advice for the future and to clarify incorrect information they had given me previously. At no point did I say to anyone I spoke to that I was calling to cancel my contract and did not give permission to do so. I am currently awaiting a callback to discuss changing my tarriff, so clearly did not give instructions to close. I was simply asking here if I had any rights to take this further as this could have had major repercussions for me.

mobilejunkie

"Could have" isn't the same as did. They have compensated you accordingly.