complaint against three

bike_saving_expert

Hi

I have my sim only contract with 3 currently. unwittingly probably via some sort of virus my phone subscribed to napster. I have a pre-set limit on my account so that I cant pay anymore than £16 pcm. However, somehow this company called napster was able to piggy back on my DD with three in order to take money from my account. I spotted it quickly and have canceled a subscription that I would never have wanted and would never have knowingly set up.

As such I have launched a complaint with three to

1 make sure another company cannot piggy back on their DD despite having a pre set limmit

2 to return the money taken from me by napster enabled by their DD

I have to admit i did sense an air of unwillingness from three to accept what i had to say as a complaint which for a regulated industry i believe is illegal.

Anyone had any other experiences like this or any ideas

thanks

bike_saving_expert

Thought I would add this in case anyone else experiences the same issues. Spoke to three complaints who said they could do nothing to help me. Then spoke to the regulator who said they could do nothing until I have a letter of deadlock. called three back up and demanded a letter of deadlock who then escalated it to their executive complaints team. At this point they offered to pay me back the money that was taken. But they would not admit responsibility or admit anything. I kind of wanted to push on and take it to the regulator as the security issue is a concern but did not have the time and not really worth the effort. Overall i found three a little unwilling to help me they made me go back and forth I anticipated the need for a deadlock letter but their complaints team had no idea what one was or just did not want to refer something to executive complaints.