Help - I have a problem with my 3 contract

joowho

Hi

I'm hoping someone can advise on how to deal with a problem I am having with 3 regaring the pricing of my mobile phone contract.

I signed up on the 3 website for a refurbished Nokia N80 phone on the Direct Texter 950 price plan in Jan 07. 3 were running a special deal at the time of half price line rental at £12.50 for 18 months. My order confirmation that I received from 3 by email states quite clearly that my price plan cost is £12.50 Half Price Line Rental for 18 months.

I have just received my latest 3 bill and am being charged £25 for line rental. When I called 3 customer service they were unwilling to amend my bill because they have no record of this price plan and insist that it goes up to £25 after 6 months.

I have forwarded to 3 customer services the order confirmation email I received from 3 back in January but are now saying that they cannot verify the email and are insinuating that I have somehow changed it and have asked me for some other proof of the price plan which I don't have as the order was all done on line and the only communication I have from 3 is on email.

I have therefore asked that they cancel my contract but they won't do that either without me paying £25 per month for the remaining term of the contract.

Does anyone know where I stand legally or have any suggestions as to what my next steps should be?

Many thanks

Spikie_01

joowho wrote: »

Hi

I'm hoping someone can advise on how to deal with a problem I am having with 3 regaring the pricing of my mobile phone contract.

I signed up on the 3 website for a refurbished Nokia N80 phone on the Direct Texter 950 price plan in Jan 07. 3 were running a special deal at the time of half price line rental at £12.50 for 18 months. My order confirmation that I received from 3 by email states quite clearly that my price plan cost is £12.50 Half Price Line Rental for 18 months.

I have just received my latest 3 bill and am being charged £25 for line rental. When I called 3 customer service they were unwilling to amend my bill because they have no record of this price plan and insist that it goes up to £25 after 6 months.

I have forwarded to 3 customer services the order confirmation email I received from 3 back in January but are now saying that they cannot verify the email and are insinuating that I have somehow changed it and have asked me for some other proof of the price plan which I don't have as the order was all done on line and the only communication I have from 3 is on email.

I have therefore asked that they cancel my contract but they won't do that either without me paying £25 per month for the remaining term of the contract.

Does anyone know where I stand legally or have any suggestions as to what my next steps should be?

Many thanks

This is a hard one!!!

Call up 3 again, ask to speak to the line manager immediately. When you get them, and if they don't don't give you them ask them if they are refusing your request. Tell them what has happned, tell them you only hav the email from 3, and demand a refund, keep going and threaten them if you have to with taking further action, and maybe even informing ofcom of what they have done, it is against the law to falsly advertise, and i'm sure other people have seen this advert on the 3 website as well.

Good luck and let us know how it goes!!!