Three didn't cancel my contract when I didn't use the PAC code

roblognick

As a word of warning to people out there I today learned that Three kept my mobile contract open because I did not use my PAC code.

At the end of March I requested to cancel my contract. I specifically stated to them that I will be moving to a new operator and it is no longer required. I also requested a PAC code because I wanted to the option of porting my telephone number to the new network.

I got two texts from Three. One said:

"Sorry you're leaving us. Your PAC is H........ (expires 25-APR-17). Get more info at !!!!!!/ThreePAC. Didn't ask to move your number? Please call us on 333"

The next one said:

"We're sorry you've decided to leave us. Your account will close in 30 days from today. For info go to: mobile.three.co.uk"

I decided to not use the PAC and keep the new number I was given by my new operator. I have just found out they've kept my account open and billed me every month since and they're saying it's because I didn't use the PAC number.

Their customer services people repeat ad nauseam that they told me, this. I do not recall them telling me this. My partner also experienced this issue (which is how I found out I'm still being charged as he was too) and also doesn't believe he was told this. They also say the links in the text messages tell us the terms of requesting the PAC but they just go to an app download page.

Does anybody else think this is right? I'm quite cross about it.

[Deleted User]

You can't cancel AND request a PAC as the cancellation would interfere with the port. It sounds like you've misunderstood Three entirely I'm afraid.

mobilejunkie

Asking for a PAC negates the notice to cancel and if the PAC isn't exercised within 30 days the contract continues. It's the same on ALL networks and one day people will realise. Perhaps they will ealso learn to check their bank accounts. Well, perhaps I'm an optimist...

At least it seems they didn't cancel the direct debit or they'd discover theyd have ruined their external credit files for the next 6 years as well.

pmduk

Of course had you just not got around to using the PAC code you'd have lost the number and the contract. Sometimes the networks just can't win.

d123

roblognick wrote: »

As a word of warning to people out there I today learned that Three kept my mobile contract open because I did not use my PAC code.

At the end of March I requested to cancel my contract. I specifically stated to them that I will be moving to a new operator and it is no longer required. I also requested a PAC code because I wanted to the option of porting my telephone number to the new network.

I got two texts from Three. One said:

"Sorry you're leaving us. Your PAC is H........ (expires 25-APR-17). Get more info at !!!!!!/ThreePAC. Didn't ask to move your number? Please call us on 333"

The next one said:

"We're sorry you've decided to leave us. Your account will close in 30 days from today. For info go to: mobile.three.co.uk"

I decided to not use the PAC and keep the new number I was given by my new operator. I have just found out they've kept my account open and billed me every month since and they're saying it's because I didn't use the PAC number.

Their customer services people repeat ad nauseam that they told me, this. I do not recall them telling me this. My partner also experienced this issue (which is how I found out I'm still being charged as he was too) and also doesn't believe he was told this. They also say the links in the text messages tell us the terms of requesting the PAC but they just go to an app download page.

Does anybody else think this is right? I'm quite cross about it.

You mean the standard PAC process as used by all of the networks?

Ian011

There are two methods of ending a contract:
- get a PAC and USE it to move the number to another provider,
- simply cancel the contract and lose the number.

If you get a PAC and then don't use it, the PAC expires after 30 days and the contract continues as before as you decided to not move the number away.

If the text message said this word for word ...
"We're sorry you've decided to leave us. Your account will close in 30 days from today. For info go to: mobile.three.co.uk"
... then it might be misleading. It should have said "...Your PAC will expire in 30 days...

System

mobilejunkie wrote: »

Asking for a PAC negates the notice to cancel and if the PAC isn't exercised within 30 days the contract continues. It's the same on ALL networks and one day people will realise. Perhaps they will ealso learn to check their bank accounts. Well, perhaps I'm an optimist...

At least it seems they didn't cancel the direct debit or they'd discover theyd have ruined their external credit files for the next 6 years as well.

Thats not exactly true.

When I asked for a PAC Code from Virgin mobile they would only give it to me if I cancelled my 30 day rolling contract. I did not use my PAC code and contract ended.

System

pmduk wrote: »

Of course had you just not got around to using the PAC code you'd have lost the number and the contract. Sometimes the networks just can't win.

When I requested my PAC code on o2 pay as go contract I was told if you don't use the pac code after 30 days the number will still work on the 02 network. Did not lose the number.

pmduk

john22 wrote: »

When I requested my PAC code on o2 pay as go contract I was told if you don't use the pac code after 30 days the number will still work on the 02 network. Did not lose the number.

My comment was tongue in cheek to demonstrate to the OP what would happen if his ideal situation were to be in effect. In fact most networks follow the system you mention.

Guys_Dad

The problem, as such, is not that the situation is due to Three procedures (as it is the same with all networks) but to Roblognick not (a) reading the contract/t&c when he took out the contract and (b) being ignorant (not knowing) about the long-established PAC procedures.

System

Guys_Dad wrote: »

The problem, as such, is not that the situation is due to Three procedures (as it is the same with all networks) but to Roblognick not (a) reading the contract/t&c when he took out the contract and (b) being ignorant (not knowing) about the long-established PAC procedures.

Wrong.

Virgin mobile ended my contract even though I did not use the pac code.

After I told them by phone that I wanted my pac code they said my contract would need to be cancelled. They did not send a letter or email to confirm this but instead told me by text that my contract would end in 30 days.

So I don't know what you mean by long established PAC procedures?

Networks should send a confirmation letter when you end a contract rather than lazy *** text messages or verbal confirmation over the phone which gets into "he said she said" territory