Three add-on ('buy now' or 'view all add-ons')

OceanSound

In 2014 Ofcom fined three £250,000 for bad complaints handling. One of the reasons was not providing the customer with the Ombudsman's (Alternative dispute resolution (ADR)) scheme details.

Actually, not once during my complaint have they provided the ADR scheme details. I had to specifically mention the deadlock letter to the exec office, or I wouldn't have heard anything about that either.

mobilejunkie

Methinks we should start a thread for the people who are blind and deaf to good advice.

pmduk

The OP could make a complaint to Trading Standards, however, this would be separate from the complaint being adjudicated by the Ombudsman and as explained previously the Ombudsman will not consider this aspect of the complaint. Three's Ombudsman OS:C are known for considering the letter of the original contract.

d123

pmduk wrote: »

The OP could make a complaint to Trading Standards, however, this would be separate from the complaint being adjudicated by the Ombudsman and as explained previously the Ombudsman will not consider this aspect of the complaint. Three's Ombudsman OS:C are known for considering the letter of the original contract.

I’m not so sure TS would be all that interested in a complaint of “I wasn’t paying attention and clicking the wrong link, even though it was my fault the company still gave me a full refund” though

OceanSound

d123 wrote: »

I’m not so sure TS would be all that interested in a complaint of “I wasn’t paying attention and clicking the wrong link, even though it was my fault the company still gave me a full refund” though

If I may please ask you to read the Original Post (OP) carefully:

..They've replied saying, if I accept the £25 reimbursement then it will be as a full and final settlement."

Three has offered £25 reimbursement as full and final settlement. I have to decide whether to accept this. If I don't, they will send me a deadlock letter. If you read the three complaints code, it says:

You can request a deadlock letter from the advisor dealing with your complaint. However, if they are working on a solution, expect to resolve the complaint or recognise that your complaint falls outside the Ombudsman's responsibilities, they won't send a deadlock letter.

In a recent email Three has offered the deadlock letter (if I chose not to accept the full and final settlement), so they recognise that it falls within the remit of the Ombudsman's responsibilities.

OceanSound

Guys,

Do you mind giving constructive (and productive) advice only please. Although, I value your opinion about what you think about this, it may aid others if we give good and proper advice based on legitimate evidence/sources. I think we will be judged more on the quality of these than our opinions.

cheers.

OceanSound

I don't suppose anyone's come across this:


It's actually possible to CANCEL an add-on, BUT (and a big BUT), only if you are on a post-pay tariff (it seems). One rule for postpay, another rule for prepay?

PHK

OceanSound wrote: »

Guys,

Do you mind giving constructive (and productive) advice only please. Although, I value your opinion about what you think about this, it may aid others if we give good and proper advice based on legitimate evidence/sources. I think we will be judged more on the quality of these than our opinions.

cheers.

I am afraid this is an open forum and you are unable to control what others post. Neither are you the judge of what is good and proper advice. My opinion is that you have been given reasoned responses which you have chosen to ignore and have now decided to broaden the scope of your posts. This appears to me, based on the evidence available, to be an attempt to change the subject.

pmduk

OceanSound wrote: »

In a recent email Three has offered the deadlock letter (if I chose not to accept the full and final settlement), so they recognise that it falls within the remit of the Ombudsman's responsibilities.

They haven't accepted that at all. They're obliged to offer a deadlock letter at the end of the complaints process. Whether the Ombudsman accepts the complaint is another matter and I'd lay money they give you short shrift. The money you were offered was a goodwill gesture to refund you, not an admission of fault.

OceanSound

pmduk wrote: »

They haven't accepted that at all. They're obliged to offer a deadlock letter at the end of the complaints process. Whether the Ombudsman accepts the complaint is another matter and I'd lay money they give you short shrift. The money you were offered was a goodwill gesture to refund you, not an admission of fault.

thanks for your input. If you read the three UK customer complaints code you will see that one of the criteria for NOT issuing a deadlock letter is if the advisor recognises that my complaint falls outside the Ombudsman's responsibilities. See my post #16.

We (both three and their customers) are bound by the complaints code. There is no circumventing it, I'm afraid.

The money you were offered was a goodwill gesture to refund you,...

Unless one has access to a crystal ball (or have access to exclusive/privileged information from a third-party), one would not be aware of the exact reasons for three offering the credit back to my account.