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

pmduk

OceanSound wrote: »

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.

I suspect that clause would not bear scrutiny by Ofcom, given that a consumer has an absolute right to a deadlock right after 8 weeks.
Only the Ombudsmen can then decline the case.

d123

pmduk wrote: »

I suspect that clause would not bear scrutiny by Ofcom, given that a consumer has an absolute right to a deadlock right after 8 weeks.
Only the Ombudsmen can then decline the case.

Though of course at 8 weeks you don’t need the deadlock letter to go to the ombudsman.

pmduk

You're right of course, the right to a deadlock letter occurs at the end of the network's complaints process, or 8 weeks after the complaint is made, whichever comes sooner. Any network ignoring this would be foolish considering Vodafone's huge fine in 2016 for complaint handling.

d123

pmduk wrote: »

You're right of course, the right to a deadlock letter occurs at the end of the network's complaints process, or 8 weeks after the complaint is made, whichever comes sooner. Any network ignoring this would be foolish considering Vodafone's huge fine in 2016 for complaint handling.

Yep, also the deadlock letter can simply be the networks refusal to consider the complaint any further.

I had a complaint against T-Mobile around 2014, it wasn’t going anywhere with them so I emailed the woman in the Exec office every day with the same request to cancel, on the Thursday she emailed back and said she would not consider my request any further and that was final.

I sent that email to CISAS and they actually accepted the email as a deadlock letter. (CISAS adjudicated in my favour in the end, as well ).

pmduk

I suspect the process was more fluid back then. 2-3 years back Ofcom read the riot act to the major networks and made them tighten up their act on handling complaints. Certainly, the network I worked for, not three, was very wary of crossing them

Terry98

I would have accepted the £25 reimbursement straight away but I do think they should ''have a prompt appearing 'are you sure you want to purchase this add on' if/when someone clicks on 'Buy now'.''

Life is to short to take it any further.

Cisco001

OceanSound wrote: »

Do you mean you would ask for deadlock letter? or do you mean you wouldn't have bothered complaining in the first place?

What I meant was if three already paid your £25 back. I can't be bother for taking it further.