Three charged for extra minutes

microbiology

Hi All,

I have always had a cap on my account since 2013. Recently, I noticed that Three has charged me £100+ when I should be paying £29 only. I had a cap on my account so it doesn't go over my monthly allowances.
I have been charged £313.51 more for 5 months. How do I get a refund of this?

I have been with this company since 2013.
Thanks

eDicky

How do Three explain the extra charges?

Browntoa

Have you just rung them and asked ?

microbiology

They said the cap was removed when the plan was changed but I asked them to put teh cap when I rang them. I have contacted them and they are not prepared to refund my money. I can't afford the money.

They want to give me £50 and increase my allowance, which is not something I want.

mobilejunkie

Prove it. Such an excess means you've either used premium rate services or gone way, way over your allowance - which would suggest you ashould have realised long before the bill that the cap wasn't in place.

Use the logs on your phone and you're not relying on anyone else to stay inside your allowance. Any other method requires written proof of your contract, including any cap.

microbiology

My contracted started in August 2017. until July 2018 I was being charged £29.12 as the cap was in place. It's so shocking that the cap was removed automatically and they said they rang me but I never received text messages, calls or letters. They are not willing to help and closed teh complaint. Where do I go from here? The bills was being paid by my husband who works abroad so we only notcied the charges when he got back. I don't check mobile phone bill as I have been with them since 2013 and the cap has always worked meaning I'd only get charged for my monthly contract. I can't afford the money that I have been charged I don't know what to do but it seems unfair

Dean000000

Sorry but I find your story uncredible.

For a person who: owns a property with at least 100k equity in it, pays £650/month mortgage, has recently undertaken a garage conversion (then argued with the builder over the final bill) has a husband that ‘works away’ (which is normally done for commercial benefit) and was able to sustain paying the additional £300 odd quid for 5 months - without noticing....I doubt you ‘really can’t afford it’

You have afforded it for 5 months - what, is your husband now going to bill you for the additional charges?

.... or is it, as I suspect, another excuse to enter into dispute with a professional/business/company over finances.

It’s worth bearing in mind that your additional £300 bill represents around £60/month more (suggesting a spend of around £90/month) which I find difficult to believe you thought you were getting (within you cap) for £29/month.

pmduk

eDicky wrote: »

How do Three explain the extra charges?

You've still not answered this question. Surely you know how many minutes you have on your tariff and how often you use the phone?

mobilejunkie

microbiology wrote: »

and the cap has always worked meaning I'd only get charged for my monthly contract. I can't afford the money that I have been charged I don't know what to do but it seems unfair

Can't be true either. If you reached the cap you wouldn't be able to make any further calls - so obviously you never reached it previously (unless that happened).

It's precisely why you shouldn't rely on a third party's cap/charges or much else. It's what you have logs for on the phone and why you never make calls which attract additional charges to what's included in the bundle. Regardless of what those charges are for. Just as you don't pass out blank cheques.

Browntoa

£300 a month extra is data or calling abroad

Again , what does your bill show , what is accounting for all the additional charges

pmduk

Browntoa wrote: »

£300 a month extra is data or calling abroad

It's £300 over 5 months, ie approx £60 a month so could even be out of bundle calls, they quickly mount up.