Three Mobile phone contract cancellation

ajit_ubhi

Hello
I'm hoping for some help,
I had a mobile phone contract with Three which expired and i called three to cancel and request a PAC code around Oct 2018
We received the PAC code, but did not use it as decided to keep the new phone number.
Recently we realised "Three" continued to take the monthly charge from bank account. I called Three to enquire and they acknowledged that i had called to cancel and requested the pac code, they said the reason why the contract had not ended was that the pac code was never used. I said the two matters are separate and if the pac code had expired then that was my problem, but they should have cancelled the contract, eventually they offered me 3 months payments back but im not happy and feel they should refund the whole amount. Any suggestions welcomed

Inner_Zone

ajit_ubhi wrote: »

Hello
I'm hoping for some help,
I had a mobile phone contract with Three which expired and i called three to cancel and request a PAC code around Oct 2018
We received the PAC code, but did not use it as decided to keep the new phone number.
Recently we realised "Three" continued to take the monthly charge from bank account. I called Three to enquire and they acknowledged that i had called to cancel and requested the pac code, they said the reason why the contract had not ended was that the pac code was never used. I said the two matters are separate and if the pac code had expired then that was my problem, but they should have cancelled the contract, eventually they offered me 3 months payments back but im not happy and feel they should refund the whole amount. Any suggestions welcomed

Yes, you either request a PAC and use it, or give notice to cancel, (now a days using a STAC which was recently implemented). It's one or the other. Three's offer is very fair considering it is not their fault.

d123

ajit_ubhi wrote: »

Hello
I'm hoping for some help,
I had a mobile phone contract with Three which expired and i called three to cancel and request a PAC code around Oct 2018
We received the PAC code, but did not use it as decided to keep the new phone number.
Recently we realised "Three" continued to take the monthly charge from bank account. I called Three to enquire and they acknowledged that i had called to cancel and requested the pac code, they said the reason why the contract had not ended was that the pac code was never used. I said the two matters are separate and if the pac code had expired then that was my problem, but they should have cancelled the contract, eventually they offered me 3 months payments back but im not happy and feel they should refund the whole amount. Any suggestions welcomed

You were wrong and Three were right, your contract didn’t expire it reached the end of the minimum term and you cannot give cancellation notice AND ask for a PAC. If you gave notice and then asked for the PAC the notice of cancellation is cancelled.

Once you request a PAC you have to use it if you want the line terminated, as you’ve found out that by asking for a PAC and not using it the line will continue to be active.

Well done on getting 3 months compensation for what was wholly your error.

flashg67

I'm pretty sure that when I called for my PAC from 3, they told me if it wasn't used, the contract would continue.
As already said, cancellation and a PAC request are different things.

mobilejunkie

flashg67 wrote: »

I'm pretty sure that when I called for my PAC from 3, they told me if it wasn't used, the contract would continue.

That's the norm for all contracts.

ickyC

I'm having an absolute mare with Three after cancelling my contract and getting an PAC code. They took an additional months direct debit after the account was closed down - that was in April - and i'm still trying to get my money back. I know I could go through the DD guarantee but 3 offered compensation of one months rental. I've documented live chat discussions and later an email from them agreeing the refund but after several requests for payment the "Payment Team" have declined to pay me either compenstation or give me my DD back! Interestingly after the last email from them through Resolved I've got a message that after 1st August they will not deal with any complaint by email, has to be by phone or web chat. Just making things more difficult. I was only paying £7 a month rental so not a huge amount but it's the principle - Three seem quite good at getting things wrong and then not wanting/bothering to put them right.

Jon_01

ickyC wrote: »

I'm having an absolute mare with Three after cancelling my contract and getting an PAC code. They took an additional months direct debit after the account was closed down - that was in April - and i'm still trying to get my money back. I know I could go through the DD guarantee but 3 offered compensation of one months rental. I've documented live chat discussions and later an email from them agreeing the refund but after several requests for payment the "Payment Team" have declined to pay me either compenstation or give me my DD back! Interestingly after the last email from them through Resolved I've got a message that after 1st August they will not deal with any complaint by email, has to be by phone or web chat. Just making things more difficult. I was only paying £7 a month rental so not a huge amount but it's the principle - Three seem quite good at getting things wrong and then not wanting/bothering to put them right.

You're required to give 30 days notice to end any contract. Using the PAC doesn't avoid that, so Three are right in taking the next DD. . .

fiendishlyclever

Jon_01 wrote: »

You're required to give 30 days notice to end any contract. Using the PAC doesn't avoid that, so Three are right in taking the next DD. . .

Things have improved now...

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/text-to-switch

Avoiding double charges when switching
Sometimes, switching can result in paying your old and new providers at the same time.

Ofcom has also banned mobile providers from charging for notice periods that run after the switch date.

You will need to give your new provider the PAC or STAC number, so your old and new providers can make sure there is no double payment.