Mis Sold Three Mobile Contract

Cat_Brighton

Hi,
Someone from 3 called me and offered me an IPhone upgrade for £29 per month. I accepted the deal and several times throughout the call he said it was £29. I received an email summarising the call and it stated it was £39. I called straight back to query this and the person I spoke to confirmed £29 and resent the call summary stating £29. I have since received the contract in the post which says £39, I have also started to use the phone. I called the customer services who passed me to customer complaints and a request was made for someone to listen to the sales call and follow up call I made. I was confident this would resolve the issue. I have called them today as requested and they say they have listened to the calls and I am told it is £39!! I am shocked. Someone there has either not listened to the call at all or falsely written the notes on the account. I managed to speak to someone in the UK call centre today who promised to try to investigate further but was really saying they’d closed it as they listened to the call. I have request someone listens again preferably with English as their first language. I have also made SAR request for the transcripts. I’m worried they could be tampered with as so far I have been mis sold and I’m most concerned that whoever listened to the call was not impartial. I’ve also emailed them the ‘summary of conversations’
They have said that I could make a further complaint and then involve the ombudsman. They have also given me the option of cancelling the contract and returning the phone. This is all so stressful and time consuming. I’ve been with them for years. I have never experienced anything like this before. I have 3 accounts with them (kids)!
I know what I was told and sadly feel that I’ve been deliberately deceived and can’t do anything about it.
Has anyone else had an expert experience like this?
Many thanks.

zagubov

Cat_Brighton wrote: »

Hi,
Someone from 3 called me and offered me an IPhone upgrade for £29 per month. I accepted the deal and several times throughout the call he said it was £29.

I received an email summarising the call and it stated it was £39. I called straight back to query this and the person I spoke to confirmed £29 and resent the call summary stating £29. I have since received the contract in the post which says £39, I have also started to use the phone.

I called the customer services who passed me to customer complaints and a request was made for someone to listen to the sales call and follow up call I made.

I was confident this would resolve the issue. I have called them today as requested and they say they have listened to the calls and I am told it is £39!!

I am shocked. Someone there has either not listened to the call at all or falsely written the notes on the account. I managed to speak to someone in the UK call centre today who promised to try to investigate further but was really saying they’d closed it as they listened to the call.

I have request someone listens again preferably with English as their first language. I have also made SAR request for the transcripts.

I’m worried they could be tampered with as so far I have been mis sold and I’m most concerned that whoever listened to the call was not impartial. I’ve also emailed them the ‘summary of conversations’

They have said that I could make a further complaint and then involve the ombudsman. They have also given me the option of cancelling the contract and returning the phone.

This is all so stressful and time consuming. I’ve been with them for years. I have never experienced anything like this before. I have 3 accounts with them (kids)!

I know what I was told and sadly feel that I’ve been deliberately deceived and can’t do anything about it.

Has anyone else had an expert experience like this?
Many thanks.

Paragraphed to make more readable to encourage answers.

Frozen_up_north

A couple of suggestions...

The Three web site is currently a mess, it has some pricing errors. Look in the “shop” under phone, scroll down the list of phones to the iPhone 8, the price per month on the listings is £30, click on the phone to see more info and the cost per month becomes £35. Another pricing anomaly is where Three display one price, say £20 per month, yet then show it as £25 a month discounted to £20 on their paperwork.

Often the only way to get any sense from Three is to speak with the UK based sales team on 0800 033 8001. Or failing that an email to david dot dyson at three dot co dot uk (he is the CEO) is worth a shot.

Swipe

I'd cancel the contract and return the phone if they've said that choice is available.

sal_III

What do you mean by

confirmed £29 and resent the call summary stating £29.

How did you receive the call summary, e-mail? Can't you show them this as additional evidence to the call recordings?

Three's complaint department has been great to me the one time I had to complaint about my new contract at lower monthly fee not being activated when it was supposed to be activated so I ended up paying more for a month or two.

If you have spoken with someone in the UK call centre and they are looking into it, give them time.

Cat_Brighton

They send a summary of the conversation including prices. I have emailed them copies of the 2 documents they sent me. I have never had a issue with 3 before and have been a customer 20+ years. Previously positive.

phoenix1837

I'm sure as it was sold over the phone you have 14 days in which to return the phone due to the cooling off period (distance selling regs).

mobilejunkie

phoenix1837 wrote: »

I'm sure as it was sold over the phone you have 14 days in which to return the phone due to the cooling off period (distance selling regs).

I doesn't generally apply to updgrades, though some networks allow it I believe.

liggerz87

I agree with swipe send phone back and even if upgrade over phone or online you have the 14 day cool off period maybe go I to 3 store after you decided also another word warning never except anything over cold call

mobilejunkie

liggerz87 wrote: »

I agree with swipe send phone back and even if upgrade over phone or online you have the 14 day cool off periodl

Advice doesn't get much worse than this.

Cat_Brighton

Hi, I wanted to follow this up. I have received the SAR request and I have listened to the calls. It is clear that I was sold a phone for £29 not £39!!!! I have never experienced anything like this before. Someone at three has either not listened to the call or lied about the transcripts on the account when I complained.
I have called tonight and managed to speak to someone in their UK call centre. Offered to play the call on speaker he declined.. he said he believed me and has offered to reduced the monthly cost to £29 and apply a small credit to the account. If I decide to escalate to ofcom they will retract this offer.
My issue is that someone has lied about listening to the calls and mis selling to me. This could have been resolved 2 weeks ago.
. I am wondering if I should take the credits and forget about this or if I should escalate this in case their are other people also having this hideous mis selling experience. I do feel that they offered the credits to hush me up.