Three denying I cancelled my contract

anklebiters

Hi all

Im looking for a bit of advice on how to proceed with the following stressful situation.

Back in early February, I had my phone stolen. I rang Three as soon as I noticed it had been obviously stolen, they put my account on lock down and sent me a new sim. In the following days, despite being able to see where my phone is, the police say there is nothing they can do, as Apples tracking is not known to be accurate and they wouldn’t get a warrant based on it. The person who had my phone was trying to reactivate it (I got emails) and there was a message on screen when they turned it on to get in touch with me to return it. As it became clear I wasn’t getting my phone back, I decided to shop around for a new contract. I decided to go forward with a new contract with Vodafone, as I get a discount at my workplace, making the contract cheaper than Three could offer.

I went onto the live chat and spoke to an advisor, who I found to be very pushy and rude. I told him that I was changing to Vodafone because the contract price was cheaper, and despite me making it clear that the only way I would stay with Three is if they could match the price with Vodafone, he still kept trying to force me to stay with them by trying to put me off Vodafone. I ended up having to be firm and told him to stop trying to force me into staying with Three, I’m going to Vodafone and if I wasn’t before, I definitely am now, after this horrible experience. He confirmed the cost for me to cancel the account and I told him I didn’t care about how much it cost- just end the contract- I’m happy to pay out of it. He told me I would receive a final bill within 30 days.

Fast forward to now, two months later, I’ve still not received the final bill. I finally get an email from three saying I owe them £120. So I log into my account and it says I owe two months bills? I spend about an hour waiting to get through to complaints on live chat and finally get through to someone. The guy says to me that I suspended the account and didn’t end my contract. By this point, I’ve had so much palava with Three and Vodafone, I’m fuming. I told him I made it very clear to the advisor that I was cancelling my contract. He said I’m going to put it up for an investigation, do you want me to cancel it first. I told him I wanted him to cancel it, as should have been done two months ago. He told me that it was cancelled as of that day and I would receive a final bill. I told him that it should have been cancelled two months ago and that I’m not paying £120 plus the cost to end my contract, when I ended it two months ago!! He then said that he would note that on my account and just kept repeating to wait until my final bill comes through, whatever that means. Anyway, he tells me that he’s sending me a text on how to proceed with ombudsman. I totally forgot about this at the time, but that number has been out of use for two months AND he’s cancelled my number, so how am I supposed to get these texts? Also, I can’t log in to the website anymore as they have cancelled my phone number associated with the account to login!!

I have sent off a subject access request form to Three on Monday, asking for copies of my chat logs with the advisors, so that I have proof of my request to cancel my contract. I am so stressed about this huge bill that I am now going to get, on top of everything else that’s going on. It’s making me miserable. I’m scared to spend any money that I have in my account. The cost to cancel the contract alone was £300+ (contract ends August). What is the best way to proceed with this? The only thing im nervous about is that my chat kicked me off in the initial chat, but this was before everything was confirmed in previous conversation, but I’m scared they’re going to say because I didn’t finish the chat properly, they didn’t do what I requested.

Sorry for the super long message, but if anyone can help, I would be super grateful for your assistance!