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Three mobile incorrectly billings customers and customers now unable to leave.
edited 29 May at 5:22PM in Mobiles
13 replies 436 views
Myself and my partner have wasted hours on live-chat recently and have been left absolutely horrified with their customer service.
For the last two months my partner has been incorrectly billed. Three have admitted that they moved her onto a more expensive contract without her consent. Despite arguing that they broke the Direct Debit Guarantee they refused to refund her directly into her account and insisted upon crediting future bills - stating that we must deal with the Ombudsman if we want a different solution. We decided to leave immediately as we no longer trust them with our account details.
However, we have found that we are currently unable to close our accounts with Three due to technical difficulties during coronavirus. How can this be legal? Are they signing up new customers whilst refusing to let exisiting customers leave?
The timing of these events (the over-charging beginning two months ago) has me very suspicious that they might be acting incredibly immorally during this pandemic. Other customers seem to be experiencing similar according to their TrustPilot.
Any advice? Perhaps something for MSE to look into? Maybe especially pertinent considering that one of Three's deals is currently at the top of the list for MSE's recommended Sim-Only deals!
EDIT: We have also tried to contact them via phonecall and their official Twitter accounts only to be greeted by automated messages saying that these support services are not being offered during the coronavirus pandemic.
EDIT2: Even requesting our PAC codes via text isn't working. We get a automated response saying that service is unavailable. In short it seems impossible to leave.