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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
OnRodaOnRoda Forumite
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MoneySaving Newbie
edited 29 May at 5:22PM in Mobiles
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.
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Replies

  • ExemplarExemplar Forumite
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    Thanks first time poster, let's see how many more posts you create!
    'Just because its on the internet don't believe it 100%'. Abraham Lincoln.
  • stragglebodstragglebod Forumite
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    I expect their customer services is overwhelmed; you can't just replicate an office call centre into employees homes.
    If they hadn't mistakenly put her on the more expensive contract, would she still be within the minimum contract period?
  • OnRodaOnRoda Forumite
    2 posts
    First Post
    MoneySaving Newbie
    I expect their customer services is overwhelmed; you can't just replicate an office call centre into employees homes.
    If they hadn't mistakenly put her on the more expensive contract, would she still be within the minimum contract period?

    I agree, seems these companies always priorites their sales departments and signing people up to new contracts (which I see they are having absolutely no problems with) over looking after existing customers. Being able to get your PAC code and leave your contract without being further charged doesn't seem like a lot to ask!
    Regarding your question - we have been on a monthly rolling contract for well over a year so the contract length isn't as relevant.
  • edited 30 May at 4:29PM
    sokratesagogosokratesagogo Forumite
    5 posts
    Ninth Anniversary First Post Combo Breaker
    edited 30 May at 4:29PM
    Three Support has been broken for at least 4 days now. 
    • Text to 65075 results in a reply " Oops, we can't process your request at the moment...
    • Chat operators can't access their systems, 
    • Voice support can't access their sytems
    • and on the web Contact page "We're really sorry, but due to technical issues, we can't access account information or make account changes, including topping up or buying Add-ons.This includes within My3 and the Three app. We're doing everything we can to fix this right away."

  • Ian1961Ian1961 Forumite
    15 posts
    10 Posts
    Probably not too helpful, i had my Grandsons phone on contract and it was coming to an end (id mobile), very concerned about trying to change to another provider on a better tariff as phone calls to them just state ''we can't deal with anyone due to Corona'' but i managed to register with id mobile and get a pac code without any bother, so if one company can do this why can't others?
  • harz99harz99 Forumite
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    I have obtained a PAC code from 3 today via their website, so it is working now - note website not App or phone. HTH. 
  • nike449nike449 Forumite
    1 posts
    First Post
    MoneySaving Newbie
    I have tried since 22nd May 2020, to speak to anyone at Three (Live Chat included) and have also sent written correspondence. 
    I am now unable to access my phone bills as the system states that both my email and mobile number are unrecognised. Which is totally incorrect . In fact, I have copies of the information before they eradicated me from their system !!!!. I am owed a refund from Three for over £200 . Also, according to Resolver, Three are no longer dealing with Three and the Ombudsman is equally no responsive. Can anyone advise how I can obtain my refund? There is definitely something dodgy going on . "Buyers Be Aware !!!"
  • kmcld2kmcld2 Forumite
    56 posts
    Tenth Anniversary 10 Posts Name Dropper Combo Breaker
    I’m having problems too trying to get a refund. My account used to be with three but I moved to smarty and I’m owed a refund but just can’t get it. 
    Mortgage Free Wannabe:

    June 2020: £43,025.94
    5 year fixed rate: 1.84%
    Monthly payment: £190.91
    Mortgage free by: 30/06/25
    Mortgage term: 23 years
    Overpayments made 2020:
    My mortgage free diary is here.
  • tasticztasticz Forumite
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    We had similar problem with Three last year. They sent a text saying they are increasing monthly plan but people are free to leave without charge if unhappy.

    My father spoke with customer service who agreed there would be no charge and left to go to Vodafone. Three ended up charging for him anyways. We then complained. Customer service admitted they charged the cancellation fee by mistake and have credited the account with £15 fee. We asked for it to be refunded multiple times and each time they said they would do it but it was never actioned (months). In the end, we used resolver and managed to get a payout of £50 just before their deadline...

    This problem was there when they were all in office. I can't see them being functional while wfh
  • Frozen_up_northFrozen_up_north Forumite
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    tasticz said:
    I can't see them being functional while wfh
    They responded to a live chat yesterday via the Three app. So there are customer service staff working.
    Whether they are able to resolve anything is another matter... 
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