Complaining to 3 mobile

tomg35

I’m trying to complain to 3 mobile. Phoning them and using online chat is a waste of an hour as they just ignore me. I put a letter in the post and today got a reply. The letter said that my original letter didn’t have any information in to identify who I was so they can’t reply! 

The letter listed all the information that they require but when I looked at my original letter the information was in the letter!
Does anyone know of another route I can take to take this forward? I will reply to their letter but I’m guessing that they are just stalling hoping I will go away.

Neil_Jones

What are you complaining about exactly?

tomg35

Trying to cancel a contract (the contract ended in February so I'm ok to terminate but they are still taking money, well we're but I've cancelled the direct debit on advice of CAB)

J_B

The advice from MSE would be to NOT cancel the DD

tomg35

Why not? CAB say it's justified as I have told them I wish to cancel and they have ignored me. 

JJ_Egan

Cancelling a DD may and the word is may lead to further complications .

But if you are out of contract then it should be OK .

tomg35

Thanks - as I say CAB were in agreement as 3 has ignored requests to close the account and continued to take payments. If they don't sort it soon I'll take them to the ombudsman

Vasquez65

I’m having a similar issue.  Cancelled mobile wifi account in June and paid the month cancellation fee, obviously cancelled DD.
  Had a bill for another month last week, rang + live chat 6 times,  finally got a reference number before being cut off.   Wrote to the complaints team last Friday yet had a call demanding payment tonight.  They refused the reference number and said someone will call back.   Absolute waste of time.