Three 321 SIM charges increase 200% to 500% from 16 Feb 2021

wakeupalarm

Topup line recorded announcement now stating 10p calls,10p texts,1p per mb

Can someone else check what rates are being reported on the top up line for your sim.

leadhead

Didn't realise this thread existed, I think I may have been better off posting on here than on the "3 payg rate increase" thread"

Since I got Three to reject my claim for a refund of my £13 credit, and getting the guy to admit we were at Deadlock, I've involved the Ombudsman and coincidentally, Three have offered to refund any existing credit....Of course they didnt offer this until after the deadline, where, if you used your sim, you accepted their new T and Cs, had passed,  and in doing so did away with the ability to claim.

At the moment I am still letting the Ombudsman continue with the case.

leadhead

Wisefool said:

According to a text I received today, Three will increase prices of the 321 call charges as follows:

Calls 3p/min to 10p/min (333%)

Texts 2p to 10p (500%)

Data 5p/Mb to 10p/Mb (200%)

There was no explanation in the text or Website of a justification to explain such unbelievebly huge increases.

Bit of a bummer for me as I have credit of over £50 credit which would no doubt not willingly be refunded when I move to a new supplier!

Unfortunately you've been given no advice or incorrect advice....see my previous post...Ive just been offered a full refund after involving the Ombudsman.....

I saw a few messages where people said Three's T and Cs said they wouldnt refund any credit if you left...thats true, it does say that....but that's under normal circumstances....This 400% increase isn't normal circumstances....IMHO...any firm that increases prices so much, must give you the option to leave AND BE REFUNDED ANY OUTSTANDING CREDIT.....otherwise it gives the unscrupulous the chance to make millions.....think about it.

NFH

Be careful if Three agrees to refund your final account balance upon porting your number to another SIM. Once your number is ported away from the existing SIM, Three seems to lose accurate records of what your balance was. Fortunately I took a date-stamped screenshot proving my balance. If you take a screenshot, make sure that it shows the date and time. The best way to do this is on a PC, showing the whole screen, not only the browser.

leadhead

In my case I decided not to port the number, but took screenshots of all the information I thought I would need to give to the Ombudsman....a standard practice I do with any company where I think I may need evidence for the future.

So have you actually had a refund from Three.

NFH

leadhead said:

So have you actually had a refund from Three.

No, this is the problem. And the same happened also to a friend.

I asked Three's customer relations team in Glasgow to port my number internally to a new Data Reward SIM. They said that only the number could be transferred, as their system doesn't allow them to transfer the account balance. They have a tool for this procedure, which I believe involves manually copying files between accounts. After they complete the transfer, the previous SIM card's account balance becomes lost or corrupted, so it's essential that you take a date-stamped screenshot and ask them to make a note of the final balance in the notes. The procedure does seem to copy some potentially useful data such as your account opening date, should your longevity as a customer ever become relevant in future.

Despite multiple promises by Three that the final account balance would be transferred to our banks accounts, neither of us received it. It seems that the payments team rejects the request because they see a different final account balance on their system. I'm bored with chasing this up with Three and speaking to incompetent people in Mumbai who invent implausible reasons, one even claiming that my final balance was zero. So we have both complained to the ombudsman with screenshots of the final account balances.

leadhead

NFH said:

leadhead said:

So have you actually had a refund from Three.

Despite multiple promises by Three that the final account balance would be transferred to our banks accounts, neither of us received it. It seems that the payments team rejects the request because they see a different final account balance on their system. I'm bored with chasing this up with Three and speaking to incompetent people in Mumbai who invent implausible reasons, one even claiming that my final balance was zero. So we have both complained to the ombudsman with screenshots of the final account balances.

I think they just tell lies, and are instructed to make up any excuse, not to refund....Have you got it in writing, that the balance would be transferred. If you have I would imagine the Ombudsman must find in your favour.....Good Luck.

I've got it in writing that they say...."We have agreed to refund you the balance"....although I've had nothing from them offering a refund. Not sure the right hand knows what the left one is doing....I've just passed all this onto the Ombudsman.

NFH

leadhead said:

Have you got it in writing, that the balance would be transferred.

Yes, I have two transcripts from Three's online chat.

Yorkshire_Pud

I’ve recently made a complaint via the Ombudsman against three. Three responded and said because I continued to use the service after 16/02/2021 I had accepted their tariff increase. Therefore they would offer no reward/award. Under condition 4.2 not that I’ve ever seen it before, I only knew their historic ‘prices that won’t change’ pledge. 

My response is along the lines I had unused credit that three would not refund so would be lost if I didn’t use it all up by 16th February and as it is my main phone number used in daily life I needed to carry on past the 16th. It was not an option to not use it whilst pursuing  a complaint through the ombudsman.
I hate three.
will see what happens now that it’s time for the ombudsman to rule on this disingenuous company that robs its customers.

leadhead

Yorkshire_Pud said:

I’ve recently made a complaint via the Ombudsman against three. Three responded and said because I continued to use the service after 16/02/2021 I had accepted their tariff increase. Therefore they would offer no reward/award.

Fortunately our sim was replaceble. I was so intent on winning this, I removed the sim from the phone before the deadline date, because I expected Three to "cheat" in some way. As I mentioned to you earlier in a PM, the Ombudsman has found in my favour, but Three have until some time in June to object. I will report further on this when either Three pay up, or I hear from the Ombudsman.

I would persist with Three until they tell you that you have reached "deadlock"......Then get the opinion of the Ombudsman