3 making billing mistakes and refusing to refund them

tin_kitten

Last month on my husbands bill from 3 he was charged for a game he did not download. After a long phonecall to 3, they agreed to refund the cost of the game (£5) to his account "as a goodwill gesture"

This months bill arrived today and he has been charged for another game (another £5) that he didn't download. He called 3 up again and this time they have refused to refund the money, saying that the computer system tells them it was downloaded and that is that. They seem to think it is more likely that someone stole the phone, downloaded the game and then deleted it before slipping the phone back unnoticed than the possibility that the computer system could be making mistakes.

grrr....:mad:

Any ideas on what to do? We are going to try the 3 shop at the weekend to see if we have any more luck there. Failing that, is there some way we can prove that the game was never downloaded?

samba

I can't really help you with your problem, except to suggest that you ring them, and ask them to provide written evidence of all the details of the game download - time, date, game downloaded etc.

Don't accept their excuse that the computer is always right - it is frequently wrong and the same thing has happened to me several times - I've even been charged for downloading the same music track twice which is ridiculous when they now have this system where you pay once and download up to three times!

I suspect they know full well there are problems as they always do the goodwill gesture without question the first time it happens on an account...