Three Mobile out of contract

JenKent

I have just found out that I have been paying for a contract with Three mobile for a number of years that I have never used! The contract actually ended in 2021 but I have been paying £49 a month since then also. The issue appears to be that I had an online account but then went into a shop to upgrade and this somehow started a new contract and new account. The complaints dept have outlined it below. I know I should have been checking my bank account more rigorously. Should I take their offer of 6 months refund or do I have any rights to ask for more money back.

I have investigated your complaint, and I will detail my findings and proposal below.

 

When investigating I can see that you had a sim-only account with the account number – 9815692596, this was taken in December 2019. You then went to a Three store and bought a phone contract which was set up as a new customer account and separate from your existing sim. Whilst it is difficult to monitor conversations in a store, I do acknowledge that this should have been made clear to you that it was separate. I can see no usage on the account that was set up and all the usage over the years has come on the account that is your sim-only account.

 

Based on the above information, I propose that I refund the last 6 months’ payments directly into your bank account, this equates to £296.34. I will also waive the outstanding amount on the account of £63.99 and ensure that the account in question that came out of the contract is closed with immediate effect. The credit directly to your bank account will be visible in 3-5 working days from the day that it is submitted. I am sorry that the account went on for o long after coming out of contract and based on our policy, we would usually offer a Three-month credit, however, as you are a longstanding three customer I have upped that to 6.

visidigi

I'd bite their hand off...

powerful_Rogue

JenKent said:

I have just found out that I have been paying for a contract with Three mobile for a number of years that I have never used! The contract actually ended in 2021 but I have been paying £49 a month since then also. The issue appears to be that I had an online account but then went into a shop to upgrade and this somehow started a new contract and new account. The complaints dept have outlined it below. I know I should have been checking my bank account more rigorously. Should I take their offer of 6 months refund or do I have any rights to ask for more money back.

I have investigated your complaint, and I will detail my findings and proposal below.

 

When investigating I can see that you had a sim-only account with the account number – 9815692596, this was taken in December 2019. You then went to a Three store and bought a phone contract which was set up as a new customer account and separate from your existing sim. Whilst it is difficult to monitor conversations in a store, I do acknowledge that this should have been made clear to you that it was separate. I can see no usage on the account that was set up and all the usage over the years has come on the account that is your sim-only account.

 

Based on the above information, I propose that I refund the last 6 months’ payments directly into your bank account, this equates to £296.34. I will also waive the outstanding amount on the account of £63.99 and ensure that the account in question that came out of the contract is closed with immediate effect. The credit directly to your bank account will be visible in 3-5 working days from the day that it is submitted. I am sorry that the account went on for o long after coming out of contract and based on our policy, we would usually offer a Three-month credit, however, as you are a longstanding three customer I have upped that to 6.

Depends how much time and energy you want to put into this.

macman

The contract didn't end. The minimum term did. It then continues until such time as you cancel.

goater78

How do people not notice they are paying £49 a month for years on something that they don't use?