Three mobile didn't cancel my monthly payment after obtaining PAC and moving my number.

Buck100

Hi,

I moved my mobile provider from Three mobile to Vodafone on 07/12/2022. I obtained a PAC code and transferred my number over to Vodafone. I got confirmation they had received it and on 09/12/2022 I got an email to say I was all transferred over to them.

Then last week I received a bill, it transpires that when I was having a tidy up of old direct debits and I deleted Three's, and so a payment didn't go through.  

Anyway I thought the bill was for my Son's old phone, so I paid it.When i realised it was mine, and a phone number that was transferred over a year ago, I got in touch with them. I was on Live chat for 2 hours then a further hour later on re my Son's phone, to no avail, just frustration, no help, and passed around, before being told to ring them, no chance! 

So what I need to know, is, am I entitled to my money back? 

And how to complain, as I completed a complaint form online, on Three's site, but I have no idea where it went, if it went, and I've had no response or acknowledgement.

Thanks in advance.      

giraffe69

I got a PAC a few months ago. The new companystarted on time and all well. The old firm took a payment after the switch but then refunded almost all of it once the final bill had been calculated. Only when they had done that did I stop the DD. No problems arose from that.

JGB1955

There is always likely to be a 'trailing' bill once you cancel your contract.

QrizB

Buck100 said:

I moved my mobile provider from Three mobile to Vodafone on 07/12/2022. I obtained a PAC code and transferred my number over to Vodafone. I got confirmation they had received it and on 09/12/2022 I got an email to say I was all transferred over to them.
Then last week I received a bill, it transpires that when I was having a tidy up of old direct debits and I deleted Three's, and so a payment didn't go through. 

Are you saying that Three have been taking monthly DD payments for the past year, for this account you PAC'd away from? Or is the bill you've just paid the only one?

PHK

QrizB said:

Buck100 said:

I moved my mobile provider from Three mobile to Vodafone on 07/12/2022. I obtained a PAC code and transferred my number over to Vodafone. I got confirmation they had received it and on 09/12/2022 I got an email to say I was all transferred over to them.
Then last week I received a bill, it transpires that when I was having a tidy up of old direct debits and I deleted Three's, and so a payment didn't go through. 

Are you saying that Three have been taking monthly DD payments for the past year, for this account you PAC'd away from? Or is the bill you've just paid the only one?

I took it to mean that the OP cancelled the DD too quickly, forgetting there would be a final bill?

savergrant

received it and on 09/12/2022 I got an email to say I was all transferred over to them.

Then last week I received a bill, it transpires that when I was having a tidy up of old direct debits and I deleted Three's, and so a payment didn't go through.  

Question is when did you do the 'tidy up'? It is probably best not to delete a direct debit until after a couple of months.

Grumpy_chap

Buck100 said:

Hi,

I moved my mobile provider from Three mobile to Vodafone on 07/12/2022. I obtained a PAC code and transferred my number over to Vodafone. I got confirmation they had received it and on 09/12/2022 I got an email to say I was all transferred over to them.

savergrant said:

received it and on 09/12/2022 I got an email to say I was all transferred over to them.

Then last week I received a bill, it transpires that when I was having a tidy up of old direct debits and I deleted Three's, and so a payment didn't go through.  

Can you confirm when the PAC transfer took place?
Did you leave Three in December 2022?
Or did you mean just over a month ago, December 2023?

If the later, I would expect there to be a final bill a few weeks into this year and that is likely what the DD failed on.
Quite a different discussion if it was over a year ago that the service stopped and a bill still arrived in January 2024.