mobile phone compliant plz can any one help

daveye_2

hi i am currently in a bind and was wondering if you could possibly help, i was a customer of three the mobile company for about three years and in November of last year i subscribed to there mobile Internet services. when i inquired about the service i was told it was £15 per month for 3gb of usage and was told that this would allow me around a 100 hrs of surfing time but there would be know way of knowing when the service would be activated, i was informed that it could take up to 24hrs to be activated, and as a precaution i got the company to clarify that from the moment that i hung up the phone to 24hrs later it could be activated and they agreed that the precise time it would be activated wasn't available.
after about 10hrs i used the service and didn't have a problem using it so i thought that the service was activated after using the service for approx 10-20hrs on and off i check the service my3 were you can check your bill and got the shock of my life i had some how run up service charges of £988 for 10-20 hrs usage of the Internet, and as you can expect was fuming i contacted three and asked how this could be possible and they said that the service had not been activated on the account when i had used them which i could understand, but this is were my compliant comes in. on my account i have a credit limit of £200 and fail to see how it is possible to go over this as this is set by them not my self, and i was wondering if you could help with the complaints procedure to who ever there watch dog is because i cant see how this can be legal i have a credit limit on the account and they can allow you to go over this by so much it just not right now there chasing me for the money and i am currently unemployed and am struggling to make ends meat plz can you help because i need it thanks anyway if you cant but would be grateful if you could.

agsnu

Network billing information doesn't update immediately, your contract with Three will state that they can't be held liable for you exceeding your credit limit by excessive usage in a short period of time.

You admit that they informed you that it wouldn't be applied for 24 hours and you ignored this, which means you probably don't have a leg to stand on.

So any reduction in your bill would be at the goodwill of the network, and your attitude is probably not helping that situation.

redux

My feeling is that the 3 GB for £15 a month is a separate product and contract with a USB plug-in modem to plug into your PC. But I could be wrong and the same possibility was available on a phone ...

Their data package options on ordinary contracts are 50p a day, £2.50 a week, or £5 a month, though it's possible that these were different at the time of your query.

Any ad hoc data use without one of these packages is £1 per MB, which would imply you used nearly 1 GB of data, which is really going some if it was only pages displayed on your phone in a 10 hour period, unless you were also using it as a modem for downloads.

I think you need to clarify with them what products they were describing to you, and the terms and conditions applicable at the time, but it doesn't seem to help that you appear to have used something too early, or perhaps not even the same product, described as an option you could make further enquiries about.