Stitched up by Three, what to do?

metalgearal

Just over a year ago I was coming to the end of my 12-month contract with Three. I didn't use the phone much so was planning on changing to PAYG. During the 30 days of cancellation time, towards the end Three phoned me up a couple of times to tempt be back - I guess as I was on £45 a month (allbeit a cashback offer ) they thought I was a customer worth keeping.

First they offered me an 18-month contract to which I clearly said NO as I didn't want to be tied down for 18 months. Then the guy on the phone offered me a 12-month contract which was too good to be true (it was). I clearly said I wanted 12 month only and he laid out the pricing plan which stated the last month of payment was the 12th. I agreed, but unfortunately didn't ask for this contract in writing.

Now it comes to 12 months later and I've come to quit, only to be told I'm on an 18 month contract which runs out in August. So I was lied to basically. My contract is £30 a month so I thought the least I could do is change down to one of the £15 a month tarrifs I see on the site and ride it out, but I'm told they're for upgrade users only and the lowest I can have is £25 a month.

I'm kicking myself I didn't get the contract in writing, and as far as I can see it's my word against theirs. Is it worth fighting? I'm not sure I'm going to get anywhere with it? Then again 6 more months of £30 a month is quite a lot.

Has this happened to anyone else, particularly with Three?

Quentin

It is your word against theirs, but that doesn't stop you raising a high level complaint about this, hopefully forcing them to retrieve the record of the call, and getting a definitive answer on who is telling the truth.

cluuuuur

I've had this problem with 3 - worsened by the fact that they apparently do NOT regularly record their calls so it literally becomes your word against theirs.

I'd recommend a formal complaint in writing to the Glasgow branch of 3 (dialling 333 and speaking with the team there has never worked well for me in matters of complaints) with as much detail as you can remember.

metalgearal

Thanks for the advice, I think I'll try to sum it all up in a letter and write a formal complaint.

I agree that dialling 333 doesn't get you very far - I now inhrently distrust the person on the other end of their customer services line and get the feeling they'll just tell you anything.