Help someone 3 Contract Issue

Jimmyboy34

A few months ago my contract was up on 3, i was happy to stay and they said I has a free upgrade, this turned out to be a refurbished K800i, well refurbished according to Phones 4 u! I then wanted to change my DD date, no problem said a robotic call centre agent, I will change this from 27th to the 8th of the month. 3 then claimed the DD on the old date, nearly making a embarrasing situation with my bank, they apologised and assured me it will be ok from now on. In the next proceeding days i received more than 5 calls and texts to say i was overdue my payment, again another call to the call centre and again "sorry sir, i will put a note on the account" I was credited £15 compensation. Again same issue calls coming in saying i was overdue payment, at this point it was obvious no note on the system and again having to explain that the payment is not due until the new DD date. Today my phone has been restricted, no calls, no advise to say this was going to happen, no reminders and i was away from home!! I just want out of the contract, it has 12 months left to run! but i feel as though one simple task-changing a DD date turned into such a big issue that im left wanting to move. Also if this phone is refurbished what options do i have to get out?

Badger_Lady

If this has only just happened, you should have a cooling-off period (normally 30 days at the start of a contract).

Call up ASAP, say you're not happy with the new contract and you'd like to recieve your PAC and cancel. They will probably try to keep you and offer you extra discounts etc.

Get onto Quidco, have a look at some of the other contracts available, and decide whether you want to leave 3 altogether in favour of a new supplier.

You will have to send your K800i back, of course

Quentin

Complain about what has happened, make them pay any bank charges you have incurred, and ask for compensation for the inconvenience.

Although this admin blunder isn't grounds for you cancelling the contract, they may be so fed up with you (correctly) complaining and claiming compensation, they might let you go!

Put everything in writing to them.

(Badger_Lady's advice on 30 day cooling off periods to cancel a contract is way out - the most you can ever get is 14 days, and not all companies allow it)

Badger_Lady

For Pay Monthly Customers only we offer a 14-day Money Back Guarantee. If for whatever reason you're a Pay Monthly Customer and you change your mind on your purchase, you can return your handset and boxed accessories with a proof of purchase within 14 days of delivery of your handset for a full refund. You may receive up to two bills after closing your account, depending on what your billing date is. This guarantee is void if the handset has been used or if you have ported your number from another network. To arrange for the return of the handset, cancellation of the contract and any refunds that may due you can call 0870 333 1831.

Quentin

Very good - who are "we"?

(Note the op is about a contract phone, and it was your advice about 30 day cooling off periods which is way out)

Badger_Lady

^^ The above was copied from the 3 website.

I don't know why you're slating me for answering this guy's question! I only suggested it might be 30 days, turns out it's actually 14 - there still is a cooling off period, which the OP might still be within!

Chill out, biddy :rolleyes:

Quentin

Not slating you at all.

We are all advised to exercise caution when acting on any info in posts.

You didn't actually make a "suggestion" that it might be 30 days cooling off period, but said:

you should have a cooling-off period (normally 30 days at the start of a contract).

All that has happened is that your misinformation has been corrected so that no-one else acts on it and ends up wasting their time or gets some egg on their face.

You could of course edit your post so that it no longer misleads!

Badger_Lady

Well, you're coming across as very aggressive. I have no idea what is "normal" for mobile phone contracts formed as part of an upgrade with 3. If the OP needs information to be that specifically accurate, an online forum isn't the place to come.

Contracts in general almost always coming with a cooling-off period - in my experience (mostly with financial services contracts) this is 30 days.

Following further investigation, the cooling-off period that I accurately cited as something for the OP to follow up, in this circumstance lasts for 14 days.

Have I clarified things enough for you yet, Quentin? Would you like me to sign a liability waiver before I post in future?

Quentin

I don't intend any aggression towards you, and can't see where you are getting that from. (It was you who actually came across aggressively with your sarcastic smiley and your chill out biddy)

Your posts are not too clear for the OP!!

You have posted on something for him to follow up - but it is irrelevant:

1) The problem is to do with a contract, and you have posted advice on a payg phone.

2) The problem has been going on for months, and you have posted advice on cancelling within a cooling off period???

Badger_Lady

1) I haven't posted advice about a payg phone. Pay Monthly is a contract deal.

2) I read "12 months left to run" on the OP, wasn't sure when the contract had started, and started my post with "If this has only just happened..."

The only thing in my post that could be argued as inaccurate is the part in brackets that says "normally 30 days" - and I haven't seen evidence that even this is wrong.

Can we move back on topic, please? To summarise the discussion so far:

- OP has entered a new contract but is very unhappy with his customer service experience and wants out.

- If this has only just happened, OP may be able to end the contract within its cooling off period, which in this case is 14 days.

- If this isn't an option, OP should complain to customer services and make a fuss, with the minimum aim of receiving compensation.

Jimmyboy34

Sorry to break up the love fest, but it doesnt come under any cooling off period, i guess what i should of asked, is that do you reckon that if i keep badgering these people and formally complain putting everything in writing, i can get out of this? I have a balance of £89, but I'm getting so annoyed and stubborn i wont pay this, because of the way i have been treated and the shocking customer service. Is there any truth in my phone that i got in my so called upgrade being a refurbished one?