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  • FIRST POST
    • Gt125
    • By Gt125 21st Oct 19, 4:19 PM
    • 18Posts
    • 1Thanks
    Gt125
    Three charging me for a plan that doesn't exist
    • #1
    • 21st Oct 19, 4:19 PM
    Three charging me for a plan that doesn't exist 21st Oct 19 at 4:19 PM
    PLEASE HELP

    I'm panicking here. I don't know what to do. I took out a phone with three back in April as they had a huwaei deal which meant you could get a sonos speaker too. I paid for that and my BT contract alongside each other as my BT contract would expire in November. I asked three for the 37 for 4gb plan as I didn't really need an all in package right now. A few months pass and I actually have to use my 3 sim for the first time. I find out I'm being charged 43 for 500mb. I figure this surely can't be right so I check the website and it's 42 for the phone and 30gb of data. I have asked three about this today as my BT phone expires on the 5th November but they have told me I cannot change my plan and that this will have been right at the time I took out the phone, but the plans haven't changed since I took out the phone.

    I'm even actually offering to pay more than I do right now as I want the unlimited data plan charged at 47 a month but they won't let me

    This is what I was told

    "Thanks for your patience. I'd liked to inform you our deals and offers keeps on changing hence we won't be able to offer the same price plan to you at similar rates."

    "You can upgrade to 1GB data by increase in 3 in your monthly rental and you can upgrade to 2Gb data by increase in 6 in your monthly rental. Let me know which would you prefer?"

    They want me to pay 49 for 2gb of data when a new customer can take out the same phone and have unlimited data for 2 less? Am I going mad? Surely this can't be right

    I'm terrified. I have had nothing but a bad experience with three since I joined them and now I'm scared I will be stuck in a contract where I will undoubtedly go over my data every month or have to pay a hefty cancellation fee.

    What are my rights here? I know for a fact I said on the recording I wanted the 37 for 4gb deal. 43 for 500mb doesn't even exist. The advisors on threes twitter even confirmed that.
Page 1
    • stragglebod
    • By stragglebod 21st Oct 19, 4:37 PM
    • 851 Posts
    • 775 Thanks
    stragglebod
    • #2
    • 21st Oct 19, 4:37 PM
    • #2
    • 21st Oct 19, 4:37 PM
    Three would have sent you a confirmation email when you joined - what did that say about the plan?
    • Gt125
    • By Gt125 21st Oct 19, 4:42 PM
    • 18 Posts
    • 1 Thanks
    Gt125
    • #3
    • 21st Oct 19, 4:42 PM
    • #3
    • 21st Oct 19, 4:42 PM
    Three would have sent you a confirmation email when you joined - what did that say about the plan?
    Originally posted by stragglebod
    I can't find it in my emails. I was sure I hadn't deleted it but it isn't there anymore.
    • Cisco001
    • By Cisco001 21st Oct 19, 4:49 PM
    • 3,301 Posts
    • 1,419 Thanks
    Cisco001
    • #4
    • 21st Oct 19, 4:49 PM
    • #4
    • 21st Oct 19, 4:49 PM
    You should be able to download your bill.
    What did it say?
    • Gt125
    • By Gt125 21st Oct 19, 4:54 PM
    • 18 Posts
    • 1 Thanks
    Gt125
    • #5
    • 21st Oct 19, 4:54 PM
    • #5
    • 21st Oct 19, 4:54 PM
    You should be able to download your bill.
    What did it say?
    Originally posted by Cisco001
    That says 43 for 500mb aswell but that plan doesn't even exist on the website. i don't understand. how can it be that I'm paying more for 500mb than someone paying for 30gb?
    • Gt125
    • By Gt125 21st Oct 19, 4:58 PM
    • 18 Posts
    • 1 Thanks
    Gt125
    • #6
    • 21st Oct 19, 4:58 PM
    • #6
    • 21st Oct 19, 4:58 PM
    I looked on the app to see if I could upgrade my plan from there. It has advanced 1gb data 600 minutes 16.00 - advanced 500mb of data 600 minutes for 13.00 - advanced 1gb data for 300 minutes - 13.00

    I really don't understand how I have ended up on 500mb for 43 and why they won't let me change to a plan that actually has an average amount of data? Who uses less than 4g nowadays?
    • Rich2808
    • By Rich2808 21st Oct 19, 8:10 PM
    • 898 Posts
    • 706 Thanks
    Rich2808
    • #7
    • 21st Oct 19, 8:10 PM
    • #7
    • 21st Oct 19, 8:10 PM
    Perhaps three should be able to provide proof this is what you applied for - say an email or something.

    A lesson here is to check what you applied for in your account within 14 days of applying - after that you are stuck with them for the term of your contract.

    Dealing with their Overseas call centre to find things out can be hard work. I got a credit check referral and spoke to their Indian based call centre who couldn’t refer me to their referral office in Glasgow as their systems were down. You can call India easily with three but not Scotland!
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