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Cancelling a Three UK mobile phone contract without a letter stating variation of terms and conditions.?
I successfully cancelled contracts for myself and my partner over a month ago, due to the unfair variation of terms letter (non-direct debit fee increase, charge for paper billing, rounding up on the first minute of a call). That's fine as far as that's concerned, but I now have a new problem.
I have another contract on which the charges have been increased for all the reasons named above, but I haven't received my notification that the charges on this account would be going up. Three have told me that I can't cancel, as I haven't received my letter, where my argument is that they can't increase the charges, as they haven't sent me the letter notifying me of the charge increase. It's a vicious circle.
I rang Customer Retentions/Customer Services at Three to cancel this account and they told me to expect a call from a customer services manager within 48 hours. I left it 4 days to give them every opportunity to respond, and rang them today to chase it up. Customer Services then told me again to wait a further 48 hours, making a total of 6 days. That, of course, assumes that they will ring me within the 48 hour deadline, and not stall me/forget about me again. I also rang the Chief Executive's office in Glasgow. They gave me the same 48 hour deadline to ring me, and they also failed to do so.
All I want to do is cancel my contract, due to the unfair terms and conditions, but I'm getting nowhere fast. Do customers not count any more, or are we just cash cows, to be milked and milked again?
Does anyone have any help and/or advice for me, to help me solve this problem and cancel my contract?
To Red, Green and Blue, I understand what you're saying about last time, but the problem is that both accounts were active at the same time, I couldn't cancel the second one at the same time as the first, as I had an outstanding balance on it, which is now clear, leaving me free to cancel. You weren't to know this, of course, as I didn't explain this in my original question. My fault, sorry.
As for escalating it, I've asked to speak to managers, both in Mumbai, where the call centre is and in Glasgow where the Chief Executive's Office is. I was promised callbacks within 48 hours from both departments, neither of whom have kept their promises. I phoned the Mumbai services again today, and was told to wait a further 48 hours for the manager to ring me, on top of the 4 days I've waitied so far. This means that a 48 hour wait is going to be 6 days, if they respond within this new timescale. Everything's on hold, waiting for 3 to get things moving from their end of things.
To Blondmusic, I haven't sent them a letter, I'm waiting to receive a letter from them detailing the variation in terms and conditions, so I can set the ball rolling to cancel. I've tried to cancel over the phone, as I did with me and my partner's contracts over a month ago. This is the entire problem. They'll not let me cancel, because of a letter that THEY failed to send me, not because I didn't write to them.
7 Answers
- Anonymous1 decade agoFavourite answer
It seems to me like you have given Three every opportunity to sort this out and they have ignored you. Have you kept records of the calls you made? Did you send that letter by recorded delivery? Contact Three's watchdog and ask them to sort it out (link below)
Three are an absolute nightmare when a customer wants to cancel. I wrote to them earlier this year giving them 30 days notice to cancel the contract and i sent the letter by recorded delivery so i know they got it. I heard nothing from them so i called them and they told me they never received the letter. They kept promising to cancel the contract once they confirmed they had my cancellation letter but they never did. I kept getting bills but they told me to ignore them. In the end i was so sick of their lies about cancelling my contract i wrote to them and told them to sort it out before i contact their watchdog. They phoned me within 2 days and cancelled the contract. This went on for 4 months!!
I thought that was the end of it but i got a solicitors letter saying i owed Three £85 then a few days later a letter off Three said they owe me £15. I don't think they know what they are doing down there.
Good luck and I hope this helps.
Source(s): http://www.otelo.org.uk/ Personal Experience - 1 decade ago
I'm with o2/carphonewarehouse , and previously vodafone and never had problems like this, I think you made a very bad mistake when you when back to 3 [ if you have a bad experience with a company go elsewhere] Speak to the team leader at 3 or above and also go to the Citizens Advice asap and try and get a solution to this nightmare and if you can get out of it [ Why you never learned last time i do not know ] there's o2, orange,virgin and vodafone all with good contracts .
- CraigLv 44 years ago
1
Source(s): Automated Binary Trading http://netint.info/AdvancedTradingTechnology/?ud16 - Anonymous1 decade ago
this is not really an solution to your problem but u could solve mine, how did u go about cancelling your 3 contract. i want to cancel mine i phoned them a few months back and they said i would have to pay the remaining months of my contract .
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