mobile phone contract - 3

[danalouise]

My 18month contract with 3 was due to expire in July so at the beginning of June i cancelled it with 30 days notice. at the end of June they rang me to upgrade me - i said no thanks i wanted to go pay as you go. the rep told me she had a plan that was cheaper than a pay as you go scheme and was only �5pm. i asked for how long she said the whole 12 months. but when i got my first bill in July it was for �25. 3 are insisting i have to pay it - they say its a discounted price plan but due to renewal dates the first month would be full price - the discount kicks in for the following 12 months - (yep - my maths says thats 13 months total as well!). does anyone have any advice out there? I'm refusing to pay at the moment because she didn't tell me anything about it being a discounted plan just that it was cheaper than a pay as you go scheme - the phone has been off since about 15th July as they were phoning me 3 or 4 times a day rather than putting anything in writing and it was getting silly. so far they've also put �8 in charges on as well cos i cancelled my direct debit in July and they're now charging me because they can't access my account. they've said as i'm cancelling i have to pay over �200 line rental but i've said i can't cancel something that doesn't exist as they've not agreed to provide the plan i did agree to - whose right?

[gina32]

i have had so much trouble with 3 and i have 2 contracts with them, im cancelling mine when they run out shortly. anyway try phoning this number as this is what i was given from otelo an official complaints dept for this kind of thing 08707330272( its 3's officail complaints office, and they were very helpful) although you might find that you have to go through otelo first to get a complaints ref number before they do anything this is the website
http://www.otelo.org.uk/ good luck let me know how you got on

[danalouise]

thanks for that - at the moment i feel like we're not getting anywhere cos i won't budge and pay for something i haven't agreed to and they won't budge cos their computer records say i did agree to it. they won't produce the phone recording at this stage either and i have a witness that backs me - its just getting silly. i will put this info in my next letter to them - am just typing it now! i'll let you know if i get anywhere!

[gina32]

i know exactly what you mean, ive been at loggerheads with them for a few months as on my bill i have calls and texts that i know 100% that i havent phoned or texted but they that i have. when i got in touch with the phone number i gave you they told me thats its very very rare for any complaints to have to go further and its sorted out before it comes to that. so hope you get on ok. i know that no way will i be renewing my contracts with them. its very frustrating when you know one thing and they are saying something else.

[plowter]

Have you tried the Consumer Direct helpline - 08454 04 05 06? It could be argued that this counts as distance selling. In which case the trader must provide you with written information about your contract and your right to cancel.

[danalouise]

I will be throwing everything i can find on the internet at them - unfortunately as many customers of theirs know 3 do not send out written contracts for what you have agreed to - you are reliant solely on their reps telling you accurately about the plan you will be on. - so you can't go back and check the small print before the contract starts. i was told that the new plan was only �5 per month - it appears now that its actually �25 but they discounting it to me to make sure i didn't go through with my cancellation. i'm really hoping that i can just make them back down on this - but i will be ringing that number next if they come back to me after this letter! It helps that i can prove they've been wrong about 2 other things in the last 6 months and therefore that would put a certain amount of discredit on their computer records.

[gina32]

i wouldnt bother wring if i was you just dial that number and they will take your "statement " over the phone and get back to you within 10 days

[gina32]

that shoul say writing!

[danalouise]

I guess due to this experience everything i do now is done in writing - cos they twist everything around and then deny it all in the next phone conversation. I'm writing to Moorcroft who they involved cos i wouldn't pay but i'll phone Otelo as well today. thanks so much for this.

[gina32]

hope you get on ok, i complained last thursday to them and today had a phone call and everything has been worked out, so mine was a good outcome and only took a couple of days but however you do it, best of luck.

[danalouise]

thanks Gina, have spoken to 3s Executive Office which was the number you gave me - very helpful chappie has said he will try and investigate this week and get back to me asap. ive still sent the letter to Moorcroft but have included the reference of the complaint for them so that they can see this is official and wont take any credit action against me til its resolved. still a bit wary that im dealing direct with 3 rather than an independent 3rd party but hopefully i'll have as good an outcome as you. well done for yours by the way.

[danalouise]

Hi i've had an update today from Moorcroft - they've been instructed by 3 to proceed with legal proceedings for the �33. I told them this matter was being investigated by the Executive Office but they said it didn't matter and hung up on me! During the call they said that 3 were not in breach and they didn't have to inform me the plan was a discounted plan OR that i might get charged the full price at any time. is that true?

[gina32]

sorry to hear that, have you heard from 3 yet?

[danalouise]

hi Gina - no not yet i will chase them today - but Moorcroft have said they are following 3's instructions anyway so i'm not sure how far i will be getting.

[danalouise]

hurray! Gina you were quite right - its taken them a couple of hours to check this through but they've just rung and said the investigtion will be closed with the contract being cancelled with no charges to me - Moorcroft will be instructed to back off and no further action of any kind will be taken in respect of the �33. thank you so much for your help and reassurance - i've been so worried about this!

[gina32]

brilliant, im glad its worked out ok for you. like you i was a bit wary of actually dealing with the people i was complaining about but they were very helpful. anyway it turned out good for you.