Three Won't Let Me Change Monthly Tariff

[Smowball]

My two year contract was up, or so I thought, and I rang to cancel as want to swap to someone else but apparently I was 4 weeks over the 2 years and they say it's automatically been renewed for another two years!! And that was the agreement when I joined. I would have never knowingly agreed to that but they aren't budging. Anyway I said could I at least change my tariff as I didn't need anywhere near the data and I could halve the monthly bill. Thy said yes so I said I'd look at the best one and call back. When it called back they said no I can't change it and I'm stuck for two years paying this high amount! I'm pulling my hair out with them and they are being so unhelpful. Any advice??

[Old_Geezer]

Post the issue to as many forums as you can find and see if the bad publicity achieves anything ?

Isn't there a cooling off period for auto renewals too ?


(I had a similar problem with a building society once. Some investment finished and they said they had reinvested it for now, or words to that effect. When I got around to visiting the shop (no longer local to me) I found they hadn't reinvested it in an instant access which anyone with an IQ greater then zero and no ulterior motive would have done but they'd reinvested it in another x years bond type thing and had the £"%$"$^ cheek to say I'd have to pay a penalty if I withdrew my own money now. I made sure it was withdrawn smartly the time that one matured and never invested anything more with them again, and never intend to.)

[grasscarp]

You need to find who said you could change the tariff. Also you want to see in writing where it said you would be auto renewed after the two years. Have you gone to the top of whatever company it is? You haven't said what this is but do they have a complaints procedure/ombudsman etc.

[atalanta]

If you have a good argument ( i.e. you didn't sign to say you agreed to this arrangement coming into force after 4 weeks ) try your citizens advice bureau. I have even had some success with such companies by contacting my MP. MPs really do come in handy sometimes.

[Old_Geezer]

I just seem to get fobbed off by mine.

[grasscarp]

Sorry, I didn't read the first word - Three. So now I have had a look and there is a lot on the internet about them and people not happy. And Ofcom are the people to complain to.
e.g.
http://www.moneysavingexpert.com/news/phones/2016/01/three-customers-furious-over-steep-bills-hike

[Smowball]

Sorry guys I had to rush out say soon as I posted. They really are a nightmare . They say they when they read back the terms and conditions over the phone when I first joined that's when they said about auto renew but I have no memory of that at all

[revpat55]

If they insist they read out all the T&C's over the phone tell them you want a copy of the call (it might cost £10 as it's like a Subject Access Request) but they are obliged to provide it. DO NOT accept them telling you they don't keep calls from that long ago, they are obliged to keep them for legal reasons. If they fail to provide it within a reasonable time insist they cancel your contract as they have broken it. Offcom are a great help. I know my husband had terrible trouble with Three and he ended up cancelling his DD - they soon had the Arrears Collection team on to him and they helped him sort his problem out, so maybe another option to consider? Good Luck

[EcclesCake]

I recently changed my phone with 3 and downgraded my package. All very straightforward and without the hassle I was expecting. Perhaps a visit to the store will resolve matters? I have found there telesales folk less than helpful in the past.

[Smowball]

Did you downgrade mid contract?

[EcclesCake]

Yep. I thought I was going to be met with lots of objections but it was fine.

[Hopkirk]

Going into the shop is probably a good idea, they won't want tears and tantrums putting off other customers.

[Smowball]

Good idea hopkirk. I chatted with THREE on their webchat yesterday and they aren't budging!

[Hopkirk]

I used to know someone who had problems with her vacuum cleaner, and it was finally sorted when she went into Curry's and emptied the dust collector in the middle of the store mid rant.

She left with a replacement.

[Smowball]

Lol!!

[grasscarp]

Three got fined a quarter of a million pounds, 18 months ago for their poor handling of customer complaints.
Here is a link, and details of what the way they are supposed to handle them now.
http://media.ofcom.org.uk/news/2014/three-action/