Three mobile have ripped me off !!!! Help

I've been with Three mobile for over 3 years now and decided to end my contract with them, so I phoned 3 customer services and they told me I had 4 months left for my contract to end...they also asked why I wanted to end the contract I replied that I was getting more mins and text from another provider. (I'm on a £15 p/m with 500mins only) texts are charged at 10p each.... the customer service rep said that I had 1000 free texts each month for free! I was unaware of this.......so for the next 4 months until my contract ends I started to send more texts as CS said they were free...... then after a few months I noticed my bills were all too high.... I phoned CS and they said I was being charged for texts.....I said that how can they charge me when I was told I had 1000 free texts per month..... the manager said there were no notes on the file relating to free texts and I will have to pay for all the texts. So there is no proof of this on the notes.

What can I do??? I dont have any proof and they havn't got any notes on this....but i was told this by them! It seems as though its my word against theirs.

Please Please any help will be most appreciated because I feel they have stolen money from me and I want my money back.

35 Comments

pay them and leave,be more careful next time

Banned

Thats awful! It does seem you're in a your word against theirs battle though.

In my experience writing a letter/email to their HO usually makes people back down pretty quickly. Ask them if they have a recording of the convertation and ask them to play it back. Its unlikely they do but it shows you're not lying. Also ask for all information they have on you to be sent to you as you intend to go to ofcom if the situation is not resolved. Bet they give you your money back.

Hope that helps!

Always get the persons name and ask for it to confirmed in writing! Until you do I would take anything said over the phone by any of the mobile CS with a pinch of salt. I was told by T-mobile that I was getting an 18mth contract but turns out it is 24mths. They all seem to be liars who work at these call centres, in my opinion.

Original Poster

Does anyone have an email address for them... I've looked but can't find one....I'm looking for the Head office/ executive office email address as I think CS email adresses will just be ignored.

Moved to Misc. Feedback is for HUKD-related comments, queries and suggestions only. Thanks!

I always ring 3 from my landline (use saynoto0870.com for number) and record the conversation with the voice recorder on my mobile. When you tell them the call is being recorded they are very helpful - surprise surprise.

Once bitten........................:thumbsup:

4 months notice what a load of moo dung.
30 notice on all contracts is standard.
I get 500 mins 100 txts and 2000 3 to 3 mins for £10.00 a month took 1 hour talking to them and saying bye bye before they gave it but not too bad for me.

You weren;t called 12-18months ago by some third party and agreed to some new contract deal did you?

Ask them in writing what tariff you are on, what bundles it includes, when the contract started and the length of the contract and who initiated the new contract renewnal.

Tell them you have been miss sold a contract and are going to seek legal advice. Also 3 don't do a 3 year contract (only Orange do) so you must have been upgraded at some point, get back to them and ask what the upgrade was.

ianshona;7855798

I always ring 3 from my landline (use saynoto0870.com for number) and … I always ring 3 from my landline (use saynoto0870.com for number) and record the conversation with the voice recorder on my mobile. When you tell them the call is being recorded they are very helpful - surprise surprise.Once bitten........................:thumbsup:



Do you tell them that your recording the call straight away, or wait until they start being funny with you?

In response to OP...contact Otelo (01925 430049). You need a reference number and then you can be given details for the Executive Office in Glasgow (they wont deal with you without a ref. number from Otelo).

davidn84;7856360

Do you tell them that your recording the call straight away, or wait … Do you tell them that your recording the call straight away, or wait until they start being funny with you?In response to OP...contact Otelo (01925 430049). You need a reference number and then you can be given details for the Executive Office in Glasgow (they wont deal with you without a ref. number from Otelo).



tell them straight away - I believe its a legal obligation to let them know - you'd be suprised at the difference it makes;-)

Original Poster

davidn84;7856360

Do you tell them that your recording the call straight away, or wait … Do you tell them that your recording the call straight away, or wait until they start being funny with you?In response to OP...contact Otelo (01925 430049). You need a reference number and then you can be given details for the Executive Office in Glasgow (they wont deal with you without a ref. number from Otelo).



I'm on the case....thankyou for the info :thumbsup:

ianshona;7856875

tell them straight away - I believe its a legal obligation to let them … tell them straight away - I believe its a legal obligation to let them know - you'd be suprised at the difference it makes;-)



Was just checking. Because i've terminated calls after a few minutes when people have suddenly told me they're recording the call. Not because i'm doing anything wrong, but because they didnt pre-warn me.

But yeah i agree if you tell someone you're recording the call it does make a difference.

Original Poster

Just Phoned Otelo and if someones in a similar situation or wants to make a direct complaint about Three write to :

Andrew Mein
Three Executive Office
123 St.Vincent St
Glasgow
G2 5EA

oh the truble iv had with 3 !!!!!!!!!! they put me on a rolling contract which they said would not alter a thing with contract or price............................phoned to cancel with them only to be told i had an extra month added on to my contract!!! i was livid and phoned them and complained and said i wanted them to listen to the earlier convo id had as "all calls are recorded for training puposes" , they phoned me back and appologised and took the extra months contract off my account which i ended after much nagging from them to stay.Tell them u want to speak to a manager

my son is with 3 and i cant wait for the time to come for us to end this contract . never again will we use 3

Banned

This is standard policy from 3.

Lie, convince you that you've got what you wanted, then plunge in the knife.

Worst company ever. (Well OK, Virgin hold that title, but second worst doesnt sound so dramatic!)

bigwheels;7856100

4 months notice what a load of moo dung.30 notice on all contracts is … 4 months notice what a load of moo dung.30 notice on all contracts is standard.I get 500 mins 100 txts and 2000 3 to 3 mins for £10.00 a month took 1 hour talking to them and saying bye bye before they gave it but not too bad for me.



4 months notice would be about right if you've only been with them for 8 months on a 12 month contract (or other variables thereof).

30 days notice only standard if you're in the last month of your contract...

malang;7857226

Just Phoned Otelo and if someones in a similar situation or wants to … Just Phoned Otelo and if someones in a similar situation or wants to make a direct complaint about Three write to :Andrew Mein Three Executive Office 123 St.Vincent StGlasgowG2 5EA



The name changes every month and they wont respond if you dont have an Otelo ref. number or address it to the wrong person for that month.

toughCookie;7857287

[email protected]



This again needs to be sent to them with correct details in heading or they refer it to customer services. So again you need Otelo ref. number.

Always get something in writing.

Words from Gob mean diddly.

Original Poster

civms47;7857443

4 months notice would be about right if you've only been with them for 8 … 4 months notice would be about right if you've only been with them for 8 months on a 12 month contract (or other variables thereof).30 days notice only standard if you're in the last month of your contract...



3 years = 2 x 18month contracts ..... my complaint was regarding the 'free text messages' they said I had during my last 4 months.

I got a ref no. from Otelo so got the ball rolling...... I'm not really fussed about the money but they made me so angry saying I had to pay!!! Really cheesed me off!!

malang;7858994

3 years = 2 x 18month contracts ..... my complaint was regarding the … 3 years = 2 x 18month contracts ..... my complaint was regarding the 'free text messages' they said I had during my last 4 months.I got a ref no. from Otelo so got the ball rolling...... I'm not really fussed about the money but they made me so angry saying I had to pay!!! Really cheesed me off!!



So what you hoping Otelo to do then?

Banned

To be fair to 3 they have only played on your own stupidity

Why would you not be aware that you did or did not have 1000 free texts a month???

I will never use 3. My Mum had two contracts with them (one for her, one for my Dad) My Dad died 3 months into an 18 month contract and they refused point blank to release her from her contract and said that she was free to sell the phone on with contract to a friend or family member. To say I was disgusted is an understatement. I wanted to kick up a massive fuss over it but my Mum begged me not to.

Banned

Brb;7859495

I will never use 3. My Mum had two contracts with them (one for her, one … I will never use 3. My Mum had two contracts with them (one for her, one for my Dad) My Dad died 3 months into an 18 month contract and they refused point blank to release her from her contract and said that she was free to sell the phone on with contract to a friend or family member. To say I was disgusted is an understatement. I wanted to kick up a massive fuss over it but my Mum begged me not to.



Why would they release her from her contract because your dad died?

dimebars;7859523

Why would they release her from her contract because your dad died?



Got to agree with dimebars...if the contracts taken out in that persons name, then they're responsible, even if someone else is using the phone.

Original Poster

dimebars;7859312

To be fair to 3 they have only played on your own stupidityWhy would you … To be fair to 3 they have only played on your own stupidityWhy would you not be aware that you did or did not have 1000 free texts a month???



How am I being stupid???

If you phoned up your mobile service provider, and they tell you that you now have 1000 free texts per month, you assume that you will have 1000 free texts....hence use them!! so HOW am I being stupid????
Dork!

Oh I agree with the legality of it. Didn't have a leg to stand on. Like I say they held her to her contract but never heard of good faith ?

What I found disgusting was them telling her to sell it on to friends/family. Can you imagine your mobile ringing and up pops Dad ?

I wasn't jumping up and down saying they've ripped me or anyone else off - just that I will never use them (made my Mum dump them at end of contract too).

In my opinion (and I'm allowed it) In geniune circumstances I think that being a large company they should have voided the contract for my Dad's phone. She wanted to keep hers after all.

It just left a very bad taste in my mouth. Other companies were helpful when no, legally they weren't obliged to. Sky were in fact absolutely blinding with her/us and she has remained with them.

All I was trying to highlight (and maybe didn't word so well) is that they will hold you to the letter of your contract whereas others I have found to more eager to work with you (and if they had, then my Mum would have stayed with them). Apologies that I didn't make this clear.

Brb;7859704

Oh I agree with the legality of it. Didn't have a leg to stand on. Like I … Oh I agree with the legality of it. Didn't have a leg to stand on. Like I say they held her to her contract but never heard of good faith ? What I found disgusting was them telling her to sell it on to friends/family. Can you imagine your mobile ringing and up pops Dad ? I wasn't jumping up and down saying they've ripped me or anyone else off - just that I will never use them (made my Mum dump them at end of contract too). In my opinion (and I'm allowed it) In geniune circumstances I think that being a large company they should have voided the contract for my Dad's phone. She wanted to keep hers after all. It just left a very bad taste in my mouth. Other companies were helpful when no, legally they weren't obliged to. Sky were in fact absolutely blinding with her/us and she has remained with them. All I was trying to highlight (and maybe didn't word so well) is that they will hold you to the letter of your contract whereas others I have found to more eager to work with you (and if they had, then my Mum would have stayed with them). Apologies that I didn't make this clear.




I can see where you're coming from. But if everytime someone wants to end a contract and they know they can use that excuse, they're gonna look at Obituary pages, pick a person and say they used the phone so cancel it please. If it's the deceased persons name then fine, but if its anyone elses name...its a legally binding contract.

davidn84;7859918

I can see where you're coming from. But if everytime someone wants to end … I can see where you're coming from. But if everytime someone wants to end a contract and they know they can use that excuse, they're gonna look at Obituary pages, pick a person and say they used the phone so cancel it please. If it's the deceased persons name then fine, but if its anyone elses name...its a legally binding contract.



Do see what you mean. Not being someone that thought along those lines it wouldn't have occured to me that ppl would do that. My train of thought would have been back at the beginning to haggle to get a better deal for having 2 contracts in first place. My Mum doesn't listen to me though bless her.

OP, text them :thumbsup:

Original Poster

transit;7860140

OP, text them :thumbsup:



will do

I got cut off a month a go as had problems paying bill I phoned to pay bill when I receed a letter stating that I owed £80 and I was able to pay it but was told by cs that I owe £150 due to a £50 charge for call that I didn't make due that the fact my phone was cut off what do I do

natsarah

I got cut off a month a go as had problems paying bill I phoned to pay … I got cut off a month a go as had problems paying bill I phoned to pay bill when I receed a letter stating that I owed £80 and I was able to pay it but was told by cs that I owe £150 due to a £50 charge for call that I didn't make due that the fact my phone was cut off what do I do



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