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For the second time now Three are claiming that I have gone over my monthly usage, a point that I strongly disagree with.
On the first occasion after at least 2 days arguing I finally paid, this time I point blank refuse. During which time they refuse to tell me how they have come up with the bill, refuse to give me any details of connection times etc, and hang up on me everytime I speak to them.
Meanwhile, I constantly point out that continuing to phone me about the debt is harassment, and yet they tell me I'm lying and they'll continue to ring until I will pay, a tactic they tried last time.
What sort of letter can I send to them to make them prove that I've gone over my minutes etc - both this time and last?
I will be sending this letter tomorrow by recorded delivery:
1 House Street,
House Lane,
House,
HOU SE1
Thursday 11th June 2009
3 Customer Services
Hutchison 3G UK Ltd
PO Box 333
Glasgow
G2 9AG
Dear Sirs,
RE MOBILE BROADBAND TEL #: 0123456789
FORMAL COMPLAINT
I am writing today to make a formal complaint to your company on several counts.
The first being the lack of help that I have received from your premium rate call centers.
I received a bill that I believed to be untrue; apparently I had gone over my usage limit on my bill dated 07 Feb to 06 Mar 2009. Whilst this bill was in dispute, not once did I receive any actual help, not once has anybody provided me with any connection times, and during phone calls I was passed from pillar to post. During one telephone conversation one of your employees called me a ‘stupid bitch’ as he assumed I was still on hold. When I asked to be put through to his manager, he simply hung up.
I require a full explanation of how you came to the conclusion that I had gone over my monthly usage, with details of connection times and dates, for both the bill period 07 Feb to 06 Mar 2009 and 07 May to 06 June 2009.
I have also now been told, twice, that my minutes were capped and that it was impossible to go over my monthly allowance, yet I have done so twice – I deem these actions to be fraudulent, as you are providing me with purposely misleading information, with the intention to gain money from myself.
As the account was in dispute during this time I refused to make a payment, and yet was rang on a highly frequent basis, this being despite the fact I had requested over the telephone to no longer be rung.
I will take this time now to remind you that telephone harassment is a crime.
In relation to the quantity and frequency of telephone calls that I have received from your company, I deem them to be personally harassing. I had verbally requested that these stop, but I am still receiving calls. As such I now require all further correspondence from your company to be made in writing only. I am of the view that your continued harassment of me by telephone puts you in breach of Section 40 of the Administration of Justice Act 1970, and the Protection from Harassment Act 1997. If you continue to harass me by telephone, you will also be in breach of the Communications Act (2003) s.127 and I will report you to OFCOM, Trading Standards and The Office of Fair Trading, meaning that you will be liable to a substantial fine. Be advised that any further telephone calls from your company will be recorded.
Secondly I am appalled by the service, or rather lack of, that I am receiving. My Internet constantly disconnects, sometimes I will be browsing the net and the service will cease completely. This being despite your coverage map saying “You can connect to 3's Mobile Broadband Network in just about all locations when out and about and when indoors.”
I am a working journalist, and as such require a constant, regular connection to the Internet, which, in all honesty, is something that your company is completely failing to provide.
I require a full reply to every point mentioned in this letter, and should your reply be unsatisfactory, or should I recieve no reply at all, I have no option other than to forward your details to Trading Standards, The Office of Fair Trading and Ofcom.
Please note this letter has been sent by recorded delivery, and as such details of the date this letter is received and who by will be kept for further records.
If you suspect them to be fiddling the figures, did you not have in place monitoring s/w to at least calculate your up/dl data to reach the required amount provided for under the tariff you are on?
What users often forget, is that they have to pay for both the upload and download segemtns of transfer, which makes peer-to-perr use a very risky business. 'Connection times' will be na irrelevance, as they only log the data transferred, and as the system is pretty accurate is is very difficult to challenge, which is why you cannot refuse to pay and challenge their figures if you've nothing to challenge them with!
Your letter is hardly conducive to resolving the issue, as all the bluster shows no real understanding of what the issues are. What are Trading Standards to do? The OFT don;t deal with individual complaint, and neither do OFCOM. The only folk you COULD complain to CISAS (the arbitration service) you don't mention them at all.
Check your connected device to see if it holds a 'data transferred' statistics log so see if this will help you, or install your own software to do this and challenge them on thier own terms. Blandly saying it is not correct, wen their billing system is constantly QA checked and verified will not we worth challenging unless you can back up your assertion.
3 Broadband Overcharging me?
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