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3 refusing to accept cancellation of mobile BB


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I had a broadband dongle with 3 for £7.50 for about 18 months decided that I really didn't use it anymore so phoned up their cancellation line on May the 3rd. to cancel, giving 30 days notice. I was on hold for about 5 minutes, then got through and said I wanted to cancel, first the guy tried to get me to go anything but, when he realised that all I wanted to do was cancel he said that he had to put me on hold to sort something out. He was away for a good 5 minutes then someone from sales picked up my call. they said that the call must have been misrouted and that they couldn't deal with it and I would have to phone the other number back. I said that I thought that this was just a ploy and refused to phone back citing that I had already given the cancellation notice and hung up. I canceled my DD and sent them a cheque for the £7.50 for the next 30 days also informing them that I had canceled.

I then got a bill a month later for my continued contract but this time they have now mysteriously upped my £7.50 a month to £11.50, so now I had a bill for £19.00. I wrote back on June 20Th again stating that I had canceled and would not be paying the bill. i then got a call on June 23rd. from a lady saying that I had to call the cancellation number and my contract was still active. I told her where to go and hung up. I then received a letter from customer services saying that they were really sorry that I hadn't been able to cancel my contract because I needed to give 30 days notice and had to phone a special number. I sent a recorded letter back on the 30Th of June again saying that I wouldn't be paying the bill as I had canceled on the 3rd. of May (something they agree on, but they say the cancellation wasn't completed). I have today received a bill for this month and the total has gone up to £30. this is doing my head in, and I know where it is heading. My wife had the same problem with Orange about 5 years ago and her bill racked up to over £100 with threats from debt collection agencies. Eventually they realised she wasn't going to pay and put a marker against her credit rating for the unpaid debt and she hasn't been able to get credit since.

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Familiar story. Personally I'd pay them 1st of all (keep your credit file clean), then SAR them (including £10 fee via postal order) and asking for recordings or transcripts of all calls and notes on any computer systems including descriptions of any codes. Then follow their complaint procedure outlined in their "Code of practice"

 

Making a complaint:

We take any complaint you might make seriously and aim to respond to within five working days. If you have a concern, please contact Customer Services on 0843 373 3333 (calls charged at your national rate) or call 333 from your handset (free) and we’ll do our very best to resolve the matter to your satisfaction.

 

 

Taking a complaint further:

 

In the unlikely event that we don't fully resolve your complaint or haven't responded to you in 8 weeks, you can contact Otelo for help and advice. Otelo is the telecommunications ombudsman– that is to say, it's an independent body that's been approved by Ofcom to resolve disputes between customers and providers.

Otelo may refer the compliant back to us if we haven't been given sufficient opportunity to resolve the matter or the complaint falls outside of the body’s remit. If Otelo accepts a case for investigation, like all providers we agree to be bound by the decision it makes.

You can write, send an email or call Otelo.

 

 

Otelo

PO Box 730

WARRINGTON

WA4 6WU

 

Email: [email protected]

Tel: 0845 050 1614

 

I'd personally also backup any complaint by writing to them at their registered address

 

HUTCHISON 3G UK LIMITED

STAR HOUSE 20

GRENFELL ROAD

MAIDENHEAD

BERKSHIRE

SL6 1EH

 

In your letter include your full name and address, account number, and full details of your complaint, ask them to cancel your account as they should have and refund any extra money paid or send you a DEADLOCK letter so you can further the complaint to the courts or Otelo. If you still get no joy after that come back to this thread and we'll discuss the options :)

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If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

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