three mobile xxxxxxxx me into another contract 24 months

[kitttenjane1234]

My old mobile was robbed off me about 3 months ago, and I walked into a three store to enquire about a smartphone, wanted unlimited internet to go with ihpone, and was advised I could only get that by a contract! I explictly asked to keep my old numbers, that guy told me that there is a way and didn't explictly told me anything about he was going to ask me to swap sim card!

 

I only found out later when I spoke with 333, that I could have added £3 per month to my old contract to get unlimited internet, and £5 to one plan which I got more voice minutes, and can also use the iphone as a modem!

 

I came to speak with the manager about the issue, and he simply was very rude and told me that I wouldn't be able to do anything relating to this because I signed the contract! "You have taken a contract with nothing, there is nothing we can do", "can't you see I am dealing with other customers"... etc.

 

Let's do the maths,

My cost should actually have been

£25/m*18m+£499=£949

Now my mobile cost is actually

£20*18+35*24+£99(you need to pay for £99 extra for an iphone) = £1299

I am £350 worse off.

 

I propose to pay one month's bill £35 and £400 to cancel the contract, and then opt to purchase £5 add on to my old mobile account, and upgrade it to an one-plan, which still makes me £35 worse off had I been given all the information!

 

Blank refusal.

Their customer service team in India do not speak English! They say "you asked for a contract, they gave you a contract" I never asked for one! I asked for using unlimited internet! I enquired about transferring my contract to a third party, they said "you requested a transfer" I said I just "enquired"! You can't possibly reason with them!

 

Talking with customer direct, they broke one act - mispresentation act 1967, one regulation - customer protection from unfair trading regulation 2008 under misleading! Yet they are so assertive, so rude, and would treat me like rubbish!

 

I emailed the executive office and got an automatic reply. After numerous attempts with 333, finally three decided to put my case through to a senior manager, he promised that he would call me back in 24 hours; they never got back on time ....

I had to make a great effort to get them forwarded my case to customer complaints team!

 

I feel three mobile has ruined my Christmas. Do you guys have any ideas what I should do?

 

I am thinking just cancelling my direct and mail them back the phones!

Edited December 24, 2011 by kitttenjane1234

[2Grumpy]

Don't just cancel the direct debit - that will cause you even more problems

 

This sounds like a new contract so there might be some way of sorting this

 

Sounds like the call centre is not the way to go, might be a letter to the shop (hand delivered?) - you might have some kind of cooling off period

 

Despite what the call centre said, you went into the shop to ask for advice about replacing your stolen phone & came out with a new contract that was not the best for you.

 

An Orange shop did the same with my son.

 

You might find the email address of someone high up in 3 if you search

 

Meanwhile, wait for more advice about how to proceed, but meanwhile look at the terms & conditions about cancelling the contract in the first few days.

[rebel11]

Hi kittten

 

Write a Formal Letter of Complaint mark it as such. Explain whats happened, how they have let you down and what you want them to do.

Send it to:-

 

David Dyson, Chief Executive

[email protected]

 

Some tips :- http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

[kitttenjane1234]

Don't just cancel the direct debit - that will cause you even more problems

 

This sounds like a new contract so there might be some way of sorting this

 

Sounds like the call centre is not the way to go, might be a letter to the shop (hand delivered?) - you might have some kind of cooling off period

 

Despite what the call centre said, you went into the shop to ask for advice about replacing your stolen phone & came out with a new contract that was not the best for you.

 

An Orange shop did the same with my son.

 

You might find the email address of someone high up in 3 if you search

 

Meanwhile, wait for more advice about how to proceed, but meanwhile look at the terms & conditions about cancelling the contract in the first few days.

 

Hiya,

 

Thanks for the advice, I have decided to wait and see what their customer service team say. Emailed this Mr. Dyson as suggested, don't think he will ever get back to me. He has got the job as CEO this year, and with a focus of customer experience, but it seems three is still OFCOM's top complaint list.

 

I think I might have to go to court to release myself out of the contract, but that should be the last resort with them.

 

Unfortunately there is no cooling off period now, it is just 7 days exchange, not even return policy you see. Next time when getting a mobile, I would seriously think of getting it online, then I would have cancelled under distance selling act.

 

Hope you had a nice Christmas

 

Kittenjane

[kitttenjane1234]

Hi rebel11,

 

Thanks for the advice, I wrote an email and sent it to him, don't think I will ever hear back from him! Just hope my case gets resolved. I am prepared to wait for a while and see what the customer service team say. If nothing has been solved, I will have to take them to court. Seriously I don't need another mobile contract!

 

Hope you had a nice Christmas.

 

Kittenjane

[rebel11]

Hi kittten

 

Lets wait and see, too early to say that.