topic Re: Cancelling contract within minimum term confusion in Account and services

Cancelling contract within minimum term confusion

MS033 — Mon, 18 Nov 2024 15:10:40 GMT

I recently called an advisor to cancel my airtime contract, this includes deleting the number as a whole as I do not use it. I have a device loan that is currently running but I checked the website and saw that as that is a separate agreement, I can cancel the airtime and pay the device loan off monthly or whenever I want to pay it in full I can. However I was slightly confused when I rang the advisor as he said the contract will be cancelled in 30 days and I will receive a confirmation of this by email. I called today but haven’t received any email so im kinda confused. I am awaiting to see the final bill which he said will leave my account via direct debit on the 9th of January, which is awfully far away! I am kind of confused what’s going on to be honest.

Re: Cancelling contract within minimum term confusion

JadeF — Tue, 19 Nov 2024 15:43:50 GMT

Hey there.

Sorry to hear that you've chosen to cancel your airtime account with us and the confusion this process has caused you.

Once you've submitted a request for your plan to be cancelled, you will receive a confirmation by text message. Any usage of your Three service while your account is still active will be included in your final bill. Your account with Three is closed when your 30-day notice period comes to an end.

Once your account is closed, you will be sent a final bill. This bill will tell you when your account was closed and the date your final balance is due. You will receive your final bill within 38 days of your account closing. This is why the date given sounds quite far away.

Hope this clears it up for you.

Jade.

Re: Cancelling contract within minimum term confusion

MS033 — Thu, 05 Dec 2024 20:27:33 GMT

How do I receive my final bill I'm confused, is it by email or post?

Re: Cancelling contract within minimum term confusion

PeteG — Fri, 06 Dec 2024 17:06:39 GMT

Hello.

The final invoices are sent out by email in most cases. If the account was configured not to have emails sent out for some reason, you would get it by post instead.

Pete.

Re: Cancelling contract within minimum term confusion

MS033 — Fri, 06 Dec 2024 23:32:39 GMT

And how is the payment taken? By my direct debit that is set up already?

Re: Cancelling contract within minimum term confusion

PeteG — Sat, 07 Dec 2024 17:05:55 GMT

If the direct debit is still set up, it would be done through that. If the direct debit is no longer active, the bill will specify that you need to make the payment by a certain date.

Pete.