topic I can’t cancel my contract in Account and services

I can’t cancel my contract

Jen_73 — Mon, 17 Jul 2023 10:09:05 GMT

Hiya

I have called 3 about cancelling my contract and they asked me some security questions and I answered them but they asked me for my post code and I gave them the post code I currently am. But, they said it was wrong. I was very confused because the 3G letters for my bill have been delivered to the right post code but somehow it is not the right post code when the worker asked for security reasons. They also said that I needed the right post code to be able to cancel my contract and get a PAC code. I’m very confused did they mean the post code that I first used when I first registered with three?

Re: I can’t cancel my contract

Geluk — Mon, 17 Jul 2023 10:52:53 GMT

Look up your invoices when you log in; check post code on those.

Re: I can’t cancel my contract

JonathanB — Tue, 18 Jul 2023 09:33:04 GMT

Hey @Jen_73,

Your post code/address should be all synced up on the account to be the same whether we're sending you a letter, or passing security, so that does sound really odd.

In terms of requesting a PAC, you can find out how to get a PAC by text here. However, I'd recommend we have a closer look into why these details don't seem to have been matching up on the previous call. I'll send you a PM to get you in touch with some colleagues that can look into this further.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan