topic Re: Three are charging me twice on the same phone in Account and services

Three are charging me twice on the same phone

JonGTFC — Fri, 17 May 2024 11:04:25 GMT

Hi, i bought a deal online using Three and that came through but with a new phone number. I rang Three to move my old number across and the operative told me i had a chance to move to a cheaper deal as i dont need the unlimited data.
I agreed, they put me on this deal and moved my number across.

Now i realise they have not cancelled the old one and i'm being charged twice every month. And as i've only realised through them SMS'ing the latest bill im being told im out of the "cooling period" by the not very helpful live chat feature.
How can i get 3 to correct their own mistake without them telling me i have to pay hundreds in cancellation charges?

Re: Three are charging me twice on the same phone

MZone — Fri, 17 May 2024 19:20:39 GMT

Make a complaint here.

Re: Three are charging me twice on the same phone

PeteG — Sat, 18 May 2024 16:48:41 GMT

Hey.

It's not good to hear that's happened to you. It sounds like the team member taking care of it must have made a mistake, or there was a miscommunication.

MZone suggested speaking to the complaints team and that is likely the best option at this point. It will allow the issue to be fully documented and also give the team the chance to sort things out.

Pete.

Re: Three are charging me twice on the same phone

Stefan2 — Wed, 11 Sep 2024 18:43:25 GMT

Good luck , they done this to me for 2 years before I noticed , I had to pay a 150 pound fee for a contract I never even received , cannot wait for my actual contract to end so I can leave three and never look back

Re: Three are charging me twice on the same phone

CarolineMcL — Tue, 12 Nov 2024 17:24:21 GMT

The same thing has happened to me. I've been charged for 2 years for a number that isn't my own - in addition to my own monthly charge. I have spoken to people on the phone and found the language barrier was an issue, so I put it in writing to the Glasgow address. I've had a letter back rejecting my call for a refund. I need this dealt with. Three can confirm no one has used the other number that I've been charged for over the last two years.

Re: Three are charging me twice on the same phone

KateS — Wed, 13 Nov 2024 12:54:12 GMT

Hey @CarolineMcL,

I'm sorry to hear this.

You've mentioned being charged for a number that isn't your own - do you have any knowledge of who this number is for? Have you ever used the account in question?

Thanks,
Kate

Re: Three are charging me twice on the same phone

Stefan2 — Wed, 13 Nov 2024 14:38:18 GMT

It too late I still had to pay off the final fee for the “contract” I had , three charged me on the basis that I must’ve made a mistake online clicking new contract instead of upgrade apparently, even tho I never received a second SIM card , I made numerous complaints- to no avail

all I can say to others is keep an eye on any contract with three , I made the mistake of not keeping an eye on my bank account and unpleasantly discovered being overcharged when going through a mortgage

Re: Three are charging me twice on the same phone

CarolineMcL — Wed, 13 Nov 2024 20:23:56 GMT

Thanks for the reply Kate. I have had the same number for all the years I've been with Three. I simply moved from then of my phone contract to SIM only (for the same phone). And a recent review of my direct debits revealed this second monthly charge for a number I've never had in my life. And the people in the contact centre confirmed this unknown number has had "no activity".

Re: Three are charging me twice on the same phone

KateS — Thu, 14 Nov 2024 14:14:50 GMT

Thanks for confirming, Caroline.

Are you able to view the additional charge when you download your full bill breakdown online?

Could you provide me with the Direct Debit reference if there is one, please?

Also - do you have an active complaint registered on the account?

Thanks,
Kate

Re: Three are charging me twice on the same phone

CarolineMcL — Fri, 15 Nov 2024 11:23:35 GMT

Hi Kate. My most recent complaint ref is 241031102857388.

I have only ever had a bill for my own phone and own number - both of which I've had for years with Three. However, I can give you a direct debit ref for the unknown number. Thanks again for your help. DD ref = 984292204001

Re: Three are charging me twice on the same phone

PeteG — Mon, 18 Nov 2024 15:26:23 GMT

The accounts can't be accessed by any of the team from here, this means we can't use the complaint reference number to find anything out. But since you said it was the most recent one, does this mean you had a previous complaint logged separately? The letter you received advising that the refund would not be done, that was the outcome of the complaint?

The direct debit reference lets us determine if the payment was for a device finance account or a phone line, and it looks like that reference belongs to a phone line. It sounds like perhaps it was an older account that perhaps wasn't cancelled, or was supplied as part of a deal.

If the complaint has an outcome, and was closed without the resolution of a refund being agreed, it's unlikely the team would change their decision on it without some kind of new information, sadly.

Pete.

Re: Three are charging me twice on the same phone

CarolineMcL — Mon, 18 Nov 2024 15:38:41 GMT

Hi Pete. Put simply, I joined Three and was given my current number and mobile phone as a contract. When this contract ended, I chose to stay with Three (with the same number and the same phone but on a SIM-only basis). It seems the other unknown number and monthly charge was introduced at this point. That is an error on Three's part - not mine - and I wish to escalate my complaint in order to be refunded for this unknown number and direct debit. I can get legal intervention, but I'd rather settle it simply. I remained with Three on a SIM-only basis and the company made an error by introducing a direct debit for number that is not mine and never had been mine. It is up to the company to refund the customer for its own error. Please advise how to proceed.

Re: Three are charging me twice on the same phone

CarolineMcL — Mon, 18 Nov 2024 15:40:40 GMT

Hi there. This sounds similar to the mistake Three made with myself. No company can legally charge for goods or services that were neither requested nor used, so I am determined to be refunded for this. I'll keep you posted.

Re: Three are charging me twice on the same phone

CarolineMcL — Thu, 21 Nov 2024 13:02:15 GMT

Still awaiting advice on how to escalate this complaint . See details above.

Re: Three are charging me twice on the same phone

JonathanB — Thu, 21 Nov 2024 15:56:37 GMT

Hi @CarolineMcL,

I'm sorry to hear that your complaint wasn't resolved by the other teams you've been in touch with. We won't be able to take this further directly over the Community as Pete mentioned, but I will send you a PM to get you in touch with some further help with this.

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

Re: Three are charging me twice on the same phone

Nothappy — Thu, 28 Nov 2024 13:42:44 GMT

I have the same issue as Caroline - Three has missold simple as day and night, We went for an upgrade from a sim-only plan to an iPhone, and Three told us we would keep the same number and that we would just get a new sim for the existing number, the day the phone arrived the sim card didn't work so we had to call them on 2 separate occasions in which they sent new sim cards again none of them worked, They then told us to go into a store to make it work - the store advised us that they do not have access to the systems that the online team have so had us sit down and then call the online team, They have been charging me and my wife for an additional sim card for 13 months, We asked the complaints team to investigate this they took a few days and told us that they can cancel the additional contract free of charge and offer three months refund from what they took from us! I am amazed by the ghoul of not only this representative but her superior, I honestly lost it at that point! They are so nonchalant when it comes to robbing people! Unreal, I will cancel all my contracts with them going forward and go elsewhere.

I would speak to the Communications Ombudsman and have this complaint go to them for review Three are incapable of handling their mess in-house or put a fair process to clean it up - Which lets face it this post serves as a reference for...

Re: Three are charging me twice on the same phone

PeteG — Fri, 29 Nov 2024 12:06:38 GMT

Hello there.

It's disappointing to hear you were unable to reach a satisfactory resolution with the escalation team. I can understand how frustrating that would be.

While taking the complaint further to the Ombudsman is never ideal, it does provide a fresh perspective on the issue, and hopefully you'll have an answer to that soon.

Pete.