Aatish

[Aatish]

Hi, Is there any one who can help me?

I would like to bring to your attention some ongoing issues I have been experiencing with my current contract of my smartwatch pairing. It has been 17 months since I initiated the agreement, with just 7 months remaining. I have three contracts associated with my SIM plan, the Apple Watch Ultra 2, and the smartwatch pairing. 

While I have received the SIM card and the Apple Watch, I have not yet acquired the smartwatch pairing service. Initially, I was informed that there was no contract for the pairing service; however, I have been consistently charged for it via direct debit. This discrepancy raises concerns about the validity of the charges.

Additionally, I recently discovered that two new numbers have been assigned to my account that I was unaware of. I requested the cancellation of these numbers, but I have been informed that I must either continue to pay for them or wait until the end of the contract period. 
Due to these mistakes, I am facing unnecessary financial burdens without receiving the services I expected. I am disappointed with the lack of support and resolution from your team regarding these issues. I believe this situation is unacceptable and reflects poorly on the service provided. 

Thank you

[Maxine · Accepted solution]

Hey Aatish,

That's really disappointing to hear you've had this experience with both your smartwatch pairing and cancelling the additional accounts.

@Anonymous is right though this is definitely something that our Complaints Team would need to look into for you, and have fully investigated to get this sorted. We want to make sure we get to the right resolution with you on this.

Maxine

[Aatish]

Hi, thank you for your response. Unfortunately, both the chat support and customer service have not been helpful. In the end, I requested to cancel my contract, but they insisted that I must complete it, even though I haven’t been using any services. They kept stating that since I have a contract, I would have to pay the full amount, including a cancellation fee, if I chose to cancel. It doesn't make sense for me to keep the contract, especially since the smartwatch is paired with a different SIM number that I don’t know, while my number is different.

[Anonymous]

There is an option to fill out a complaint form:

https://www.three.co.uk/support/complaints/complaints-form

[Aatish]

Thanks! I’ve already filled out the complaint form.