Charged Additional amount

[Amila]

I took out a SIM + phone contract with Three in December 2021, which was a two-year agreement. I set up a direct debit for the payments, and the contract ended in November 2023. I decided to switch to a SIM-only plan and visited the Cannock store, where a SIM-only contract was set up for me. I also received the contract documents via email.

In May 2024, I noticed that I was still being charged for the original SIM + phone contract. I raised three or four complaints to request a refund, and I was informed that it was a system issue and that I would be refunded. However, every time I complained, my case was closed without any refund.

In October 2024, I was told that to resolve the issue, I would need to provide consent to end the old contract and switch to a new one. I agreed to this, but despite doing so, I am now being refused a refund for the overcharged amount.

I would appreciate any advice on how to resolve this matter. Thank you.

[Maxine]

Hey Amila,

We can totally understand that unexpected charges aren't ideal. When you'd opened the complaint with us, was there any resolution to this? If we were to close the complaint without resolution, we'd give information on how you can take this up with the Ombudsman. We have a dedicated page for Customer Complaint Code which you can find out all the information on how we deal with our complaints. 

Maxine