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.
