Continuous Direct debit when contract has ended

[funkekaliu]

Three continues to debit me despite my contract for an iPad coming to an end in June 2024. I went into their store to inform them that my contract had ended, and I took a SIM-only contract in 2024.  However, Three failed to end the contract on their system but continued to debit me until March 2025, when I cancelled the direct debit. At this time, Three has collected £443.16 from me for a contract that has ended. They sent me a due bill of £49 on a contract that ended in June 2024!.

I have spoken to at least 4 people from Three, but they have not been able to offer any solution on how to send my refunds to me.

Issues that I want Three to address urgently are as below:

1.Why is there no system in place to ensure all ending contract owners are contacted to ensure if there is no continuation that the contract is cancelled?

2. Why does three have no procedures in place to refund their customers that have been wrongly debited?

3. Is this a deliberated attempt by three to rip their customers off?

I want Three to immediately refund me my £443.16, and also compensate me for the distress they have caused.

[JonathanB]

Hi @funkekaliu,

I'm sorry to hear that your contract has ran for longer than you intended.

We do send out end of contract notifications, and annual reminders of best available tariffs to customers who have ran past the end of their minimum term. Perhaps your account in question didn't have a correct or up to date email set, assuming your certain you've never received these communications?

Your agreement is for access to the network and, in the case of an iPad, a data SIM, so we wouldn't necessarily agree that you have been wrongfully debited in this situation. Three stores can't cancel plans on your behalf, and we'd need to refer to available evidence on your account notes if considering backdating a cancellation. If the store had upgraded the same line to a SIM only, then this would have replaced the iPad plan.

I can appreciate where you're coming from and that you feel that you shouldn't have continued to pay for the line, but I don't think we're going to agree on that point. If this wasn't already sorted out, then you can arrange a cancellation with customer services. They're best placed to discuss this further with you, as we can't review your account notes or discuss these with you when responding on the Community.

Thanks,
Jonathan

[Paddiewack]

Without answering your questions directly which I’ll leave to the team,as a fellow customer I have to ask. How on earth didn’t you notice the money leaving your account? I know that’s not your point and I absolutely appreciate your frustration and just to your point 3 it’s obviously a no.