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Contract Cancelled Still being Charged

DRiley
Fledgling

I cancelled my contracts back in October 2023 - one was for a phone contract, the other for a tablet. I have recently noticed that Three have still been taking money for the tablet contract despite me cancelling, I attempted to call customer service to find out what was happening and was told all systems were down and someone would call me back, which never happened. I therefore cancelled my direct debit and have since had Three chasing me for money, I explained to the last advisor on Friday 21st June, that I requested all contracts be cancelled and they weren't, he then tried to get more money out of me to cancel the contract! I asked for this issue to be escalated, was told there was nobody available and they would call me back between 10 - 12am on Monday 24th, that never happened and instead they tried calling at 5pm, when I was unavailable!

I am not paying anymore money to cancel a contract that should already be cancelled! If anyone can give advice on how to move forward with this and solve this issue as I am fed up with dealing with the poor customer service, lack of response and them not doing what they are asked to do - i.e. cancel contracts or call at a pre-agreed time!! Pretty much all the reasons why I left Three in the first place!

 

 

5 REPLIES 5
DRiley
Fledgling

Wow, great to see you took the time out to respond to me - the OP?!!

Jokers! I received yet another bill this month for a cancelled contract! Ridiculous customer service.

MichaelP
Community Support Team
Community Support Team

Hello @DRiley,

Apologies that your original query wasn't picked up.

Were you able to log a complaint regarding this, to ensure further investigation?

You can do so via our online Complaints page. 

Thanks,
Michael

Sam-later
Fledgling

They are ripping us off. Easy to upgrade but not down grade. They still charging me for a phone I have paid for!! I can’t believe they get away with this? I am preparing myself for the mammoth phone call I have to endure again 😱 but no more 3 4 me

MichaelP
Community Support Team
Community Support Team

Hello @Sam-later.,

Thanks for your message.

Regarding the phone, was this for a standalone device plan, or was it an older-style contract where the device and airtime costs were in one overall monthly price?

To clarify, if the minimum term ends on an older-style contract, the plan will continue running on a rolling monthly basis until cancelled or upgraded.

We'd appreciate any extra info you can share.

Thanks,
Michael

MZone
Maestro

It might be worth your time raising a complaint via this page https://bit.ly/3RaqpvS