Contract Cancelled Still being Charged

[DRiley]

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!

[Matey]

My father has had the similar situation we tried twice by phone and once using the Three chat service to cancel my contract. Every time we call they claim we need to speak to a different department, on one occasion I got transferred six times. Now 12 months past they still haven't cancelled it and are still taking money. I knew he shouldn't have signed up with three again because they did the same in 2019 on his previous phone! It's now my belief that the staff are not cancelling, because they have head office targets to meet & therefore don't want to cancel as it impacts their job. I am now writing to the Communications Ombudsman & FCA, because I have no faith in the company at all & advised family members to leave three as soon as possible & ensure they get confirmation in writing. 

I have read so many similar cases online about these appalling practices & them not cancelling contracts. THREE have even made their calls & chat logs exempt from 'Subject access requests' which further proves to me, that they have done so to hide information & cancellation requests. I have also asked a colleague to look into whether he can make a formal complaint against their financial officers to the Disclosure & barring service, as they are in Notifiable occupations & in my opinion are clearly & deliberately ignoring cancellation requests & keep taking money from accounts.

My point is, it's not you, it's THREE.

[DRiley]

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]

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]

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]

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]

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