Cooling off

[SJ67432]

I joined three last Thursday so still within the 14 day cooling off period. After seven days of constant calm, web chats and store visits who can’t sort an issue out, I’m very unhappy so have terminated my contract today in store with the help of an advisor on web chat. I’ve got my PAC Code and have given this to my new provider and have received a text and e mail from three saying what my costs will be to wrap up my less than one week service. It’s saying I will be charged a cancellation fee of £313.98 plus a small charge for the contract deal between the day I signed up and today when I terminated my contract 

Because I’m cancelling my contract within the cooling off period by law I should not be charged a cancellation fee, I should only be charged for the less than a weeks service. The in store advisor today told me to “ignore” the cancellation fee I’ve been given because I’m not liable for that as a brand new customer still in the cooling off period. 
Because of the terrible customer service I’ve received since signing up last week, where I’ve been given no help whatsoever, and repeated wrong and conflicting information on the issue I was trying to solve, I’ve understandably zero faith in anything three “confirms” regarding this cancellation fee. I simply don’t trust customer service or in house staff 

can anyone confirm that I won’t be charged the huge cancellation fee three are listing in both an e mail and text? Because my first DD hasn’t come out yet, I can’t cancel it on my banking app 

[MichaelP]

Hello @SJ67432,

I completely understand your concern over the message that was received regarding cancellation fees.

These notifications are automated and will indicate an amount based on the remaining contract duration, and may be sent even during the cooling-off period - although you wouldn't be expected to pay it.

As you used a PAC, this means the cancellation fees aren't generated until the PAC is used, so the agent who supported you on webchat wouldn't have been able to clear these fees at the time as they did not yet exist on the account.

When cancelling with an agent directly, fees can be cleared at the point of cancellation, but with a PAC they may sometimes need to be cleared manually as they are generated once you switch.

I'd recommend chatting with Customer Services for some reassurance and to check the account.

Any cancellation fees would go into a pending state until a final bill is issued, so you can ask for this to be looked at to see if they exist anywhere🙂

I understand that you wouldn't want this payment to come out of your bank account, so hopefully this is cleared up for you.

Thanks,
Michael

[Clever-Trevor]

This is bad. I would suggest you need confirmation the cancellation fee is removed - I would not advise ignoring it. As this could result on a filing on your credit report. 
raise a support ticket and/ or threaten ( and do if not resolved ) made a case to the ombudsman.