Hi there,
I understand the stress that such a high charge is causing you. We can't check your account details from here, but was an explanation give to you on how these charges built up?
Is the increase from £14 to £25 occurring every month, and did this immediately increase between the two amounts, or was there gradual increases? The reason I ask is that April price increases take place each year.
If you find that the increase to £25 was a one-off, I'd recommend downloading your bills via My3 and checking the itemised breakdown to see what happened.
The Ombudsman would be the next best step if your complaint outcome isn't satisfactory.
If you’ve only got 1 number with us, you can get your PAC by texting PAC and your date of birth (DDMMYY) to 65075.
Other options to obtain your PAC:
My3
- Log into My3
- Select Plan
- Scroll down to Leave Three, then click Get a PAC or STAC code
Your PAC and its expiry date will then be shown immediately. And if you’re leaving before your contract end date, your early termination fee will also be shown.
Three app
- Log into the Three app
- Tap Account
- Tap Help
- Tap Leave Three
- Follow the on-screen instructions to get your PAC
Alternatively, you can chat with Customer Services, who will arrange for a PAC to be sent to via text and email.
Thanks,
Michael
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