Subject: Formal Complaint – Ongoing Charges for Cancelled SIM Card
Dear Three Customer Support Team,
I am writing to formally complain about an issue regarding a SIM card that I was assured had been cancelled but is still being charged to my account.
When I first joined Three, I took out a device subscription along with a SIM-only contract. At the time, there was an offer which allowed me to add a second SIM for the same price (half price under the promotion). I accepted this offer and gave the second SIM to my brother. I signed the contract and everything was set up correctly.
Some time later, my brother lost his phone and SIM card and subsequently joined another network. When my own device contract came to an end, I visited a Three store in person to cancel both my device subscription and my brother’s SIM card. I was clearly informed by staff at the store that everything had been sorted and that both the device contract and the additional SIM card had been cancelled.
This happened almost two years ago.
Recently, after reviewing my bank statements, I noticed that I have continued to be charged every month for two SIM cards — my own active SIM and the second SIM that was supposed to have been cancelled at that time. This is extremely frustrating and disappointing, especially as I relied on the confirmation given to me by your staff.
I am requesting the following:
1. Immediate cancellation of the second SIM card linked to my account.
2. A full investigation into why this SIM was not cancelled as promised.
3. A refund for all charges taken for the cancelled SIM card since the date I was informed it had been terminated.
I believe this situation is completely unfair and avoidable, and I expect it to be resolved promptly. Please confirm in writing once this issue has been investigated and corrected.
I look forward to your response and a satisfactory resolution.
Kind regards,
Andreea
07*********
