Dear Three Customer Service,
I am writing to formally lodge a complaint regarding serious issues with my contract, billing, and service experience with Three.
On 26 February 2025, I purchased a HomePod device at your Nottingham store. The store staff assured me that I would have a cooling-off period of one month, during which I could cancel the contract and receive a full refund. I was also given a new SIM card and asked to sign on an iPad without being shown any contract details. Furthermore, the staff entered my email address incorrectly as my name, which resulted in me never receiving the electronic contract and being unable to register for a Three account.
Upon returning home and trying the device, I discovered that it already contained a used SIM card, which I had not been informed about. I assumed it was an old, inactive card left by a previous customer. However, on 14 March, £40.93 was debited from my HSBC account.
On 25 March, still within the one-month cooling-off period, I returned to the store with the device and both SIM cards, requesting to cancel the contract and receive a refund. I was then told by the staff that I had been given two SIM cards, one of which (ending in 0052) would be refunded, but the other (ending in 0388) had only a 14-day cooling-off period, which had allegedly expired. I was shocked, as I had not been properly informed about this at the time of signing.
Following this, I contacted Three’s online customer service multiple times, and was eventually told that the SIM card ending in 0388 had been cancelled free of charge, and that I should wait for the final bill, which would include a full refund.
However, in early April, I received a message stating that £16.76 would be charged on 14 April. I again contacted customer service and was told once more to wait for the final bill and that all charges would be refunded. Then, on 24 April, I received a message stating I would be charged a cancellation fee of £450.79, and on 6 May, I was informed that the final bill for account number 1********* was £432.45.
I am completely at a loss as to why I am being charged such a large amount, despite being promised by customer service that all charges would be refunded. I have kept detailed chat transcripts of every conversation with your customer service team, which I can provide as evidence.
Therefore, I formally request the following:
-
A full review and recalculation of my account charges.
-
An immediate refund of the £40.93 and £16.76 which were incorrectly charged during the cooling-off period, when I had already requested cancellation.
I hope this matter can be resolved professionally and swiftly.
Yours sincerely,
