Formal Complaint – Unauthorised Third-Party Charges (Weezchat)

[Elkaani]

Dear Three Customer Relations Team,

I am submitting a formal complaint regarding repeated unauthorised third-party charges on my account for a service called Weezchat, which I have never used or agreed to.

I previously contacted Three, and I was assured that this third-party provider had been blocked and that no further charges would appear. However, my November bill once again includes these charges, which proves that the issue was not resolved.

This is extremely frustrating and raises concerns about the security of your billing system and the lack of customer protection. I should not have to repeatedly contact Three to fix a problem that is entirely outside my control.

To resolve this complaint, I request the following:

1. Immediate refund of all unauthorised charges, including those on my November bill.
2. Written confirmation that no further third-party billing will be applied to my account without my explicit consent.
3. An explanation of how these charges were allowed to recur despite previous assurances.

Due to this ongoing issue, I have cancelled my Direct Debit and will only reinstate it once I have written confirmation that my account is secure and this matter is fully resolved.

Please treat this as a formal complaint under your Complaints Code of Practice. If this issue is not fully resolved, I am prepared to escalate the matter to the Communications Ombudsman.

I look forward to your written response within 14 days.

my account number is:

*********

[MichaelP]

Hi again @Elkaani,

Have you made any progress in getting these charges investigated, or do you have an open and ongoing complaint?

Please let me know.

Thanks,
Michael

[MichaelP]

Hello @Elkaani,

I can understand your concern with these third-party charges, especially if you continue to see these on your bills.

As this is a Community forum with no access to accounts, we wouldn't be able to raise a complaint through this platform.

Have you been been able to connect with Customer Services to raise a complaint yet?

This will ensure that these charges are investigated.

I've also censored your account number as this is sensitive info and should be kept safe.

Thanks,
Michael

[Paddiewack]

1) This isn’t customer service so you need to raise a complaint via the form on the homepage as this discussion forum has no access to your account.

2)Cancelling your direct will only give you issues further down the line however annoyed you may be.

3) For security reasons you shouldn’t publish your account number on a public forum.

Until you do number 1 above this is the only response you’ll get.