Fraud

[Kmis]

My contract for the phone and sim finished in July 2024, at the time I missed the email and was assuming my contract is expiring in July 2025. When I went to three they told me my contract expired but they were still charging me £79 from July till April. Where as they should have only charged me £14 for the sim after July. They said I need to file a complaint with customer service. Called customer service for a refund of my money which is more than £500 to £700 but no use. This is definitely fraud and three has no answers.

[JonathanB]

Hi @Kmis,

I'm sorry to hear that you feel you've paid more than you should for a plan. The contract minimum terms are usually set out clearly when the agreement is established, and when these elapse plans roll over at the same rates. As you've mentioned we do send out reminders too. I don't think it's a given that you should be automatically moved to £14 per month, I assume this is a price you've discussed for continuing on SIM only?

We have launched Three Your Way plans in the meantime, so if you do renew or take a new device plan these days, the device and airtime are separate, so you wouldn't be in this position on a current Three plan, but there's still an element of responsibility to managing your account. I don't think that fraud would be an appropriate description of the situation you've posted about.

This can be subjective, so I can totally appreciate that you want to discuss the situation with customer services, but it's unlikely that we'd refund everything you've paid in almost a year if there's no proof that you have been actively misled about how much you're supposed to pay.

Thanks,
Jonathan

[Paddiewack]

Fraud is a strong and emotive word and I don’t for a moment think it’s applicable to your situation. Firstly you “missed the email”; your fault. Secondly you “assumed “; I was always taught never to assume. Not withstanding all of that the route to making a complaint as you’ve apparently been advised to do is via the Three homepage and I wish you well. 

[Lloydm909]

Do three pay you well to go against people calling out the fraud? They are a disgusting company charging people for phones the already own after the contract term.

Preying on the fact people forget to call them the second a contract ends.

[Paddiewack]

Stop talking twonk and grow up.