Over charged twice for the same service

[AndyFiore]

How many other people have been charged twice for the same account by not cancelling their old one?

Don’t you think that this is an obvious case for the ombudsman and should have been stopped years ago?

Apparently, a lot of companies do it as a matter of course!

[Maxine]

Hey AndyFiore,

We can understand unexpected charges aren't great! Can you let us know a little more please?

Did you upgrade you account but, are still paying your old plan price?

Maxine

[AndyFiore]

Hi Maxine,

Yes - apparently I started a new contract (which was mis-sold to me online anyway as my original contract just kept going) and assumed that the old contract would be terminated as it wasn’t being used any more.

I have since found out that a number of companies con us (in my opinion) out of repeating charges for services that we thought we have cancelled and not just mobile providers either!

Andy

[JonathanB]

Hi Andy,

Thanks for getting back to us on this. Just to clarify so you took the new plan on our website, so this wasn't sold to you by a sales assistant over the phone or on a webchat? And you're absolutely certain this was the same number on both?

It shouldn't be possible for two airtime plans to have the same phone number and be active at the same time, and if you've followed an online route to upgrade then this doesn't open a new account, it does replace the old plan, so there's a couple of things that don't sound quite right here.

Are you sure you haven't taken out a 2nd phone number here? What you're describing doesn't match how our billing systems operate.

Thanks,
Jonathan

[AndyFiore]

Hi Jonathan,

First up what I remember is being 'reminded' by your constant emails that my contract was coming to an end and 'here are your options'. I took the cheapest one I expect, although this is going back years and my memory of it isn't totally clear. I only have one number so it must have been the same and the bill is to my bank account.

You are the people with the data proof as to the circumstances. I have two different DDRs:
the original is a DDR to H3G ref: 9*** for £5.00 (which I want to keep)
the extra one is a DDR to H3G ref: 9*** for £7.98 which goes back to 17/05/2021, which I have already cancelled with reminders from you that I will lose my discount
for direct payments.

So, something is definitely not right here. The second DDR is the one to track if you would please?

Regards,

Andy Fiore

[JonathanB]

Hi Andy,

I've taken out the Direct Debit references, as it's best not to have info that can link to your account in public forum posts.

That does confirm that there's 2 different Three accounts involved though. The first 9 digits of the reference should be the "financial account ID" if customer services were having trouble finding this 2nd account? I can't trace customer payment info as we're discussing this in public forum though.

I do expect that this info should help confirm that you have taken a 2nd account at some point, although this may not have been your intention. When you speak to our teams over the phone or chat who can discuss account specifics, they should be able to confirm this by looking up the financial account IDs.

Thanks,
Jonathan

[Paddiewack]

If you read the Ts and Cs it clearly says that at the end of your contract your service will continue as is on a month by month basis. This (as far as I’m aware) is the same for all airtime providers so while there may be an element of misunderstanding (on either side🤷‍♂️?) I don’t personally consider this to be mis-selling. A word to the wise;never assume. It’s usually there in black and white if people bother to read the small print. 

[AndyFiore]

But then how do you excuse the fact that the same mobile number has been charged twice - something that three must have been aware of!

Ts & Cs aren’t sufficient by themselves. As you say, “if we can be bothered to read them”. But who wades through all that technical stuff before clicking the button that is made super-available to them - and without any options either!

[Paddiewack]

I don’t (on face value) excuse double charging which obviously needs looking into if that be the case. And on your second point I do! I always do; that’s right as boring as it is I ALWAYS read the small print. 

[AndyFiore]

Yes - I read the Ts & Cs the first time but that was years ago and I wouldn't have paid much attention to the renewing bit at the time as it was a first contract with them.