Overpayment

[Tee1]

Hello. I signed a device plan contract last year with three - £103. My contract ended, July 2025. Three continued to bill me for a further 3 MONTHS - because they never told me to cancel it. My question is why would it not automatically be cancelled? Who wants to keep paying for a phone that is paid off. £322. When i called they told me, the only way to stop cancel the contract & stop being billed  is if i make the “overdue” £322 payment. They said I would be refunded automatically. I still have not received the refund or any confirmation it will be refunded despite all the emails and calls I’ve sent. They keep sending me to a loyalty penalty claim - which is a third company. Why aren’t three handling it directly?? Why is there no complaints team to directly contact. This is unprofessional and theft! Where is my money! 

[PeteG]

Hello there.

I don't believe a refund would normally be provided for the amount paid after a contract ends on the older plans. When the minimum term is reached, the plan needs to be changed or cancelled, and that's part of the terms. I'm also unsure why the advice would be to pay it to then get it refunded, if for some reason the decision had been made that you didn't have to pay for those months, there would be no need to pay the £322. Has any other information been given to you? 

Pete.