Three are charging me twice on the same phone

[JonGTFC]

Hi, i bought a deal online using Three and that came through but with a new phone number.   I rang Three to move my old number across and the operative told me i had a chance to move to a cheaper deal as i dont need the unlimited data. 
I agreed, they put me on this deal and moved my number across.

Now i realise they have not cancelled the old one and i'm being charged twice every month.  And as i've only realised through them SMS'ing the latest bill im being told im out of the "cooling period" by the not very helpful live chat feature.
How can i get 3 to correct their own mistake without them telling me i have to pay hundreds in cancellation charges?

[PeteG]

The accounts can't be accessed by any of the team from here, this means we can't use the complaint reference number to find anything out. But since you said it was the most recent one, does this mean you had a previous complaint logged separately? The letter you received advising that the refund would not be done, that was the outcome of the complaint? 

The direct debit reference lets us determine if the payment was for a device finance account or a phone line, and it looks like that reference belongs to a phone line. It sounds like perhaps it was an older account that perhaps wasn't cancelled, or was supplied as part of a deal. 

If the complaint has an outcome, and was closed without the resolution of a refund being agreed, it's unlikely the team would change their decision on it without some kind of new information, sadly. 

Pete.

[CarolineMcL]

Hi Pete. Put simply, I joined Three and was given my current number and mobile phone as a contract. When this contract ended, I chose to stay with Three (with the same number and the same phone but on a SIM-only basis). It seems the other unknown number and monthly charge was introduced at this point. That is an error on Three's part - not mine - and I wish to escalate my complaint in order to be refunded for this unknown number and direct debit. I can get legal intervention, but I'd rather settle it simply. I remained with Three on a SIM-only basis and the company made an error by introducing a direct debit for number that is not mine and never had been mine. It is up to the company to refund the customer for its own error. Please advise how to proceed.

[CarolineMcL]

Still awaiting advice on how to escalate this complaint . See details above. 

[JonathanB]

Hi @CarolineMcL,

I'm sorry to hear that your complaint wasn't resolved by the other teams you've been in touch with. We won't be able to take this further directly over the Community as Pete mentioned, but I will send you a PM to get you in touch with some further help with this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[Stefan2]

It too late I still had to pay off the final fee for the “contract” I had , three charged me on the basis that I must’ve made a mistake online clicking new contract instead of upgrade apparently, even tho I never received a second SIM card , I made numerous complaints- to no avail 

all I can say to others is keep an eye on any contract with three , I made the mistake of not keeping an eye on my bank account and unpleasantly discovered being overcharged when going through a mortgage 

[CarolineMcL]

Hi there. This sounds similar to the mistake Three made with myself. No company can legally charge for goods or services that were neither requested nor used, so I am determined to be refunded for this. I'll keep you posted.

[MZone]

Make a complaint here.