Three scam? Add-ons never cancel

[skc2025]

I want to raise awareness of serious issues I’ve had with Three over the past 5 years.

• I had 2x add-ons in June. I cancelled them in July, yet was still charged in both August and September for them (extra £40 per month)

• I cancelled through the app in July (didn’t work), by phone (didn’t work), and via live chat (cut off three times).

• I also called customer support twice today, was put on hold, and then disconnected both times. No help was given.
  
  

• To make matters worse, this same add-on fiasco happened across 3 years (2020-2023) wherein I couldn't cancel any add-ons and was being charged £40 extra per month and could do nothing about it.

In short, this is not the first time I’ve experienced cancelled add-ons continuing to be billed.. and then being told by customer service agents “you never cancelled your add-ons.”

I am requesting from Three:

1. Both add-ons to be cancelled immediately, with written confirmation.

2. A full refund for the August and September add-on charges.

3. My account to be closed, as I no longer wish to deal with this company. It's been years of this scammy behaviour.

This has been the worst customer service I’ve ever received, and I feel others in the community should be aware.

[JonathanB]

Hi @skc2025,

Did you give the team another try as Pete suggested? Please let us know if this was resolved or if you still need any help sorting this out.

Thanks,
Jonathan

[PeteG]

Hello, skc2025.

Welcome to Three Community. 

It's disappointing to hear your addon continued after you had attempted to stop it. I'm not sure what would have caused that. 

To make your requests, you'd need to speak to the Support Team directly. No one here is able to access your account in order to look into it. There's the livechat option there, or you can use the contact phone number for calling the team. 

Fingers crossed the team can figure out what's going on and resolve the matter for you. 

Pete.