Upgrade was cancelled yet being charged

[Shivens36]

Hello I want to share my frustration regarding the device and upgrade plan which I took but cancelled it out from the Three Lewisham store. The store official told me that if I want to cancel the upgrade I don’t need to accept the delivery of the device from the store and the phone will be returned back and the upgrade will be cancelled. However it has been more than 1 month and 2 weeks now I am still being charged. I have raised multiple complaints with the device finance complaints department but I have received no response whenever I call the customer support team I am just been told I will receive a call back but to my surprise been more than a month I have not received anything till now. I am just being charged for device which I don’t even have or received. PLEASE HELP ME OUT I am feeling stuck and lost here. 

[JonathanB]

Hi @Shivens36,

I'm really sorry to hear this has been your upgrade experience. That's really unusual that an upgrade reversal should take so long. In some cases the 1st payment may be generated before a reversal happens, but any difference on price with this should be refunded. 

Have you received any update from the team in the meantime since posting? Please let me know if you still need any help with this issue.

Thanks,
Jonathan

[jmaecass]

Keep trying the live chat support, Im lost myself but im just hoping the best for you. unfortunately mobile companies will do this so they can steal money as much as possible. soon i hope to consider a different company (not that it would be any better) but we have to keep moving around before they take more than they should from us