Three 3 refuse to accept my contract termination - illegal?

[pateldjp]

So my contract ends in early July 2024. Tried to tell them on the 13/05/24 I want to leave on the contract end date on  5/7/2024, so at the end of the 24 month contract - so no early termination charges incurred.

Easy enough you would think.....

No, customer service agent refused to take cancellation notice and wants me to call back 30 days before the contract ends in early June. Maybe also when the sun is out and the planets are aligned.

Im out of the country from now until July, so I'm stuck until I get back?

Can they refuse to take an instruction to cancel the contract?

[JonathanB]

Hi @pateldjp,

I appreciate this is frustrating given your circumstances of being abroad for a while. Customer services have contact numbers that can be used from abroad, as well as live chat options, so hopefully there's a suitable way for you to get in touch. The official policy and process allows the team to extend the notice period to 38 days if this helps.

As @Spud mentioned the team may be able to make an exception given that you'll be out of the country. Or, if no one is actually going to use the service, is cancelling one month early an issue? Early termination fees are a little cheaper than paying the monthly rate, and work out to 97%.

Assuming no one else is depending on the connection in the meantime, and paying the equivalent of an extra couple of weeks on the final bill is agreeable, then this could be another solution for you.

Thanks,
Jonathan

[Matey]

My father has had the similar situation we tried twice by phone and once using the Three chat service to cancel my contract. Every time we call they claim we need to speak to a different department, on one occasion I got transferred six times. Now 12 months past they still haven't cancelled it and are still taking money. I knew he shouldn't have signed up with three again because they did the same in 2019 on his previous phone! It's now my belief that the staff are not cancelling, because they have head office targets to meet & therefore don't want to cancel as it impacts their job. I am now writing to the Communications Ombudsman & FCA, because I have no faith in the company at all & advised family members to leave three as soon as possible & ensure they get confirmation in writing. 

I have read so many similar cases online but w of these appalling practices from THREE staff. THREE haven made their calls & chat logs exempt from 'Subject access requests' which further proves to me, that they have done so to hide information & cancellation requests. I have also asked a colleague to look into whether he can make a formal complaint against their financial officers to the Disclosure & barring service, as they are in Notifiable occupations.

My point is, it's not you, it's THREE.

[PeteG]

Hello there. 

It's disappointing to hear your father has had issues getting the line cancelled. I'm unsure why that would be as generally when choosing the option to cancel on the automated service, the team it goes to is the correct team and there should be no need to transfer him anywhere. 

I hope he had success in getting it done in the end. 

Pete.

[pateldjp]

I've read in my terms and conditions that I need to give at least 30 days notice? So why won't Three accept notice at 45 days? I do not want to end my contract early - I want to end at the end of the minimum term. 

What the %%%% is the 38 days rule?

[Anonymous]

I’m sorry but a quick read  through the Ts and Cs states 30 days notice is required to cancel a contract whatever the circumstances. Even planetary alignment won’t help. 🤷‍♂️

[Spud]

You don't need planetary alignment.🙄

My terms and conditions 12.1 (b) state "at least 30 days before the date you want to end the agreement."

I gave notice two months before my minimum term date