0.0009MB Roaming Charges - ask what your credit limit amount it set to!

[jkasab]

***Advice for customers being wrongfully charged for data roaming! - Ask what your credit limit is set to - mine was £150!***

Three is 100% deceiving customers, avoiding questions and failing to admit liability. I have had ongoing issues since February with wrongful data roaming charges - despite having my spent cap set to £0, mobile data and roaming disabled and each individual app turned off in mobile data settings (IPhone 13). On all occasions I have either turned my phone off and on or it it has died and when recharged I received a daily roaming charge text.  In some instances, I have incurred these charges at 2am or later when I have been asleep! These times have appeared on my bill as 0.0009MB which I am sure isn't even enough to access an app or the internet?!

I have escalated this numerous times on Three live chat, asking if there is anything else I or they can do to prevent this charges, each time I have been assured there is nothing to do/I can do & will not be charged, or the response was "I completely understand". 

I wasn't until late March that I was informed my credit limit was to set to £150 (now £1 as the minimum limit), not visible from what I can see in the App. Very deceiving from Three, with the occasional credit of £2 or £5 credited hours into the chat, it does not come close to what I have been wrongfully charged. It takes hours of communicating to be told this credit is in "goodwill' or 'just for you, a loyal Three customer'. They say they cannot do this more than once - despite this being a justified refund for incorrect charges!
It's worth mentioning I accepted the offer to have my international data roaming turned off via Three themselves, in this time I had no network service at all for 7 days - preventing incoming calls and texts. The above credit limit (as mentioned above) was then disclosed. International Data roaming was then reactivated as the only way to access network services, allegedly. 

I've since looked into early termination of my contract - of course that wouldn't be simple. I have been given three different amounts for my early termination fee, differs via email, text & live chat.

______________________

If anyone has any advice on how to raise this further r.e. discounted or waived termination fee? Or any compensation? It's a last resort on my behalf to HAVE to terminate my contract early due to Three's inability to provide the service I am paying for, despite attempts to resolve on my behalf.

Best of luck everyone!

[KevinL]

Write to watchdog@bbc.co.uk as I am sure they will be interested to hear from you.😉

[KevinL]

Also see my thread here for the action I took to get my money back

https://community.three.co.uk/t5/Account-and-services/0-0009mb-roaming-charges-when-Roaming-switched...

[atommyk]

Not sure how inference fits into this sentence but I am grateful for their post as I can relate to their frustration and it documents that this is not an isolated incident but a technical issue on Three's side. 

[Anonymous]

Inference! An idea drawn from evidence or REASONING. In other words an educated guess which has yet to be disproved. Your gratitude towards them is laudable.

[atommyk]

Ah look somebody who can use the dictionary but not translate it 

[Anonymous]

Sarcasm is clearly in this case the lowest form of wit. Let me know if you need a translation;wouldn’t want you to miss out.

[Anonymous]

Good luck 🤞 in sorting out your issue. 

[atommyk]

Any luck with the escalation of your complaint?

[Anonymous]

I suspect this customer has either left Three or is in the process of leaving as I’m sure that was the original intention. Whether said customer is right or wrong to feel that way is of negligible inference to my comments.