Billed for months for an ended contract

[Adzika]

I discovered that Three Mobile has been taking money from my account for over 10 months. When I called, the representative informed me that Three would not issue a refund, even though they could see that my contract ended last October. 

When I asked the representative, she refused to pass me to the complaints team. Does Three Mobile not have a customer service to help their customers or are they only interested in our money

[MichaelP]

Hi there @Adzika,

I understand this must be confusing. Did you make a direct request to cancel your contract ahead of the minimum term being completed?

The reason I ask, is that a 30-day notice is required to cancel the plan, and it moves to a monthly rolling plan if this isn't provided by the end of the contract period. This is to ensure that you maintain access to your services.

The agreement doesn't cancel automatically. The notice period is outlined in the Terms and Conditions when you made the original purchase.

Thanks,
Michael

[Adzika]

Yes i did and the initial note stated the contract ended 3/10/2024 but it has now misteriously disappeared from my account notes. Wonder whats up with that!!

[PeteG]

The team should have a record of when you called or chatted to process the cancellation request. If that's there, it would indicate that something went wrong on Three's side, and that would open more options for the team. 

As you asked to speak to the complaints team, but didn't get them, you can reach them on the Complaints Page.

Pete.