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Thread: 3 Contract Help/Advice.

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    3 Contract Help/Advice.

    Hello, i am new to the site and im after abit of help.

    I was checking my online banking yesterday after only just getting round to setting it up. When i logged in i checked my statement, on doing this i found that 3 had taken 2 direct debits out in the same month on 2 different transaction numbers.

    I picked up my phone and called customer services, any how cutting a long story short they have been taking money out of my account since 2006. The advisor on the phone opened up the account the number is connected to, and it shows the phone has never been use, no minutes or text have ever been used on the number. The account that 3 have is a number that i have never heard of, never recieved, plus i have never recieved a bill or any letter from 3 regarding this number/contract.

    A customer advisor told me i could claim the money back via a indemnity form from my bank, but my bank has told me since 3 have said that according to their records the phone has not been used then that have accepted that the money has been take by error.

    I have since phoned 3 back, they are currently processing my complaint through their system and i should expect a call in the next 48 hours. I have told them i am going to contact trading standard, ofcom and watchdog if they do not sort this for me asap.

    Its quite alot of money, just over 5 years worth of £32 so i dont want to let this go.

    If anyone out there can help me out with this that would be much appreciated. Thanks in advance.

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    Re: 3 Contract Help/Advice.

    Quote Originally Posted by liamhoult View Post
    Hello, i am new to the site and im after abit of help.

    I was checking my online banking yesterday after only just getting round to setting it up. When i logged in i checked my statement, on doing this i found that 3 had taken 2 direct debits out in the same month on 2 different transaction numbers.

    I picked up my phone and called customer services, any how cutting a long story short they have been taking money out of my account since 2006. The advisor on the phone opened up the account the number is connected to, and it shows the phone has never been use, no minutes or text have ever been used on the number. The account that 3 have is a number that i have never heard of, never recieved, plus i have never recieved a bill or any letter from 3 regarding this number/contract.

    A customer advisor told me i could claim the money back via a indemnity form from my bank, but my bank has told me since 3 have said that according to their records the phone has not been used then that have accepted that the money has been take by error.

    I have since phoned 3 back, they are currently processing my complaint through their system and i should expect a call in the next 48 hours. I have told them i am going to contact trading standard, ofcom and watchdog if they do not sort this for me asap.

    Its quite alot of money, just over 5 years worth of £32 so i dont want to let this go.

    If anyone out there can help me out with this that would be much appreciated. Thanks in advance.
    What help do you want?
    What are you looking for?
    Why are you blaming 3, when it looks like they have been given the details by someone else?
    Do you really expect them just to give the money back to you without investigating?

    Yes its a nice chunk of cash, but they have already told you they are investigating and will call in 48 hours. Give them a chance to call, because they will.

    I cannot believe you have joined a forum solely for that unjustified rant.

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    Re: 3 Contract Help/Advice.

    Quote Originally Posted by Blitzen View Post
    What help do you want?
    What are you looking for?
    Why are you blaming 3, when it looks like they have been given the details by someone else?
    Do you really expect them just to give the money back to you without investigating?

    Yes its a nice chunk of cash, but they have already told you they are investigating and will call in 48 hours. Give them a chance to call, because they will.

    I cannot believe you have joined a forum solely for that unjustified rant.
    i am asking for peoples advice, just to see if any1 else has been in the same position i am in. I am blaming 3 because they have used my bank details for 2 seperate mobile phone contracts.

    I have not just joined this forum for a ''unjustified rant'' i have joined the site because i was after some constructive feedback. i do apologise for asking for the above!

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    Re: 3 Contract Help/Advice.

    my advice would have been to check a bank statement more than once in 5 years.

    Capitalization is the difference between helping your Uncle Jack
    off a horse and helping your uncle jack off a horse.

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    Re: 3 Contract Help/Advice.

    My advice is to wait until they have investigated the situation, my guess is they give you your money back.
    How did you not notice an extra £32 coming out of your back every month for 5 years?

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    Re: 3 Contract Help/Advice.

    Quote Originally Posted by Blitzen View Post
    ....

    I cannot believe you have joined a forum solely for that unjustified rant.
    That is uncalled for, and that post is not a rant. Yes, threatening to call TS, Ofcom and Watchdog is over the top at this point, but still, it's a calm explanation of something that is clearly highly concerning.

    So let's cut a new member a bit of slack eh? Maybe he's just worried about a not-insignificant sum, and looking for a bit of reassurance.

    That said, liamhoult, Blitzen is quite right with
    but they have already told you they are investigating and will call in 48 hours. Give them a chance to call, because they will.
    Both the bank and 3 are going to take a bit of time to check, and get things rolling. But they will, if things are as you say.

    Quote Originally Posted by GoNz0 View Post
    my advice would have been to check a bank statement more than once in 5 years.
    20:20 hindsight is a wonderful thing, but not everyone does check their statements in detail every month. Hell, I don't always, and I trained as an accountant. I have a couple accounts for which activity is minimal, and since I know I haven't put any transactions though, I often assume nobody else has either, and put the statements in a pile to check as leisure. Or, if you've an account with several pages of transactions, it's likely that one transaction among pages and a £30 variance in the balance could easily be missed. One extra supermarket trip a month would make more difference than that. So it could be that picking it up requires an item-by-item reconciliation, and not everyone does it. After all, I've been checking (sooner or later) my bank statements for ~40 years and never had anything like this happen, so I tend to assume it won't.

    liamhoult, I suggest not thinking the worst of 3 just yet. Some mistakes are easy to make. If a data entry clerk makes a simple error, it could create a mistake like this, and it's often assumed that if it happens, someone will screech when money starts disappearing from their account. And indeed, you screeched when you noticed. It just took a while to notice.

    A few years ago, I had a "pay or we'll send debt collectors" letter from my ISP. That annoyed me a bit because I had paid, and had the transaction on my bank statement to prove it, and the authorisation code for ta telephone payment. It turned out the clerk at the ISP hat fat0fingered the entry, and the payment had gone through .... and been credited to someone else's account. I rant the ISP, pointed out the mistake, they checked it out, rectified it , apologised and put a "goodwill" credit on my account in apology.

    My advice :-

    1) Give them time.
    2) Expect your money back, though it might take a little while.
    3) Expect, and if necessary, ask for compensation. At the very least, you deserve something to compensate for lost interest.

    But, I also advise, don't threaten with Ofcom, etc. Not yet, anyway. An old adage is that honey works better than vinegar, and if honesty doesn't work, you can always switch to vinegar, but you can't do it the other way round. So start politely, asking for help. Get them to understand your problem, ask for help, and give them reasonable time to do it. You can always resort to threats later, if appeals for help don't work. But if you start with threats, you'll put people's back up, and you'll still get your money back eventually, but you'll have no inclination on their part to either rush unduly, or feel much sympathy. Politeness, courtesy and charm elicit a sympathetic response, and threats likely just elicit resentment by someone who is, after all, not the one that made the mistake and is just trying to help sort it out.

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    Re: 3 Contract Help/Advice.

    hmm, if i don't use my credit card i don't get a statement, i would have thought better of someone such as yourself Saracen, maybe time to change the way you manage money if that's how you go about it.

    Trust no one.

    Capitalization is the difference between helping your Uncle Jack
    off a horse and helping your uncle jack off a horse.

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    Re: 3 Contract Help/Advice.

    Give 3 a bit of time, I've actually found them to have quite good customer services.
    Also did you buy the contract directly or from a reseller? Because if the latter they are probably the most likely people to screw up here.

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    Re: 3 Contract Help/Advice.

    Quote Originally Posted by GoNz0 View Post
    my advice would have been to check a bank statement more than once in 5 years.
    Quote Originally Posted by Spank View Post
    My advice is to wait until they have investigated the situation, my guess is they give you your money back.
    How did you not notice an extra £32 coming out of your back every month for 5 years?
    i have paperless statements so i check them online, this is the first time the 2 amounts have been in the same statement.

    Quote Originally Posted by krazy_olie View Post
    Give 3 a bit of time, I've actually found them to have quite good customer services.
    Also did you buy the contract directly or from a reseller? Because if the latter they are probably the most likely people to screw up here.
    i got the phone straight from 3, 3 didnt have their own store so they were using a section of the local superdrug at the time. I have spoken to 3 yesterday, they have said that they have checked the last 12 months of the suspect contract and they can see that its never been used. The chap who is dealing with the case seems to be very good, unlike some of the people in the call centre. They are now checking every month since the contract was opened, it seems that as long as the phone has not been used i should get my money back, although he wouldnt promise me anything.

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    Re: 3 Contract Help/Advice.

    Quote Originally Posted by GoNz0 View Post
    hmm, if i don't use my credit card i don't get a statement, i would have thought better of someone such as yourself Saracen, maybe time to change the way you manage money if that's how you go about it.
    Perhaps. My point was that to err is human, and nobody is perfect. And, different people have different circumstances. For instance, I said I have a couple of accounts I don't check regularly because they're fairly inactive. Take that to mean I use them occasionally, and nobody else does. I don't write cheques on them, other than personal in-branch withdrawals, nobody but me pays into them, there as no DDs or regular transactions on them, the details have never been given to any commercial organisation of any type, and I don't use any form of internet banking on them, and never have. If there's an incorrect transaction, it'll be a bank error and I will pick it up when I check them, but the mandates of normal life mean that may be irregular. And it's worked just fine for about 40 years.

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    Re: 3 Contract Help/Advice.

    Hope it works out!

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    Re: 3 Contract Help/Advice.

    do you guys think, out of experience that i will recieve my money back? or should i face the fact i have lost it?

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    Re: 3 Contract Help/Advice.

    OP relax, your asking people with no control over 3 or your account..

    you stated that 3 have already said of a way to get a refund so it seems after the investigation they SHOULD refund all the money. also dont threaten them when they havent said no yet!

    just wait, relax... watch a bit of TOWIE

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    Re: 3 Contract Help/Advice.

    Right, they have just phoned me back and said they are willing to refund me 50% of what i am owed. This is because they are saying that i am 50% resposible for it going on so long, and they are 50% resposible for it happening also. Should i accept what they have offered or should i say i want the rull amount?

    I dont know if i should be cheeky and ask for a new phone as compensation or do i just take the 50% or am i owed the full amount, help please guys and gals.
    Last edited by liamhoult; 14-02-2012 at 06:01 PM.

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    Re: 3 Contract Help/Advice.

    stop asking on a forum and seek legal advice.

    Capitalization is the difference between helping your Uncle Jack
    off a horse and helping your uncle jack off a horse.

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    Re: 3 Contract Help/Advice.

    If they;ve had money they aren't leglly entitled to then there is a breach of contract, you should really be entitled to all the over payments back. Ok there is some onus on you to check your payments but in this situation it's a two way street,

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