Right so now you've read my guide and hopefully you'll be well on your way to getting a satisfactory resolution to your complaint.
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2 comments:
26-10-2008, 12:37 PM
dez_borders
3G Forum Member
Refusal of 3UK CS (India) to process Early Termination & issue a PAC code
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How difficult (illegal?) can H3Gs Termination Team make it to leave H3G?
Copy of letter sent to H3G head office and local Trading Standards...
I wish to formally complain about one of your operators in India: xxxx xxxxxx, ID xxxxx.
This morning, I spent over 60 minutes, repeatedly asking this operator to accept early termination fee and issue a PAC code.
Within the first 5 minutes, I had explained my reasons for wishing to terminate my contract:
1. Workplace coverage issues (no 3G, intermittent 2G @ postcode TD6 xxx)
2. Internet MAX does not work at all in 2G area (i.e. my workplace).
During the next 45 minutes, your operator repeatedly ignored my requests to process my early termination payment of £xx. Eventually I threatened to report 3UK to my local Trading Standards and requested his name and Operator ID.
At that point, the operator agreed to process my payment, during which he incorrectly entered my card details 2 times, then informed me that your ‘payment gateway’ might be down. I offered to use a VISA card, which also failed due to ‘gateway issues’.
I was then informed that my termination could not be processed and that it would not be possible for someone to call me back when the technical issues were resolved.
Under UK law, I have the right to cancel my contract at any time, but Three UK appear to be actively denying my this right and placing obstacles in my way.
Please investigate my complaint and arrange for a UK based 3UK operator to contact me to process the termination request and issue me with a PAC code ate.
N.B. I have contacted my local Trading Standards office and asked them to become involved
dez_borders
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27-10-2008, 09:15 PM
dez_borders
3G Forum Member
Re: Refusal of 3UK CS (India) to process Early Termination & issue a PAC code
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Quote:
Originally Posted by lcharm
Damn! That sounds like a tricky one! And I know how tricky it is to speak with those guys.
Have you spoken with the Citizens Advice Bureau to see what they have to say?
If it gets to 12 weeks with no luck then you can contact Otelo and they can takeover but you're right in getting TS involved too. Get any authorities possible involved because three are screwing us over!
Hi,
Thanks for the comments and advice. I will add my experiences to your website tonight.
I received an email from my local Trading Standards office today, indicating they are willing to contact H3G HQ in Glasgow on my behalf if the problem is not resolved by the end of this week.
Today, I had another go at calling 3-CS and this time got thru to a different person (in India), who gave a completely different story/experience.
After a few minutes explaining why I was leaving early (network coverage issues in my workplace) and that I needed a PAC code, the chap informed me I did not have to pay the termination fee today, but that I would receive a final invoice, including the Early Termination Fee AFTER my new network used the PAC code, and that my account would be automatically closed down at the same time.
2 minutes later, I had my PAC code by SMS and will be passing this to my new network tomorrow.
I still wish to persue my complaint with 3's HQ in Glasgow to identify the nasty individualy who dealt wiht me on Sunday morning, so that hopefully he is re-trained (or sacked) and in either eventuality, hopefully nobody has to suffer the same abuse from CS in the future.
I agree with others who have stated in these forums that unless H3G sort out (or close) their Indian call-centres, they will eventually lose so many customers that their business collapses.
I will never use H3G again unless they only use UK based call centre staff.
My problem is with 3UK the mobile service, I have cut the message short to save time as the info would go on for ages...
Basically, I tried to cancel my contract on December 12th expecting it to end on January 13th 2009. When I called the operator wouldn't cancel, she just keep repeating "Have two, it's good to have two" and after 40minutes I relented as I was late for work. I was told I'd have 500 free texts and minutes starting Jan 13th
I tried it but on December 31st I rang to cancel, they refused stating it was passed the 14 day cooling off period, I stated I had not been told I only had 14 days but that the contract didn't start until Jan 13th. I was passed onto several operators who all sated the same thing and after 45mins I rang off.
I emailed them and got a reply stating that I was not told I had 14 days to cool off as they had listened to the telephone recording, but that it didn't matter they will not cancel the agreement.
I replied telling them I wasn't happy and would be taking the matter further stating I would not pay Decembers bill until the contract was cancelled.
On Jan 27th an elderly woman living in my area got four calls from 3UK looking for me, each time she told them I didn't live there and on the fourth time they gave her my details so she was able to contact me, which she did. I emailed again and gave my correct phone number but again they rang the other woman asking to speak to me regarding the email I had just sent. So I rang.
When I rang I demanded to know why the other woman was called, they continually blamed me stating I had given that number, they refused to changed the number until I paid for Dec / Jan and Feb. I told them I'd pay for Dec but stated if I paid for Jan and Feb then it would mean I'd be agreeing to the unwanted contract, I was told to just pay it. After speaking to four operators I was eventually able to get the number changed and I gave them my mobile number but I asked for the numbers previously held to be read out to me, these were not my numbers and nothing to do with me, which scares me.
I then received a letter from Mike Reid, demanding payment or else they'd take action, so I wrote giving all details again stating I'd pay for Dec but that's all. I got a reply from someone (non English) stating even though I hadn't been told I had 14 days to cool off they wouldn't cancel and in reply to the elderly woman getting my details they said "sorry about that" They offered to lower the contract repayment to £10 per month telling me to gift it to someone. They also included the telephone numbers they held for me, these were totally wrong and not the one I gave them.
So I sent a letter to their Chief Exec, sent today registered
My problems are these:-
1) Can they hold me to this contract even though they didn't tell me I had 14 days to cool off and have admitted so.
2) I feel I was forced into taking it, so does it still hold as legally binding.
3) I work for the security services which is why my mobile was changed, having my details passed onto another is wrong but the details they hold on me are also wrong, who else's details will be wrong.
Each time I ring all I get is one foreign person after another, when you ask or quote something out of the norm they pass you onto someone else and you go round and round in circles.
So to finish, am I being silly, should I just pay up and keep this contract, to remove the hassle I am close to just doing it but would welcome your advice.
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