Mark Smith´s profile

Reviews (1)


Awful customer service and additional charges for items that were covered in my contract

I have been asking for 3 customer services to provide me with a copy of the contract that I signed with them in August 2011.

I am asking for 3 customer services to provide me with this information as I do not know if I am able to find the original copy that was sent to me upon my upgrade in August 2011. Last month I was billed an additional £26.00 plus VAT to my monthly contract price of £35.00 per month + VAT for tethering. Therefore my monthly bill to be paid on May 1st is for over £68.00

I believe that tethering was part of my contract as I have been using my phones data connection as a hot spot to connect to my laptop for nearly a year without any additional charges being made to my account.

When speaking to 3 customer services about this I was told that it was not part of my contract and that I should count myself lucky that I have not incrued further additional charges.

Despite speaking to customer services several times and asking them to provide me with a copy of the contract that I signed, the best that they have come up with is to send me the following useless information this letter which they created and emailed to me after one of my calls...

"Dear Mr Smith

This letter is in response to your recent call about the details of your phone.

Your 24 month contract started on 12 August 2011 and the minimum term ends on 11 August 2013. Here are the details of your phone:

Phone make and model: HTC Sensation Grey
Serial number (IMEI): 356440047109333

I hope this information helps. If you have any further queries, please call us on 333 (free) from any Three mobile or on 0843 373 3333 (5.1p/min from a BT landline, other networks may vary) Monday to Friday 8am to 9pm, Saturday to Sunday 9am to 8pm.


Sukruti Lakhote
Three Customer Services"

What use is that information to me? I want to view the details of what was covered and what wasn't in the contract that I signed. I want to see an original copy of the contract that I signed and that is what I asked 3 customer services to supply me with.

What use is the useless information they provided me with in their letter to me? I can find that information by looking at my phone or the box that it came in.

I have been with 3 mobile since they were a pay & go only provider. This is my third or 4th contract with them and I am quite distraught after reading some of the posts explaining difficulties that other 3 customers who have been unhappy with the service provided have had with regards to cancelling their contracts.

I am tempted to speak to my bank in order to ensure that no more money goes out to 3 mobile (Hutchinson) prior to them supplying me with the copy of the contract that I signed with them and have asked them to supply to me.

3 customer services - what a bunch of cowboys!

Paul Hardistyand Alex William Norton found this review useful

Mark Smith´s profile

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Mark Smith
Norwich, United Kingdom