issue
A problem with my bill or payments Complaint Information
I had a pay monthly mobile phone servce from three however Three have from at least October 2021 until May 2025 taken random additional amounts from my bank account totalling £614 over that period. furthermore, having ceased all direct debits with three and moved mobile service elsewhere they have now sent me a demand for £48.14. they have not responded to my letters on this matter
Communication Logs
On Wed 01 May 2024 by Post
i wrote to three saying: I am writing in response to your letter dated 29th August regarding my account with Three Mobile. My mobile number is 07880893964, and my account number is 938524302. I responded shortly afterwards but I fear my initial response may have been sent to the wrong address. I would like to express my deep concern and frustration regarding the issue I raised in my previous letter. I had informed you that there have been two payments deducted from my bank account monthly over a significant period of time, which I believe is an error on your part. However, your response indicated that you refused to discuss this matter, citing “security reasons” as the basis for your decision. I must stress that “security reasons” is not a satisfactory explanation for your refusal to address this issue. As a customer, I have the right to question and resolve discrepancies in my account, especially when it involves the unauthorized withdrawal of funds from my bank account. Such actions are not only concerning but also illegal. Additionally, I recently checked my bank statements, and I noticed that these unauthorized payments are still being deducted from my account. To date, I have not received any refund for the incorrect charges. This situation is not only financially burdensome but also highly frustrating and unacceptable. I would like to clarify that I have only one pay monthly SIM card with Three Mobile, and this has always been the case. It appears there may be confusion on your end, as your response suggests that you believe I have multiple accounts, which is not the case. Furthermore, in response to your query, yes, I would like to keep the 6GB hotspot service associated with my account. Since my initial concerns regarding the additional payments have not been adequately addressed, I will be compelled to escalate this matter further if your next response does not address my query. I will do this by reporting the issue to Ofcom, the regulatory authority, and pursue resolution through the Alternative Dispute Resolution (ADR) process.
On Sun 17 Nov 2024 by Post
Subject: Formal Escalation of Complaint to Ofcom and Request for Refund Dear Sir/Madam, I am writing to formally inform you that, due to your failure to respond to my previous letters dated 1st May 2024 (and prior communications), I am now raising this matter with Ofcom, the independent regulatory authority for the UK telecommunications industry. As I outlined previously, I have been charged for two payments per month over an extended period, which I believe have been made in error. After reviewing my bills, I calculate that you owe me £538.42 for these incorrect charges, in addition to any further payments you may take in the coming months in excess of my £24 per month bill. These unauthorized deductions have continued without any resolution or refund, despite my attempts to resolve the issue with your team. Since my attempts to resolve this matter directly with Three Mobile have been unsuccessful, I will now proceed by lodging a formal complaint with Ofcom and pursuing the Alternative Dispute Resolution (ADR) process. I demand a full refund of the £538.42 owed to me, plus any additional amounts charged in excess of the £24 monthly payment for my pay monthly SIM, and a full explanation of why these payments were taken in error. I trust that Three Mobile will take the necessary steps to resolve this issue swiftly to avoid further escalation. Please contact me as soon as possible via email at christopher.paine@hotmail.co.uk to confirm your actions regarding this matter and provide a timeline for resolution.
Remedy Requirements
I would like them to check their financial records against the accounts they have held in my name and calculate the remediation due for erroneous charging. I know of at least £614 but there may be additional payments that go back further since my records are limited. They should also rescind their current demand for £49 sent on 8th august 2025. They should correct their records so that this issue stops. Perhaps I am entitled to interest on the amount they owe. It has been a great inconvenience and an explanation for what happened would be beneficial for my own records given they have not provided one thusfar.