Why do we have to go through this every time? I love 3UK, have had many contracts, and am even an affiliate for them, and recommend them to lots of people.
A few weeks ago I cancelled my One Plan, which was in my partners name with me added on as an authorised user, and it went better than usual, as the guy I got through to was reasonable and when I explained I was cancelling and nothing he could say would change that, he went ahead and just put the cancellation in.
So today, my partner tried to cancel her rolling one month contract which was originally a 24 month contract back in 2012, and which we converted to 30 day rolling in September 2014, at £15 a month for ACYE data, but only 4GB of tethering, which she uses quite a bit while away in the motorhome. I decided to get her a new 12 mth SIMO deal last week, which is £20 a month for ACYE, 12GB tethering, 200 mins and UL SMS, she used about 40 mins per month, so in effect the new contract is unlimited. We also will get £50 cashback from my affiliate link (its perfectly OK to use own link for this with 3UK), so in effect it is about £16 a month, quite a good deal. We have the new Sim card and she is OK about changing phone numbers. For avoidance of doubt, the 12 mth SIMO came directly from three.co.uk
So she called them up and went through the usual hard sell from the first team, and they confused her enough that she just gave up after 20 mins and said I would call them tonight. I am not on that account, but she was told by them that I was.
So I call them up and the first thing the lady says is “you are not authorised to discuss this account”, and I said “I know, but you told my partner I was” and it took 3 mins for her to talk to them before they had to “add me” to the account, yes the account we want to cancel.
Seemed like a complete waste of time, but hey ho. With that hoop jumped through, I said “OK, can we please cancel this account”, and the reply was “why do you want to do that”, fair enough I guess. “I have purchased a new 12 mth contract on three.co.uk and am happy with that”. The reply shocked me “you can give 14 days notice to cancel that and I can do you a better deal” says the lady (from the same company!) “why would I do that, I am delighted with the new deal”, “but I can do you a much better offer right now” she replies.
OK, sucker that I am, I let her tell me. ACYE everything for £20 a month (with large dramatic pause for the amazing deal), and she says it is “an amazing deal that is usually £30″.
“Well, I am already getting all of that except the talk time, and am only paying £20 anyway, plus I am getting £50 cash back deal, and by the way we only use 40 mins a month so can not see the difference really” was my next line. She then shocks me for the second time, “oh if you are getting £50 cash back that is must be an unofficial 3 supplier, and you should return that”
I am starting to get annoyed now, and tell her that is is on three.co.uk and the cash back is also paid by the same company, but she won’t have it, keeping on saying it can not be the case and I must be mistaken. I did get a bit rude myself at this point, and simply said “right, enough of this nonsense, cancel this contract right now please”. I think she was taken aback, and I don’t even like speaking to a woman like this, but you feel you have to. She then said she would process the closure. An SMS came through, and it appears the closure is happening, but why oh why do you have to make it so nasty Three?
My partner was listening to all of this with a look of horror and said later she would have probably just agreed to keep it going as she could not speak to anyone like that.
When you bear in mind I will still recommend Three, and was telling them I was going with them again, I just don’t get the point of these calls, I suppose the results are that people are bullied into staying, just like my partner said she would have been?