Dear William,
We’re sorry to hear that you’re experiencing difficulties using the internet and no longer want to use our service.
On
reviewing your account, I see that you’ve called our Technical Support
Team on 12th May, 2013. They could not diagnose the issue as you were
calling from a landline and were not near your computer. You were
requested to call from a mobile phone but we didn’t receive your call.
Neither did the store call us for any issues you’ve experienced.
However,
we’re not able to process your cancellation request at the moment, as
there is an outstanding balance of €40.64 on your account. Cancellation
of the direct debit does not cancel your account. Billing will continue
as long as your account is not closed. Your services have been
restricted from 2nd October, 2013 due to the non-payment of your bills.
You can pay the balance on your account in any of these ways:
• Credit Card/ Debit Card by calling 1913. The payment will register on your account instantly.
•
In your local Post Office. Pop into your local Post Office with the
first page of your bill and pay your phone bill like any other utility
bill. Payment will register on your account the next working
day. Or you could register your details on An Post’s new online bill
payment service,
www.mybills.ie, and pay your balance online.
•
Cheque, bank draft or postal order made payable to H3G Ireland. Please
quote your Three account number on the payment and send it to Three
Payment Centre, PO Box 10171, Dublin 2. Payment will take 5 days to
register on your account.
• Bank transfer or telephone banking. Payment will take 3 days to register on your account.
You’ll find more details on ways to pay on our Help & Support section at
www.three.ie/support.
Once
the balance has been cleared, you’ll need to contact our NBS Technical
Support Team to cancel the account. We require 30 days notice before the
termination date, as stated in our Terms and Conditions. As it stands,
we haven’t taken any action on your account yet.
I hope this makes things a little simpler. If you need anything else, feel free to call
or email us and we’ll be happy to help.
Kind regards,
Sylvia Correia da Costa
Three Customer Services
TRACKING NUMBER: A00008379575-00024508047
-----Original Message-----
From:
newinngalway@yahoo.co.uk Sent: 17 Oct 13 16:24:33
To: <
customer.services.ie@3mail.com>
Cc:
Subject: Re: Response from Three
Dear Kim,
Thank you for your recent e-mail (which seems to contain a date error).
My address is:
St Albans
New Inn
Ballinasloe
County Galway.
My Date of Birth is March 21st 1945.
I intend to contact the NBS Technical Support Team later
today to
arrange for the return of the Repeater.
With reference to my cancelling/ending of the contract, I would like to point
out that I can't help feeling my "monthly payment" obligation, under the terms
of the contract, would have been nullified on account of the way "3" failed to
provide me with the service they contracted to supply me with: especially when it is the case that I
reported the service difficulties I was experiencing on several occasions -- over a period of several months -- to
people employed by "3", and that "3" nonetheless failed, or were unable perhaps (for
reasons unknown to me), to correct the service problems in question.
Kind regards,
William Finnerty.
______________________________
__
From: "customer.services.ie@3mail.com" <customer.services.ie@3mail.com>
To: newinngalway@yahoo.co.uk
Sent: Thursday, 1 January 1970, 0:00
Subject: Response from Three
Dear William,
Thanks for your email.
I’m sorry for the inconvenience that you’ve experienced lately.
From
your email, I understand that you don’t wish to continue with our
service as you’ve already switched to a different provider. However, I’m
unable to check the account status or take any action as I haven’t been
able to complete our Data Protection verification. I need more
information to complete our verification and access your account. Can
you please send the following information as soon as you can?
• Address
• Date of Birth
As soon as we have this, we’ll be
able to help you.
Just so you’re aware, cancelling the direct
debit will not cancel your account. Billing will continue as long as the
account remains active.
We need 30 days’ notice for all
cancellations; as explained in our Terms & Conditions. As you’ve
mentioned that you’ve a National Repeater Broadband account, you’ll need
to contact our NBS Technical Support Team on our freephone 1913 for the
collection of the Repeater, with the following details:
• Repeater Serial Number
• Address to pick up the Repeater
• Date and time for the pick up
• Contact number
Their
working hours are from Monday to Sunday between 8 am and 12 am. Once
the Repeater has been collected, your broadband account can be
cancelled.
We look forward to hearing from you soon. Alternatively, feel free to get call and we’ll be happy to help.
Kind Regards,
Kim Mishra
Three Customer Services
TRACKING NUMBER: A00008371156-00024482519
-----Original Message-----
From: newinngalway@yahoo.co.uk
Sent: 15 Oct 13 14:50:53
To: <customer.services.ie@3mail.com>
Cc: <newinngalway@yahoo.co.uk>
Subject: Account Number 8209886475
Dear Sir/Madam,
Although the "3" NBS Repeater Broadband Service your company provided me with functioned in a
reasonably satisfactory manner for the first year or
so in my home in New Inn, County Galway (which is where I needed the Broadband Service), it then gradually
became almost completely unusable by virtue of the fact that the service kept
cutting off every few minutes.
Despite several attempts to have the problem resolved, which included a number
of visits to "3" Shops, the problem nevertheless persisted, and I felt I had to
arrange for the services of a different Broadband Service Provider at my home.
As a consequence, and in the belief that I had more than met the duration of the
time I had contracted with "3" to provide me with the NBS Repeater Broadband Service (at my home), I asked
the Bank of Ireland to stop the monthly payments from my account to "3" on
August 21st 2013.
Yours sincerely,
William Finnerty.
