I was cold called by a company called T3 direct. They left a missed call from 01563 556 366 (later they also called from 01563 551 351) and I stupidly returned the call. I then spoke to a lady with a scottish accent who said she knew my T-mobile contract was up for renewal and she offered me a better 3 mobile phone contract.
I spoke to trading standards and was advised that when you agree to a contract over the phone, you have 7 days (not necessarily working days) to cancel the contract from the day the contract/phone is delivered. This is called the ‘consumer protection distance selling regulations 2000’.
If, like I did, you have agreed to a T3 direct contract and you decide to cancel the contract within 7 days of receiving the phone/contract, here’s what you need to do:
· Phone trading standards and get their advice. All the advice they gave me is listed below, but you should still report it to them as they are the experts. http://www.tradingstandards.gov.uk/
· Phone T3 direct and inform them you are cancelling the contract. You need to call their customer services number which is
0871 424 6012
· If they give you any reason why you can not or should not cancel the contract then ignore them as this is a delaying tactic. Trading standards states that you CAN cancel the contract over the phone, you do not need to wait until you’ve received the phone or any refund/cancellation number.
· If you receive the phone, DO NOT open the phone’s packaging and DO NOT open the sim card’s packaging. This could tie you to the contract.
· Send a letter recorded delivery addressed for the attention of The Manager immediately.
· Head the letter with:
“Consumer Protection (Distance Selling) Regulations 2000”
· Give an outline of the contract. What does it include? When does it start? How much were you going to be paying?
· Mention that it started from an unsolicited call.
· State that under the above regulations you are giving notice to cancel the contract within 7 days of the phone’s delivery.
· State that they must contact you to confirm cancellation of the contract within 7-10 days of this letter.
(If they do not do so then contact trading standards again to let them know)
· Make a copy of the letter for your records
· Send it recorded delivery.
· The address I was given for T3 direct was:
25 Bank Street
· Once you give your bank account details to a company this gives them license to direct debit your account. The only way to stop them setting up a direct debit on your account is by going into your building society/bank and changing you account number by setting up a new account.
· This is a hassle, especially if you have other direct debits set up for that account, but it is worth it. I did it.
· Check your account every day (with telephone banking or e-banking) and if they start a direct debit the bank can cancel it at your request.
· Phone your bank and get their advice about this.
· Contact 3 mobile and speak to their customer services department. You can phone 3 mobile sales free on 0800 358 6946. This British call centre will not help you at all, but if you ask to be put through to customer services, you will get through to a very helpful and friendly call centre, clearly based somewhere in India.
· They will be able to tract your application and tell you if the application has been completed or not.
· They can tell you the details of your application too ie how much it will cost per month and how many minutes you were going to get etc. You will probably find this is a more expensive contract to the one you agreed to.
· If it is still in the application process, 3 mobile states that T3 direct can easily cancel your contract with one simple phone call.
· Phone T-mobile and report this problem you are having. When I phoned T-mobile, they stated that they are currently suing T3 direct, but the more we complain about them, the more awareness we raise about it.
Remember, legally, you need to send the cancellation request in writing within 7 days of receiving the contract and phone. SO DO IT NOW. Once you have done this with recorded delivery and a copy of the letter, you have proof you cancelled it within the 7 day period.
Remember, T3 direct will try to delay you and tell you that you can’t cancel, but you can because the law is on your side (consumer protection distance selling regulations 2000). When you speak to them and you say you are cancelling the contract, DO NOT accept it if they say you need a cancellation reference number. DO NOT accept it if they say you need to wait until the phone/contract is delivered. They need to make one phone call to 3 mobile and it is cancelled.
Finally, if you are in the unfortunate position of wanting to cancel the contract MORE THAN 7 days after receiving the phone and contract, then I do not know how to advise you. DEFINITELY speak to trading standards about it though. http://www.tradingstandards.gov.uk/. Their web site has a postcode entry box which will show you the phone number for your local trading standards office.
Remember to have a pen and paper handy when you make all these calls, you’ll be wanting to write down all the advice you are given.