Three_Mobile_Broadband - Payforit
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Lets you know when to escalate your complaint
If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.
Payforit is a payment service, developed by mobile operators, that lets you buy digital content and services such as apps, videos and games directly from your phone or computer.
When you use Payforit, the cost of the content or service you buy is added straight to your Three monthly bill or Pay As You Go balance, so you don't need a credit or debit card or to pre-register any details. You'll see all Payforit charges within the Payforit section of your monthly bill, along with the name of the service, the price and the customer care number to call if you have a query with any particular charge.
Three is not responsible for content or services you have bought from other companies and therefore won’t refund purchases you've made using Payforit. When you purchase content, your contract is with the company selling the content or service – if you aren't happy with their service, please call them directly. You’ll find their number on their website on the SMS you received when you made your purchase, or, if you're on a contract next to the transaction on your monthly bill.
Please note: Payforit is not a company but a payment process, and therefore isn’t responsible for the content you buy
You should know
- The customer services department of your mobile provider should acknowledge receipt of your issue within 14 days
- You can take the case to an ombudsman eight weeks after you've raised your issue
If you are unhappy with your dongle provider’s initial response, you should contact their customer services department via Resolver, giving clear details of your case - such as what happened, when, and why you are complaining.
Once you have submitted your information to the company, they should acknowledge your case with 14 days.
If the company does not respond to your issue, then you should raise your case to the next level. The resolver system knows the next steps to take to escalate your issue and will remind you what to do and when, so that your voice is heard and hopefully your issue is addressed.
Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.
If you cannot resolve the issue
If the matter is still not resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. resolver knows which one to send your case to. It will package your communications and all supporting documentation and send to the ombudsman.
The ombudsman will then independently undertake an investigation of your case for free. You can still take your telephone provider to court if you still do not agree with the outcome, but only use this as a last resort.
If you need additional assistance
If you need additional advice and guidance on the issue you can contact your local Citizens Advice.
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