Three were urged to apply automatic policy deferrals once the minimum term had expired and to minimize overpayments by customers.
Most mobile phone contracts include airtime and a component for a minimum period, usually 24 months. After this period, customers theoretically paid for the combined component.
However, carriers continue to charge the same amount until the customer decides they want a new phone or signs up for a new, usually cheaper, rate.
fidelity penalty
EE, O2 and Vodafone have promised to take action in February, but three have already refused. Charity Citizens Advice says this amounts to a "loyalty penalty" affecting up to 210,000 subscribers. The average overpayment is between €10 and €13 per month, up to €32.4 million per year.
"It is unacceptable that Three still thinks they can penalize their loyal customers by more than £XNUMXm every month," said Gillian Guy, Citzens Advice's general manager. "You can't keep burying your head in the sand.
"While Three says in its commercials that 'phones are good', its customers may not find anything experienced as their provider is falling behind by refusing to stop the practice. We are pleased that other mobile operators have announced their intention to act." , but now they must keep their promises and make them a reality early next year.
"All eyes will be on Three to see if he corrects that and agrees to remove the loyalty penalty."
three views
Three's position is that an arbitrary discount does not benefit consumers and that it prefers automatic end-of-service notifications that allow users to find the contract that best suits their needs.
A spokeswoman for Three said: "The current offerings are not in the best interest of customers. Three has some of the lowest prices and unbeatable offerings on the market. We have always favored customers and continue to do so. Applying a discount arbitrary to the rates will not effectively solve what really matters: helping them find the contract that best suits their needs and that is fair in price.
"As the leading provider of easy switching for the mobile phone industry, we are working hard to create a market where customers are engaged and satisfied. Pushing for easy switching, all phones must be unlocked, termination notifications contract and the best price advice. . "
Earlier this year, Three was a signatory to Ofcom's commitment to put 'capital' at the heart of its business.
"Client Fairness" commitments include a promise to offer clients the treatment that best suits their needs and to provide clear information before, after and during a contract.
Vulnerable customers or those whose circumstances change will be treated fairly, while the operators have also promised to resolve potential problems and allow customers to terminate their contract if they do not receive the level of service they do. they incur
In addition, all signatories stated that they would not represent a barrier for customers who wish to switch providers or services.
Citizens Advice says the continued imposition of the "fidelity penalty" means three are inconsistent with this commitment.