It just gets worse...

Fucking 3 Customer Service.

Posted this on the Whirlpool boards...

Hi
I'm a 2-week old customer on the 3 Network as a pre-paid customer.
I've signed up for the CNN "unlimited" monthly pack, and the X-Series 5 package
(the only choice when you're a Prepaid customer).

I recently topped up with a $29 cap. To my understanding, and after asking several people who use Mobile TV on 3, when I watch a channel on my mobile (when
signed up to an "unlimited" monthly pack), I can watch the channel for as
long as I want and I will not be billed for the bandwidth I use to stream that channel.

A couple of nights ago, I had let CNN accidentally run
overnight, and I woke up to be shocked that my $300 or so remaining credit from the cap had shrivelled up to $4.
Checking on My3, I had found out that I had spent $285+ on "Mobile Internet"charges, assuming it's from
leaving CNN running overnight, on top of my X-Series usage eaten away also.

I called up 3 Care, and after being dumped from person to person, I was finally told by a rude call centre guy that it was "my fault" and that I was instead accessing Mobile Internet all night, and that CNN was only uncapped when I go on the link on CNN from Planet 3, despite the only way to get a valid channel feed is by going from Planet 3, which I obviously did. (You can't even bookmark the channel feed as the feeds only work one time!) He refused to give me any kind of refund or compensation, even though I tried to argue with him that the only way I could rack up a bill like that is from the stream of CNN! But, no, this bloody rude guy had to shove into my face the fact that "I'm more sure than you/I'm 200% sure/etc. that you will only have the charges when you access Mobile Internet".

Well, obviously not, 3, and you blame your incomptency on your customers? That is not on! Something went wrong in your systems, and you have to take the easy road out by blaming your customers? Absolutely appaling!

I am really, really angry on not just how this can occur but how I was treated. The call centre representative I found was rude and would not listen to me at all. I kept my calm during the call, but I am planning to call again to try to explain again and if I have to shout, I will.

I will be leaving the network shortly as I will be unlocking my handset, but I am really not happy about this – should I take this matter to a watchdog? Call up 3Care and try again? Or simply ignore the matter (it's only $29 wasted anyway)?
Regards

(http://forums.whirlpool.net.au/forum-replies.cfm?t=1105512)

Will be taking this far. I now endeavour to put 3 to shame - I fucking hate snotty OS customer service that are truly inadequate.