Three won’t allow me to cancel paramount+ subscription that I never asked for!

[whatdoidoherethen]

I got a text last month to say that paramount plus was being added to my bill, whether or not I had activated it, as my “free trial” had come to an end.

I had never activated it because we have paramount plus already, through our TV provider. I’ve never ever clicked a link contacted to it.

Three have now added £9.99 a month to my phone bill. They say I can cancel it in the app, but the app only has options to buy data roaming add ons.

How do I cancel this? AIBU or is this an absolute joke? How can they charge me for something I never asked for and was never aware of?

Online chat with them- they are actually surprising helpful. I have about 10 contracts with them and speak to them often about various things

I find them useless.

I’m actually fuming about this. It can’t be legal! I’m tempted to take them to court or something, they can’t claim I’ve accepted a subscription that I’ve never asked for.

When i upgraded my phone- the customer service agent at 3 had no idea I was paying Netflix through my bill.
Maybe there are different systems.

on the app if you look at your bill there may be an option there?

Nope, no option on the app at all. It says to look at add ons but the only ones it shows me are data, it doesn’t let me cancel them!

I don’t understand how they can do this, I never wanted paramount plus

What exactly do you mean by There isn't allowing you to cancel?

Have you actually communicated with anyone from Three who confirmed this? If not it may just be a spam text message if you can't see any addon on your account and you never started at free trial in the first place.

Try to give them a call or chat online to confirm and if it's true insist that they cancel it.

In the Three app there should be manage add on

I have that, I can access data but can’t access the paramount plus. It’s very much real as it’s on my bill.

Can you cancel directly on the Paramount plus website? I’m pretty sure I had to faff about doing something similar and ended up going directly on their webpage

Do you have kids? The obvious assumption would be that they've signed up with your details. Paramount Plus is a notoriously crap streaming service, but a new season of South Park has just started on it within the last month. Any teens in the house? They may have downloaded the app onto their own phone and be watching that way

[Edit to be clear: I know you have PP on the main tv, but they may be trying to watch something you wouldn't normally allow them to. I don't know what else is on PP, but South Park is surprisingly popular with children, and unsurprisingly forbidden by a lot of parents.]

Nope, no kids. Apparently it was a free trial when I renewed my contract 9 months ago and it just gets added to my bill no matter what I want, but that can’t be legal! I just changed from the sim + phone to sim only. I’ve been signed up to a contract that I had no notice of and no intention to enter into. When I do their live chat it just says to use their app!

I found out yesterday that you can ask your bank to cancel a continuous payment authority for your card in this sort of instance, but this isn't going to work for you because it's an add-on to the bill.

Can you find an email address or contact form and write to them? I did that this week and gave the company concerned a deadline - and I actually did get a response (about 15 minutes late but they'd been ignoring me for days before that). They have a complaints form here: https://www.three.co.uk/support/complaints/how-to-complain (right at the bottom)

Or you can try their data protection email address and ask them to pass on the complaint to the right person: [email protected]

Can you try accessing your Three account in the browser instead of using the app?

Have you got two Paramount accounts, you say one is with the TV provider, are they different emails or have you never signed in with Three one,

I see you never activated it so there will be nothing to cancel through Paramount. Can you ring them at all

I think escalating it is going to be the only way to get something done, but it doesn’t get back the money I’ve already spent without my permission. I’m so angry

Go through their complaints system then the Ombudsman.

Can you go to your bank account and cancel the direct debit from that end?

As I mentioned earlier - have you tried their online chat? They will sort it out - I’ve had this on at least two of my accounts and they have fixed it

It's probably included with OPs phone bill so not just the £9.99

As I’ve said earlier, their online chat just directs me to the ap

Definitely escalate the complaint, and post on their social media accounts.

This is odd. Our free year has come to an end and I cancelled it in the app - it wasn’t obvious to find, but it was there