topic Re: Accounts incorrectly merged in Account and services

Accounts incorrectly merged

BMad1 — Fri, 24 Jan 2025 11:12:56 GMT

Hello, after finally having my account issues resolved after almost 8 months (where I was set up as both user and owner, though only able to login as user so unable to see billing details), this was finally resolved in November. Two weeks later, another issue arises.

Since the end of November, I have been getting monthly billing emails for an account which is not mine. The money is not coming out of my account, and looks like it is getting paid monthly.

Raised with Three who said it is fraud, the account was opened in a store in person in April, with my credentials. I challenged this, as nothing is appearing on my credit file for this (which I check weekly), nothing is coming out of my bank account that shouldn't be, and I only started getting the billing emails in November, two weeks after my issue above was resolved. I have asked for this contract information to be sent to me, twice, still waiting.

I went into a store just before Christmas and the staff looked at the account, indeed my name as Owner, but another persons name as user. The phone number on this account ends in the same three last digits as mine.

My take on it is that the Three member of staff who resolved my issues in November, inadvertently added this account with same three last numbers, to my account. This makes sense considering timing and last digits.

My biggest issue is that the persons who owns the phone number, when they login to their Three account, can see my full name, DOB, email address, postal address, as I'm the Owner of that account.

I have raised with three in December about this breach of GDPR, but getting nowhere. They should have reported to Information Commissioners Office I assume?

Spoke to Three again today, I have a complaint ref and escalation ref, but no update.

Since April, I have spent at least a couple of hours, most weeks, on the phone or chat to Three to resolve these issues. I'm getting nowhere.

Thanks for reading this far! Any advice?

BMad xx

Re: Accounts incorrectly merged

Maxine — Tue, 28 Jan 2025 15:37:55 GMT

Hey BMad1,

That's really not great and definitely something that we need to look into. We've sent you a PM about this. To view your messages on the community, click on your avatar image in the top of any community page, then "Messages".

Maxine

Re: Accounts incorrectly merged

BMad1 — Thu, 20 Feb 2025 17:48:39 GMT

Hi Maxine,

I had a prompt response once I contact the team via your PM. I spoke to one of your colleagues at the end of Jan, and had an email on 30th Jan to say it was still being looked into. I have heard nothing since, and I sent a follow up email on 13th Feb, and today, 20th Feb.

Please can this be escalated?

Many thanks

Re: Accounts incorrectly merged

Maxine — Fri, 21 Feb 2025 12:49:13 GMT

Hey,

That's quite odd. We've sent you another PM about this, just follow the same steps to view your messages.

Maxine

Re: Accounts incorrectly merged

BMad1 — Tue, 04 Mar 2025 08:24:50 GMT

Good morning Maxine. I still haven't heard anything more than a week later. Have you managed to make any progress?

Thanks

Re: Accounts incorrectly merged

Maxine — Wed, 05 Mar 2025 12:49:35 GMT

Hey BMad1,

Can you please try checking your account again as it seems things have been taken care of.

Maxine

Re: Accounts incorrectly merged

BMad1 — Wed, 05 Mar 2025 15:48:03 GMT

Hi Maxine, yes the issue has been resolved, but I have not had any explanation of what happened, how, why, my personal data was visible for months by an unconnected party, GDPR breach, etc. That’s what I had asked the social media team to look into, and I was assured of a prompt response, and this has not been forthcoming.