topic Re: Trying to change my surname in Account and services

Trying to change my surname

Zoeb87 — Sun, 16 Mar 2025 19:11:45 GMT

I've been trying to change ge my surname since 2019 on my account I've sent email after email along with my marriage certificate to the email provided and it's still not been changed. Everything i contact three im just told to send the email again. Now I'm trying to upgrade and all of a sudden the fact my bank account and my three account are in different surnames means I'm left with no phone (I've had three upgrades whilst my banks been in my married name) Customer service chat closed the chat after 90 minutes trying to sort this today. I can't upgrade as my names incorrect and I can't change name because three don't change it. 6 years I've been Trying this is beyond a joke.

Re: Trying to change my surname

Paddiewack — Sun, 16 Mar 2025 20:39:01 GMT

If you’re pay monthly (and the mention of the word upgrade) leads me to believe you are why use chat why not call on 333. If it’s been that difficult then perhaps a visit to a Three store with your documents might get things moving and if all else fails make a complaint via the Three homepage.

Re: Trying to change my surname

Tparker — Mon, 17 Mar 2025 08:27:53 GMT

Oh my days! I could’ve written this. Exactly the same issue for me. 10 years this May countless emails sent. Now won’t let me upgrade it’s so frustrating. I’m going to cancel my contract and go elsewhere!

Re: Trying to change my surname

Paddiewack — Mon, 17 Mar 2025 09:34:47 GMT

As I advised Zoeb87 go to a Three shop with your documents. I realise you shouldn’t have to go to those lengths but it might just be your best option.

Re: Trying to change my surname

Tparker — Mon, 17 Mar 2025 13:55:49 GMT

Thank you so much!!!! I did just that and now have my new phone and name has been changed! Hooray! Thank you 🙂