topic Re: I keep being asked to verify my identify before they help me, even though I've done it? in Account and services

I keep being asked to verify my identify before they help me, even though I've done it?

cee500 — Sun, 13 Apr 2025 16:11:50 GMT

I made a complaint online recently regarding an issue with my account. Initally i was asked to verify my postcode which I did and then I didn't hear anything for a while. I am corresponding with three via my registered email account associated with my number. The next time they asked me to provide my ID so I did. The next time they ask me to provide my ID with a selfie. I have asked them if there is an issue here as i've already sent in 2 pieces of verifiable information and am emailing off my registered email address. The latter is an issue due to an disability, usually companies allow me to verify through a third party if they need facial verification or they will just accept the ID (which I have already sent in). Can anyone else document your experiences with trying to get help and keep being asked to identify themselves? FYI I was born in the UK, lived here all my life and my ID is within date so there really should not be all these issues. Is there anyway I can escalte this interally?

Re: I keep being asked to verify my identify before they help me, even though I've done it?

Paddiewack — Sun, 13 Apr 2025 16:30:33 GMT

I’d suggest making a complaint but to be honest I’m at a loss to explain the level of id confirmation Three are requesting. I’m guessing it’s because you’re not communicating from your Three phone. You mention the word disability so all I can suggest is you contact the Three customer wellness team. Call them on 03333381012. Don’t know if this is of any help to you but I hope so and wish you luck,

Re: I keep being asked to verify my identify before they help me, even though I've done it?

cee500 — Sun, 13 Apr 2025 18:16:17 GMT

Hey, thanks for the response. They did call me on my phone and then said they had an update about my complaint (sent in text form), so when I emailed them and told them I had already told them from the start to communicate with me in text and not verbally, I was hoping this would alert them to the fact I had received an update message from them to my phone. Do you know of an email contact for that team as I will struggle to verbalise the issue, which I did tell them from the start and they also ignored. Thanks again for your help on this.

Re: I keep being asked to verify my identify before they help me, even though I've done it?

Paddiewack — Sun, 13 Apr 2025 18:57:14 GMT

Customerwellness@three co uk

Re: I keep being asked to verify my identify before they help me, even though I've done it?

JonathanB — Mon, 14 Apr 2025 09:20:17 GMT

Hi @cee500,

Sorry to hear about the difficulties in communicating with the team. The email @Paddiewack has supplied is dedicated for helping with matters of accessibility and vulnerability, and you can find more options to communicate with the Wellness Team here: https://www.three.co.uk/accessibility/contact-us

Thanks,
Jonathan