topic Re: Account complaint contact customer service in Account and services

Account complaint contact customer service

J_j_g — Thu, 14 Aug 2025 08:18:44 GMT

Never have I experienced such terrible customer service, lack of accessibility & lack of transparency.

The telephone menu to get customer support is opaque & full of dead ends. Circling is very easy to do & neuro-diverse people are at risk of this in particular

Every department wants a code for “security”; one of the main issues I have is signal. These codes don’t come through in good time & repeating this process is unnecessary.

Fourteen day cooling off period includes the day of purchase, which I wasn’t informed about which also this goes against accessibility & clear communication. Plus I’m not entirely sure it’s legal.

First rung of customer service isn’t able to connect me with the complaints team, which means I have to go through the technical team, who do. Repetition, opacity & also an enormous strain on my mental health. Coded language. Scripts. Terrible on hold music.

WHEN DID THREE BECOME SO APPALLING?

Re: Account complaint contact customer service

Geluk — Thu, 14 Aug 2025 10:46:47 GMT

Find an alternative perhaps? Merger with V Fone likely will matters worse 🙂

Re: Account complaint contact customer service

Paddiewack — Thu, 14 Aug 2025 11:57:26 GMT

Apart from that;all ok? 🤷‍♂️🙄

Re: Account complaint contact customer service

PeteG — Fri, 15 Aug 2025 08:14:49 GMT

Hello there.

Gosh, it's disappointing to hear you've had a poor experience. The automated service is set up in a way that will benefit the majority of people. There are however contact options available for users who are unable to use the automated service, or have difficulty using it. Those options are on the Wellness page.

Security is an important part of the process, but there's more than one way to pass it. If you're unable to receive the code, the team can go through a back process where they ask you questions instead. This will enable the team to assist with some things, such as network issues.

The cooling of period isn't counted from the day of purchase, that's likely why that wasn't advised at the time. The 14 day cooling off period is counted from the date you receive the goods. This is set out by a consumers Distance Selling Rights, and is also part of Three's return policy.

It's disappointing to hear you weren't able to register your complaint right away. To register a complaint, you can do that on the dedicated complaints page.

Pete.