topic Re: Disgusted by shameful and staggering incompetence. in Account and services

Disgusted by shameful and staggering incompetence.

Profondo69 — Mon, 19 Jan 2026 16:39:24 GMT

On canceling an out of contract mobile broadband plan it came to my attention that Three had been wrongfully billing me for both a 4g and a 5g line for a period over TWO years. Understandably I requested an immediate refund to my bank account of the over £400 funds. Three then failed to refund the money to my bank in the given (7 working days) time frame and instead credit my Three account with the £400. I requested (again) that the money be refunded to my bank account, to be informed this would take another 7 working days. After this period elapsed I was informed that this request was canceled by Three and on raising the issue a THIRD time I was assured by the customer complaints rep that considering it was the weekend that the refund would be put through as a priority today.

No surprises that there is no refund today, this is par for the course and to be expected from Three. On calling today I was informed that the refund will take (you guessed it) 7 working days and there's no option to expadiate this. I have been lied to, fobbed off, patronised and placated with empty empathy. I've raised complaints into this three times and three times I've received a text on immediately ending the call that "unfortunately we haven't been able to resolve your complaint". I've spent over nine hours total on the phone to these miscreants at Three customer service and as someone who is on the Autism spectrum this has seriously damaged my mental health. There should be accountability.

Three are now breaking UK law in this case as it is well over the 14 day rule for returning my funds under UK Consumer Rights Act. There is no accountability at Three, it is running in a lawless wilderness of incompetence with the only remit seeming to be protection of colleagues rather than any consumer protection.

Unfortunately I have a phone account still in contract with Three as rest assured I no longer wish to have anything further to do with them, It's just a damn shame I am powerless to do anything about that.

Re: Disgusted by shameful and staggering incompetence.

MichaelP — Tue, 20 Jan 2026 09:11:27 GMT

Hello @Profondo69,

Thank you for reaching out to share your experience. I'm sorry to see how frustrating this has been for you while chasing the refund.

Were you given an explanation for what was causing the delay?

Was it due to approval requirements? Are the bank details on the account the same bank account that the refund is being requested to?

I appreciate you've raised several complaints already and have shared the impact it has had on your health.

Please connect with Three's dedicated Wellness team, who will be eager to support you with your account and this ongoing refund issue.

You are also able to escalate the closed complaints if you wish, but understandably, it would be more suitable to find a resolution before that.

More info on complaints escalation and your rights with this can be found on the Complaints Code.

Thanks,
Michael

Re: Disgusted by shameful and staggering incompetence.

Carlost — Mon, 02 Feb 2026 22:44:47 GMT

I might be on similar boat here. I feel you, mate. Got unexpectedly charged more than £330 that were added as credit. It's been more than 7 working days already since I noticed and request a refund, but nothing.

I hope they solve your case soon.

Re: Disgusted by shameful and staggering incompetence.

MichaelP — Tue, 03 Feb 2026 09:32:52 GMT

Hi there @Carlost,

When were you last in touch about the credit balance, and what advice was given about the status of any refund request?

Were you told that this would be refunded? If so, were any timescales given or follow-ups arranged?

Thanks,
Michael

Re: Disgusted by shameful and staggering incompetence.

MichaelP — Tue, 03 Feb 2026 09:34:00 GMT

Hi again @Profondo69,

Have you had any progress with the refund yet?

Please let me know.

Thanks,
Michael