topic Re: Phone stolen - Proof of barring / proof of usage in Account and services

Phone stolen - Proof of barring / proof of usage

Kenny1 — Wed, 17 Aug 2022 02:30:49 GMT

My phone has been stolen over a month ago and I have been inquiring for proof of barring and proof of usage to go forward with my insurance claim.

I have contacted three 5 times!! That's right, 5 times and I still have yet to receive this information. The customer service is appalling. I have been told multiple times between each call I would have to wait 72 hours and that they would get it sorted and I wouldn't have to worry but it's been OVER a month now and I can't progress on with my insurance claim. I am a paying customer and this is unacceptable. This is very infuriating and I am very close to cancelling my contract with Three.

Please can someone assist me?

Kind regards

Ken

Re: Phone stolen - Proof of barring / proof of usage

JonathanB — Wed, 17 Aug 2022 13:51:15 GMT

Hi Kenny1,

Welcome to the Three Community.

I'm so sorry to hear about the theft of your phone, and moreover all the delays with you receiving the proof documents to pass on to your insurer. I'll send you a PM with advice on how we can get this moved forwards.

Thanks,
JonathanB

Re: Phone stolen - Proof of barring / proof of usage

Thiagoct — Wed, 28 Sep 2022 17:36:33 GMT

this is unacceptable, I lost my cell phone on September 18th, every time I call it tells me it will take 72 hours, today I lost my cell phone for 10 days, the company doesn't care about the customers it has, they treat us like garbage , several times I called three and they told me that I would receive the proof of use by email this evening and I received no information . I really don't know why I'm still a three customer.

Re: Phone stolen - Proof of barring / proof of usage

Avadh — Fri, 07 Oct 2022 08:15:12 GMT

Hey

They are trying to fraud with us i was asking 3-4 time proof of usage still not get maybe we need stop paying bills

Re: Phone stolen - Proof of barring / proof of usage

robertkabz — Thu, 13 Oct 2022 07:29:09 GMT

Hi My name is Robert. I lost my phone over a month ago! I contacted three to get proof of usage and proof of barred. They promised to send them to my email in the next 72 hours.. it’s four weeks now and I’m still getting told the same story. Last week Friday I was told to go to a three store to get a replacement SIM card which I did! I called three and they said I would get the information by Monday, on Monday I received nothing! I called again and they said Wednesday, Wednesday I received nothing, I called again and they said they’re sending it as soon as possible! Up to now nothing! The insurance company are very close to closing my claim! I’ve been with three for over 10 years and I can’t believe this treatment. I’ve made my mind up I’m cancelling the contract because this has caused me alot of stress

Re: Phone stolen - Proof of barring / proof of usage

Mollygarnett — Wed, 19 Oct 2022 18:33:59 GMT

I am having the same problem! Did you ever get a resolution?

Re: Phone stolen - Proof of barring / proof of usage

charliefoxtrot2 — Sun, 30 Oct 2022 15:42:55 GMT

Please can someone contact me with how to get a copy of this. I've called up and been in to store multiple times and all I am offered it a bill. My insurance company specifically says that a bill is not prove of usage. "Proof of usage is a letter from your mobile provider, on their letterhead, confirming dates of usage" is what my insurance wants.

Re: Phone stolen - Proof of barring / proof of usage

sankeerthan — Fri, 18 Nov 2022 10:12:26 GMT

Hi JonathanB

I facing the same issue. I am talking to complaints team for one hour everyday. It has become my morning routine. All the them promise me that i will receive the email in 2 hours but I won’t recieve it. Please send the proof of usage and proof barring ASAP.

Thanks

Sankeethan

Re: Phone stolen - Proof of barring / proof of usage

JonathanB — Fri, 18 Nov 2022 10:28:17 GMT

Hi @sankeerthan,

I've replied on your private message with further guidance. I hope that this helps you receive your proof documents soon.

Thanks,
JonathanB

Re: Phone stolen - Proof of barring / proof of usage

Ronakpatel — Wed, 03 Jul 2024 16:59:51 GMT

Same problem but no solution i cant claim my insurance without this......

Re: Phone stolen - Proof of barring / proof of usage

givemeproofofus — Thu, 13 Feb 2025 21:06:25 GMT

Did anyone have this issue resolved? I'm going to pursue legal advice as Three have lied to me on each occasion I contacted them, including saying the device was not a Three device despite me taking out the contract with them and them PROVIDING THE PHONE!

I have been told several times there is no data (????) attached to the sim/phone so I cannot be provided with proof of usage and they are refusing to send any form of confirmation of this also. I am absolutely appalled and quite frankly horrified they cannot track their own phones??? Or sim cards??? The most bizarre and horrendous customer service I have EVER experienced

Re: Phone stolen - Proof of barring / proof of usage

PeteG — Fri, 14 Feb 2025 10:11:02 GMT

Hello there.

Welcome to the Three Community.

Oh, that's really strange. Normally when you get a phone directly from Three, it's saved on the system so that we can more easily help.

Going back to when you took out the contract, how did you complete your purchase? Online, Phone, or Store?

Pete.

Re: Phone stolen - Proof of barring / proof of usage

givemeproofofus — Fri, 14 Feb 2025 10:27:14 GMT

Hi Pete - the purchase was made online and was an upgrade for a previous contract. Allegedly no proof of usage can be generated for either of the sim ports or IMEI numbers despite the phone having my original and active Three sim in for my number.

Re: Phone stolen - Proof of barring / proof of usage

PeteG — Sat, 15 Feb 2025 10:57:03 GMT

Did you have the phone repaired or replaced at any point in the past?

Pete.

Re: Phone stolen - Proof of barring / proof of usage

givemeproofofus — Sat, 15 Feb 2025 11:31:46 GMT

No, I didn't. It was barely 1 month old. My bill shows calls being made from the number up until the point it was stolen so I don't understand why I can't receive a proof of usage. I don't know what to do, the sim was in the phone without a doubt and had been used hundreds or even thousands of times.

Re: Phone stolen - Proof of barring / proof of usage

PeteG — Sat, 15 Feb 2025 17:25:29 GMT

Can you confirm what date the phone was ordered and first used?

Pete.