topic Re: Call from 3 following upgrade in Account and services

Call from 3 following upgrade

DA — Mon, 22 Jul 2024 15:43:37 GMT

Hello, I upgraded my phone with 3 this morning. This afternoon I have received a call regarding potential fraud. It is possible i misheard, but i am wondering if it is indeed 3 checking that it was me that upgraded and nothing dodgy has happened.

Edited to say the number that called is 0333 338 1040

i have also received 2 text messages from 3 saying if i hadn't placed the order to ring them asap.

has anyone else had this please?

Re: Call from 3 following upgrade

LP — Mon, 22 Jul 2024 16:46:42 GMT

I’ve just had the same call from the same number. When they asked how much I was going to be paying monthly for my upgrade I thought something was off. I said that I wasn’t comfortable sharing that information as I was unsure she was actually calling from Three. I’ve now received a text from ‘Three Uk’ which doesn’t make sense. All previous three text messages have come through from ‘From Three’. I feel that this was 100% a scam

Re: Call from 3 following upgrade

PeteG — Mon, 22 Jul 2024 17:43:54 GMT

Hello.

Three complete checks with some orders, part of that process is contacting the customer back on the phone number on the account and verifying if the order was indeed placed by them.

The number you've noted is a Three number.

Pete.

Re: Call from 3 following upgrade

nicki7678 — Tue, 23 Jul 2024 18:55:03 GMT

hi, i have also done an upgrade with the number 03333381040. i called 333 and asked to confirm a name, and to be called back. the name i recieved was abishiek (?) and was called back by abishiek from 333 on 03333381040. he tried to use voice banking (?) to place my order and i was told to say my card number and sort code. i was texted by my bank asking if i made the purchase, and texted by a random landline asking if i made a payment..

Re: Call from 3 following upgrade

Kiminijane — Fri, 30 Aug 2024 07:44:29 GMT

I got a call this morning from this number - 0333 338 1040 - and it felt really off.

If it is indeed Three they need to work on their customer service and approach style because I took the call and immediately believed it to be fraud. Everything that’s put out by our banks and by three themselves tends to indicate not to take calls that make you feel uncomfortable or share information that you shouldn’t over the phone, it needs to be better.

Re: Call from 3 following upgrade

BazC — Thu, 19 Sep 2024 17:35:45 GMT

I just had the same. He said he was from the fraud team so I asked him what alerted them to my order that was highlighted as fraud. He said there was nothing that alerted him. So I ask what was the reason he was calling. He said because I made changes to the order. I asked what changes and he said he can’t tell me. Then the phone just went blank.

this seams a very dodgy way of protecting customers.

Re: Call from 3 following upgrade

Triggy — Fri, 20 Sep 2024 10:45:51 GMT

I just had this same one a few min ago after completing a upgrade. didn't answer. Usually get a text from “ FROM THREE” but i got a text from Three UK straight after. With a very sus reply….

“ Hi it&039;s Three.Thank you for your recent upgrade.If you didn&039;t place this order please call us urgently” if this is really three.. sort this out

Mod note: minor edit to soften tone

Re: Call from 3 following upgrade

Duggy — Sat, 21 Sep 2024 14:37:06 GMT

I’ve just had the same call, I asked how I could be sure it was really Three and he sent through the same text:

Hi it&039;s Three.Thank you for your recent upgrade.If you didn&039;t place this order please call us urgently on 0333 338 1035

He asked me to confirm the delivery address for my new order and I refused saying it’s the same as my billing address so not sure how it would be flagged as fraud. I then asked if I could call Three directly and he said yes, call the number on the text (no thank you!) or call 333 and ask to be put through to the Security team but they are only available Monday- Friday… So why is he calling on a Saturday??

Re: Call from 3 following upgrade

--Tony__ — Tue, 24 Sep 2024 08:41:34 GMT

Talk about unprofessional. just WOW Three!!!!

I just had a call from this number as was sure is was a scam. They were totally incomprehensible, it sounded like they were saying they were from "world complaints" I even asked them to confirm it was world complains which they did, they gave the last three digits of what I now see is my mobile number (a data sim I don't know the number of) saying it was an account number... WHAT!! Plus they were calling on that number so of course a scammer would know the number they are calling me on!!!

I asked them to confirm my name to prove they were genuine and they could not provide any information and said I had to prove my identity. JUST WOW!!!!
It is just unbelievable how unprofessional Three are now.....in this world of phone scammers they expect us to trust an unsolicited call from then when they can't prove who they are.

I now know it was a genuine call as it was followed up by ad email saying they are unable to contact me.

Re: Call from 3 following upgrade

SparklySilver — Wed, 02 Oct 2024 11:45:40 GMT

I’ve also had an almost unintelligible call from this number.

This is not the way to retain customers. Apparently I have now failed the checks and my order is cancelled. I was told I can try again in 90 days. There is zero chance of that happening. I passed the credit check on the order.

I can’t help but wonder if the only reason I’ve just failed is because I misheard something and gave the wrong answer only because I misheard and didn’t realise I had misheard!

Re: Call from 3 following upgrade

Lmac — Wed, 23 Oct 2024 14:07:17 GMT

I also just had a call from this number, (I recently just upgraded as well) when I answered he didn’t if say who he was or where he was calling from, when I kept asking where he was calling from he kept pausing and then asking who I was. Very bizarre I thought it was a scam so I hung up but when I googled it, it brought me to this chat

Re: Call from 3 following upgrade

JonathanB — Thu, 24 Oct 2024 15:35:15 GMT

Hi @Lmac,

It's unlikely that a colleague wouldn't identify themselves. Unfortunately the practice of "spoofing" is becoming more prevalent, so the number your phone shows as being dialled from, isn't necessarily the one that is really calling you.

The best advice we can give is to report suspicious calls, and customer services will always be able to check if a call from us is genuine. We don't make sales calls and take the offer off the table if not immediately accepted, if you're not sure you can always contact us to verify if we're trying to get in touch.

You can read more advice about fraud, scams, and how to report them on this page.

Re: Call from 3 following upgrade

ZiggyUK — Mon, 28 Oct 2024 12:55:07 GMT

Why don't you understand that calling your customers out of the blue and expecting them to provide personal details to prove who they are is unacceptable.
This situation is made worse that the calls are coming from overseas and are almost impossible to understand the accent.

Pointing people to advice on fraud and scams is just ridiculous when your actions are making the situation worse. YOU need to do the work and not blame your customers, YOU need to put a procedure in place so the customer is confident they are really talking to a 3 representative and not a scammer.

Re: Call from 3 following upgrade

usmanale3 — Wed, 06 Nov 2024 13:32:50 GMT

This is is just pathetic. I upgraded yesterday and just got the call today. And the guy after introducing himself as sunny just jumped on me that I need to do some verification. I am like what verification? This is my number that I bought from you guys, I am the one who made the upgrade with one of your own customer service member who did all the security checks which is why everything went through. So why in the world would anybody want that afterwards?? I don’t know what three is thinking by irritating their customers in the name security check. And when I asked for reason he couldn’t give me no reason and said I can call him back using 333 and I am like what if I don’t? He said if you don’t it’s completely fine it’s up to you. So if it’s up to me why are you bothering me with all this? A text and email should be enough to let the customer know about the changes that they made. This is just childish.

Re: Call from 3 following upgrade

Ockie94 — Fri, 15 Nov 2024 20:31:43 GMT

I’ve literally just had this now! I didn’t answer the phone call but I to upgraded this afternoon - just thought it was weird for them to be calling after 8pm ?

Re: Call from 3 following upgrade

Lea88xx — Mon, 25 Nov 2024 15:55:26 GMT

I’ve just had this too- told to ring this number back

asked for my DOB and postcode- I asked to send me a verification code instead and then he told me to call back

Re: Call from 3 following upgrade

Stewart — Fri, 29 Nov 2024 13:07:17 GMT

Just had the same call feom the fruad department, after getting a message saying my phone will be delayed untill 18th dec!!!. Never gave any details. Called 333 number lady in the phone had no record of any of the delays or the call from the fraud team. Will i get my phone?

Re: Call from 3 following upgrade

PeteG — Sat, 30 Nov 2024 15:42:22 GMT

Hello, Stewart.

There wouldn't be any way for anyone here to check the status of your order, sadly. If you got a text that was actually from Three, then it's possible your order is delayed. If the call and text was from a scammer, it's unlikely that they could do anything to affect your order, and in that case the order would likely still be on track.

It can take a few hours for our security team to finish updating the notes within an account, so the person you spoke might have been checking the account before the notes were visible. It might be worth contacting the team again and asking them to check again to see if the call or text was genuine.

Pete.

Re: Call from 3 following upgrade

caroline789 — Tue, 03 Dec 2024 15:46:19 GMT

I just had a similar call, it's such a weird way to go about this as there was nothing when I placed the order for the phone that informed me I would be receiving a call. Like most people here I assumed it was a scam and was immediately suspicious when the caller started asking to confirm all of my personal details, she sent me a text from Three UK but as others have pointed out all other texts come from Three. When I questioned why she needed my details she said it was for my security, even when I said I wasn't comfortable giving those details over the phone. When she started asking about the amount I was paying per month and for the contract etc and I queried that surely she should have info she said yes she did, so why ask in the first place? If this is from Three it's such a weird system that feels automatically suspicious.

Re: Call from 3 following upgrade

AJC — Wed, 04 Dec 2024 21:21:50 GMT

Yes, me too. I wasn't happy about the questions. I'm hoping it is genuine