Help Needed: Unauthorized Contract Upgrade by Three, Seeking Advice

Keilkarto — Mon, 25 Nov 2024 18:53:27 GMT

Hi everyone,

I need some help and advice regarding an issue with my account at Three. Here's the situation:

1. Contract Details: I had two contracts with Three, one of which ended on 10 August 2024. I stopped using the number associated with that contract after it expired.

2. Unauthorized Upgrade: After the contract ended, I received an email stating that the plan had been upgraded. I contacted Three to ask who authorized the upgrade, as I did not give permission for this.

3. Response from Three: Three informed me that the upgrade was made by a third party and claimed it was not a case of fraud. However, I didn’t receive any calls, emails, or requests to confirm my identity for the upgrade.

4. Financial Impact:

They have sent me a bill of £182, and on my credit report, it shows a back payment of £17 linked to Three.

This is affecting my credit score, and I am very concerned.

5. Attempts to Resolve:

When I contacted Three and asked to file a report for identity theft, they gave me a previous case number and abruptly ended the live chat.

They did not provide clear answers or proper support.

6. Proof and Concerns:

I have proof that I did not authorize the upgrade, as I stopped using the number after 10 August 2024.

Why didn’t Three verify my identity when the third-party upgrade was made?

Questions:

What should I do next to resolve this issue?

Has anyone experienced something similar with Three?

Does anyone know Three’s complaints email or other effective ways to escalate this?

I’m really frustrated and worried about how this will impact my finances and credit report. Any advice or suggestions would be greatly appreciated.

Thank you in advance!

Re: Help Needed: Unauthorized Contract Upgrade by Three, Seeking Advice

jr0 — Tue, 26 Nov 2024 12:52:04 GMT

Hello
Sounds like you have contacted Three support. Have you tried make a complaint here, https://www.three.co.uk/support/complaints/complaints-form#

If you think you are being victim of fraud (like ID fraud/theft) I'd recommend you to have a look at UK action fraud website for more info.

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Help Needed: Unauthorized Contract Upgrade by Three, Seeking Advice

Re: Help Needed: Unauthorized Contract Upgrade by Three, Seeking Advice