Absolutely APPALING service, reduced to tears now

[ovcovc]

I am literally reduced to tears after MONTHS of struggle trying to set up a recurring datapack.

In December, for whatever reason, datapack did not recur. I got double charged while trying to add it again (Three says transaction failed while actually gone through) and spent weeks claiming money back via charge-off through a bank.

Next month, even though I did have a recurring datapack, turns out it wanted to recur it from BALANCE and not from my card, despite card being registered.

It cut me off Sunday am when my bank app was on maintenance. I spent morning without service and then THREE HOURS trying to buy a datapack again, "review your baskedt" swirlie ring on for hours, then it kept declining my card (same TSB debit card that it already had on file) despite me authorising it in the app and nothing being wrong with it. the same card is successfully attached to my daughter's three and bills normally on that account).

I was eventually forced to buy a non-recurring datapack because it won't let me buy a recurring one.

Now it expires tonight and I have been unable to top up the last THREE DAYS, I been trying from three different devices and browsers for HOURS and only get a swirlie ring when I try to "review my basket" and never get to actual basket, it is always stuck.

I call 333 and of course I am told i have "Complete digital support" (meaning, NO support) and I am being talked to by a recording robot like I don't know how to use a computer. What a load of. I am crying now, I do not understand why do you have to treat people like trash all the time, what is wrong with you? I switched from Giffgaff and service is better but the support if AWFUL AWFUL AWFUL.  It does not exist. There literally is NO option to talk to anyone. All posts here suggesting that there is , are a lie. 

Do no switch to Three. You can't imagine being treated worse. 

[ovcovc]

latest update!!

I had to wait until I was completely without service AGAIN to even be able to add a new datapack to my cart. Until then it was all simply stuck.

EXACTLY the same issue now, it is midnight, and I can't buy a recurring datapack, I am simply blocked from it. It is telling me all of my cards are declined, even though nothing is wrong with any of them and one of them is being already used on another Three account. It is not even requesting authorisations for them (some of them would should attempts).

But I thought  like last time if I select a one-time pack it will magically just work. It doesn't. I tried every card I have, they all have money on them and they all work everywhere else, including on other accounts on Three, they just don't work on my account. I can't even buy a top-up., I can't buy a one-time to-up, I can't buy a recurring to-up and no attempts to authorise these transactions are even being made. And I by the way don't have a car and I don't live anywhere near the store and I am without service AGAIN.

Obviously I will be switching out of this nightmare but I do need U.S. roaming (the only reason I am still here) and I just really really don't understand why the company refuses to help me. Can't someone call me and help me? Can't I just run the card over the phone? Why won't they help me? Why won't they allow me to speak to someone? I guess I have to spent hourw without service again, then go to a shop and buy a voucher for cash or somehting, like 20 years ago? Like Three banned me from the modern world? 

I can't believe I enticed my daughter to switch to this nightmare too. 

This is a NIGHTMARE. And that in all the days I have been posting here no one from the company STILL would reach out and help is appalling.

This is not a thing where you can blame a customer for having problems with the service.

If the service doesn't work for someone, you should help them make it work.  Why am I the only person in the universe - even in my own family - who is perpetuaally unable to add a recurring datapack? Maybe someone should take an interest in that. Clearly since that charge-off something is wrong with my billing. 

[ovcovc]

I managed to get to automated phone top-up line calling 333 (after 2 hours at this AGAIN which is now every month) and if i navigate to doing a top-up with the saved card (the very same card that used to work fine and works fine on another account), the moment I enter the 3-digit verification number and hash it just DISCONNECTS.

Clearly three thinks I am some sort of an international criminal.

[ovcovc]

Update. It is worse than I thought!

There is always a new low with Three every day!

After hours more of pain I downloaded an app - which is 100% useless to deal with payment methods since it kicks you back to a mobile web browser for those, and using the mobile browser on the same device as the app in which I was approving card paymmnet is what caused me to be double charged in December.

Nor can I find payment methods or stored cards in any of the menus anymore, the link the app gives you is broken.

But in the app, when I tried to add a new recurring data pack, it said I cannot add it because I can't have two packs at the same time! What moron thought of that? My pack expires tomorrow! TWO MONTHS AGO I have successfully done it, the expiring pack was canceled and new one added, why not anymore?!

So now - remember this people - there is NO way to have continuous PAYG service with datapacks if the system blocks you from adding a new recurring datapack (as it did me a month ago, it simply won't let me confirm the recurring payment method anymore since the chargebac. Which Is not moot since I can't really add anything to the basket at all). The only way for me was to buy a one-time pack and now I have to wait until it expires and be left without service overnight before I can't even attempt to beg them to let me have a new one?

I literally feel these people owe me money now, I spent at least 12 hours on this total in teh last there months, I still can't have the recurring datapack properly setup and I can't buy any packs and about to run out of service.

And anything anyone here posts about something being wronbg with my browsers or card and what I am trying to do will be a LIE - as they always do, they lie all the time - because I used all these browsers successfuly on Three before, and  I have a second account that my daughter uses, where the same debit card is attached and datapack recurrs as normal.

They are just torturing  and endlessly gaslighting me for no reason. Not sure what that @JonathanB person is supposed to do about it.

But truly, I have been trying to prevent having to have a break in service for THREE FULL DAYS and now it just says no, I am not allowed that. Have to wait until I have no service.

W.T.F.

"Humiliated" doesn't even start to describe it.

And the whole reason is started in the first place is these people stole 10 pounds from me in a double-charge they then failed to record or apply to my account, and I had to charge it back.

Now I am an "undesirable". That is the only explanation. 

[PeteG]

Hello there. 

What a strange issue to be having. The process is generally quite reliable as far as I know. The system gave the option to have the recurring top up to be taken from credit, or to be taken by card, and this would determine how it's taken in future as well. Card details would be saved if the option to have the payment made by card was selected. I'm not sure why the system wouldn't now be following that process for you, and I'm unsure why it would collect the payment more than once. 

You've already spoken to the support team, and that's been unsuccessful in getting it resolved. I imagine this is because the team are unable to actually see what's going on, and as far as they know, things are processing as they should. 

The only suggestion I have is to pop into store the next time you want to top up or want to enable a recurring data pack. You can use that as an opportunity to demonstrate the issue to the team there, and they can document what's happening. 

Pete.

[ovcovc]

This response has nothing to do with the problem.

The double payment was simply because their system said payment failed but then posted the transaction anyway.

And yes, turns out that somehow my daughter's account was set up to recur from cars and mine from credit, which I was unaware of and no one at this company would talk to you to explain. But that was not the issue.

Now the issue is that I cannot do ANY transactions. I cannot add any datapacks from any device to my basket and view that basket, I can't even get to payment. It has been like that for DAYS.  The site doesn't work. The app doesn't work. Nothing  works and no one would talk to me because I have "digital support", and here people like you gaslight me.

I am completely blocked from any service.

And no I have not 'spoken" to support, don't gaslight me. How dare you. My whole  issue is that the support won't talk to me. 

Why on Earth is this supposed to be so difficult?  Why do you manage to blame the victim  here? It is evident customer service does not exist and I am in distress and there is no reason why I should be. It should not be confusing. It should not be rrocket science. I am a middle aged woman.  I should be able to just call and top it up by phone. Why are they so cruel?  This company should be sorry. But evidently from your response it is not. 

No one here did anything to help either. 

[Paddiewack]

Well I hope in some way you get sorted. 

[Paddiewack]

I’m just a customer like you. I was on payg until I switched to contract around 18 months ago and I genuinely feel the pain when you mentioned “complete digital support “. In truth as you illiterate it’s dealing with customer service via a chat option which is at best inadequate and at its worst it’s utter crap with frequent disconnects forcing you to start from the beginning with a different person. I’m going to tag a forum staff member to see if they can do anything because taking you on face value you sound incredibly frustrated and small wonder. This won’t be a quick thing but it might offer help going forward. @JonathanB  Are you able to help please? The only other thing I can suggest is to lodge a complaint via the Three homepage,  I absolutely wish you well.