Account name changed

[Leah1]

I have been paying for my kids mobile phones for years & all 4 accounts including my own were all in my name. Someone at Three has changed the name on the account to a different name & so because of that Three are refusing to discuss the account charges with me. I made a complaint explaining the situation but the reply is that due to security reasons I need to get the person named on the account to contact them - that person doesn’t exist!!!! I’ve given up trying to explain it & have cancelled the DD, maybe then they’ll get in touch with me. I will be taking my business elsewhere as and when the contracts finish as after 10 yrs of being a loyal customer I’m done.

[JonathanB]

Hi @Leah1,

Sorry to hear you've been having all this trouble accessing your account. That's really odd to hear as we haven't been offering change of ownership on pay monthly accounts for some time now, so account names aren't generally changed other than exceptional circumstances.

Have you been able to access the My3 for the number in question? If so you'll hopefully be able to view the account name after logging in, or by viewing a bill. Failing this, you could pop in to a Three store with photo ID, and the team can check if there's an error with the name on your account.

Was this a phone call or webchat when you were in touch? I'm wondering if there could be some sort of typo on our records as this will flag up more clearly on a chat than a call?

Thanks,
Jonathan