Arrears!!!!

[Ves]

So I ordered a new handset end of March. I then missed a call from 3 which then meant the phone was recalled from the courier without being delivered. I spoke to 3 agent who advised that due to Fraud procedures the phone was recalled but another could be sent. No problem, another was sent out. 

I since tried to make payments on the device as agreed per month but no plan was showing on the app. I contacted 3 chat who said payment would go out on 13th July. It did not so again speaking to a agent they advised again it is with the Fraud team. I advised its not fraud...you recalled handset and sent another out. 

Anyway after about 6 phone calls , calling into  3 store and submitting complaints which have not been registered btw I get a message this morning saying I'm in arrears by 2 months. I have paid this but I do not want it affecting my credit score due to a issue which was not my fault. I spoke to the 3 helpline but again could not get them to understand.

Anyone know how I can take this higher without instructing a solicitor? Thanks

[JonathanB]

Hi @Ves,

Did you manage to get in touch with the team that Michael has suggested?

Thanks,
Jonathan

[Ves]

Morning Jonathan, 

Unfortunately this problem continues to grow. The front page of 3 app shows Pixel 7 but when I go to device plan it shows Pixel 9. When I check payments it says I owe £81???, I have already paid this as explained by £51 then £30 but it still says I owe? It's getting ridiculous now as no one is communicating with me and after 4 complaints, numerous calls to service desk I can't get a answer on what is going on?

I do not want this affecting my credit rating due to a mistake made by 3

Thanks 

[JonathanB]

Hi @Ves,

I'm sorry this is taking time to be addressed. I can only give general advice on here, that in the situation you've described where the upgrade failed to be delivered or was recalled, the arrears ought to be removed and any credit file impact removed,

I'll have a look behind the scenes though and check this has been escalated, and that the relevant team is fixing this and will reach out to you.

Thanks,
Jonathan

[Ves]

Morning, sorry to mention this again but today I have had another email to say I owe arrears of £81 which is the exact payment I made a few weeks ago. I spoke to the helpdesk on Friday and they told me not to make a payment via the app as this just does overpayments??? plus its still showing as a Pixel 7.  I just cannot get this sorted. No one from the complaints or finance team has been in contact and the email advises it could impact my credit score?? Is there actually anyone who can help me? Thanks

[JonathanB]

Hi @Ves,

Sorry to hear this is ongoing, the issue should have been escalated to our device finance team, but to my understanding there is a backlog before they get back to you. If there's any incorrect arrears showing they should arrange for any incorrect info to be removed from your credit file.

Thanks,
Jonathan

[Ves]

Morning, just an update. I have had a message about debt and being passed to collection agency. This is absolutely beyond a joke now. This has being going on for 4 months now without resolution. I have tried to make payments and have but it still says I owe ..the three app is still showing the wrong device and now I am paying more monthly as it has rolled back my airtime so now it's £56 per month when if everything was sorted should be £46. No one is taking ownership or responsibility and I have spent over an hour on the phone again today. My next stop will be trading standards and seeking advice from a solicitor. 

[Ves]

Well another missed payment has occurred and not been taking out of my account. Customer services are useless. This has been going on for four months now and even though I've made manual payments my credit score is now affected as apparently three cannot see these payments even though I've submitted my bank statements as requested. What a joke all this is 😡😡

No one is taking ownership of this issue. 

[Ves]

Hi Jonathan, sorry for the late reply. Yep contacted the team and awaiting details but have just had another message about phone bring delivered to store etc and another about potential fraud.....

I am getting fed up of all this as I cannot seem to get it resolved and no one is talking to me. 

Thanks

[MichaelP]

Hi @Ves,

Thanks for making us aware of this, and we're sorry you've had these ongoing payment issues since purchasing your new phone. 

I'm going to send you a PM to request some more info on this, and we'll then look at how we can best help you.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael