Call from 3 following upgrade

[DA]

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?

[usmanale3]

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.

[Lmac]

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

[JonathanB]

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.

[ZiggyUK]

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. 

[SparklySilver]

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!

[--Tony__]

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.

[Triggy]

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

[Duggy]

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??

[BazC]

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.