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?

[unhappysam]

I have also been caught with this today - and to be honest it's shambolic. 

I took out a new Three contract last night - everything approved and confirmed. All good. 

I'm in the gym today and a call comes through. I answer it but can hardly hear the person due to the loud music. I catch that it's someone from the 'Three fraud team' asking me for verification details. It was not convenient to talk but having been scammed before by giving out details, I don't do it under any circumstances. It sounded very dodgy.

I had intent to call Three to check if it was them but I was extremely busy with work today. Another call comes through while I am on the call to a client, so I obviously can't answer - from the same number. They leave a message saying it's the fraud team and to call them back... but on a different number... I'm thinking this is definitely suspicious.

11 minutes later, I get an email saying that my order has been cancelled with no explanation.

I go on live chat to ask about it. Half an hour to get through 4-5 verification steps - to be told that the call was genuine (ok - but Three should be aware that it sounds VERY dodgy, especially if you've been scammed before) - but that I had to place a new order and had to be transferred. 

I get transferred - another 10 mins to do so - and the person keeps telling me to call 333 - which I assume is Three's number - but I'm still on 02 at the moment and my Three contract has been cancelled (by Three). 

Now I'm at 45 mins and counting, so I give up. 

Issue I now have is that when my order was confirmed last night, I told my current provider I was leaving and they have started that process. I will be lucky to get a new contract in time for a business trip that I go to for a week - where if my phone stops, I am in deep s#!t. 

Appalling service from Three. Can't actually believe how bad it has been. 

That said, I've clearly dodged a bullet if this is how they treat new customers. So thanks for saving me future hassle. 

[Adichas]

I have had the same from 0333 338 1035 and 0333 338 1040

[Mt1]

Ive just had the same call and because it cut off now I got a message to say my order has been cancelled.  Doesn't say anywhere that after you go through credit checks and finish the order that a phone call is needed to be answered or it will be canceled 

[Helste66]

Yes it has happened to me today after upgrading my phone this morning 

[opus_angelorum]

I upgraded my phone yesterday through the 3 App and got a call from 0333 338 1040 which did initially come across as odd.

It would be REALLY helpful if the caller could confirm the order number and tracking number, this would at least be two sets of data a scammer would unlikely to have both of. The call was very much "Give me your details" and you give me very little back.

Some more assurance from Three on these calls is required for peace of mind.

FYI when I was asked for how much the new monthy amount would be, I lied and said I didn't know the exact number. This prompted the caller to give me a breakdown of the device plan and SIM plan costs, which reassured me it was a genuine call.

[NatalieR]

Hi I got a call from this number 03333381040 and was asked to talk about recent changes on my account when I ask what recent changes the call handler on the phone said she couldn't tell me before I did verification which ok fair enough but I wasn't comfortable with giving out my postcode and date of birth for my upgrade which I already had two emails for and delivery confirmation for. Why do you need to call to "check" a customer has upgraded? I had already received two text messages from three regarding changes on my account so if it was a fraudulent upgrade I would have called three myself and verified my details. Not a very professional way of handling customer service for upgrades considering the call handler was pushing me to verify my details. Alarm bells sounded and if this was a number from three ot felt very spam like. 

[JonathanB]

Hi @NatalieR,

I'm sorry for any concern this sort of check has caused. We proactively make these checks as customers may not get in touch quickly enough to halt a fraudulent order. I totally appreciate this can be a nuisance when you've placed an upgrade, but this is to help prevent a lot more disruption to service and billing which can be caused by a fraudulent upgrade. 

I can appreciate the caution about a call requesting details though, if you have concerns about incoming calls, please call customer services, they'll be able to check if it was genuinely us calling.

Thanks,
Jonathan

[1ucY]

I upgraded my phone today and had the email confirmation as well as texts saying that the order was placed and if it wasn’t me who did that then to give them a call. Then had this number call me but I wasn’t able to answer anyway so I’m not sure why. I’ve not had calls in the past when upgrading my phone so I’m rather confused myself and unsure if it’s fraud because the texts also now come through separate to the original one that tells me when my bills up etc…

[JonathanB]

Hi @1ucY,

Sorry for any confusion or disruption this may have caused. It sounds likely this will be a genuine check from our Customer Protection Team, as it was right after an upgrade, this won't happen every time you place an order, but the team may get in touch depending on a few factors just to try and help keep you safe.

We can't 100% confirm on the Community whether a call would be a genuine one, but the best policy is to call customer services if there's any concerns, they'll be able to check if it was genuinely us calling.

Thanks,
Jonathan