Customer complaints fiasco

Hackedoff · ‎08-09-2023

After more than 6 weeks of nothing but issue after issue with three I want out..customer services have raised complaint after complaint but they don't resolve them, all I hear from them are excuses and lies. I want to email the senior customer complaints manager/director so does anyone have the email address? As calling the customer service numbers and speaking with rude, arrogant and ignorant staff clearly isn't working

I will not go into details as there are numerous issues ongoing.

Hackedoff · ‎09-02-2023

Hi all,

An update on our situation...

Both my wife and I have now ported away from three, and after more than 3 hrs of discussions with so called customer complaints management it has been confirmed in writing (via letter and email) that we will both have the termination fees waived. My own account has already had the final bill generated and the final fee waived as agreed, my wife's account is still awaiting the final bill to be generated (but the termination fee will also be waived) . Once this last act has eventually been done we will be 100% away from Three, and that can't happen soon enough for us!

I am sorry that it has been like this and continues to be like this for so many other customers. Three has shown no respect towards us as customers with its multiple lies and poor customer service from the lowest levels to their so called highest levels of complaints management. I know going forwards that three will never be a network I use again even after they merge with Vodafone no matter how good their offers maybe.

I wish those currently struggling with three to persevere and eventually you will escape them..

Hacked off....but free of three

JonathanB · ‎08-15-2023

Hi @Hackedoff,

I'm really sorry to hear that you've been having such an awful time trying to resolve your complaint. I appreciate you don't necessarily want to go into detail about the issues, but I'll be best placed to assist and direct you accordingly if I know what's been going on.

If you don't want to get into this in a public forum, then feel free to contact me by PM instead. Once I've got some level of understanding of the issues you've been facing I'll do my best to help.

Thanks,
Jonathan

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Hackedoff · ‎08-15-2023

Thanks for your reply and offer JonathanB,

I have already filled in a complaint with Three after the numerous chats, phone calls and store visits and I am now waiting for their response to that complaint. After 2 months of issues and numerous lies being told to us, both my wife and I have decided enough is enough and are leaving Three no matter what the outcome. I have spent far too many hours on chats and conversations by phone and in store to accept anymore lies and false promises. I will try to keep you updated with the outcome but once my number has ported away I don't know if I will be able to post further here.

Thanks to those that have spent time reading my posts and trying to assist, it is appreciated but ultimately the failure of this contract is 100% Three's.

Hackedoff · ‎08-10-2023

Thanks for the suggestion Geluk, however I don't use social media..I was hoping there may have been an email address I could have used.

Update on the situation..

Three has decided that termination of both my wife's and my own contract (2nd line user) is preferable to arguing a lost cause due to their negligence and therefore we are able to terminate without paying their fees. They are still not prepared to admit the contract was screwed up from day 1, but allowing termination ends these issues for us.

If anyone has an email for the complaints directors I am sure there are plenty of others on here that will happily make use of it.

katllewellyn50 · ‎08-29-2023

Sorry to tag on, but I've been having an ongoing issue for 19 months! Have paid almost £600 since they originally agreed to end my contract and am still unable to close the account (they keep saying that they will on the phone but never do). I just want to get out of a monthly payment with them but have been unable to find anyone that can actually resolve it. Have emailed complaints but they refused to take it as apparently it's a different department (that they don't have the email address of?!). Really don't know what else to do so any advice on complaints would be amazing as this has been the worst customer service I have ever encountered!

JonathanB · ‎08-29-2023

Hi @katllewellyn50,

I can't imagine how frustrating of an experience this has been. I'm really disappointed to hear that you've not been able to make contact with anyone at Three that can help in almost 2 years.

I'll PM you a link to a team that will take ownership of your complaint and do their best to help. I'm sure that the contract can be cancelled, and they can look into any evidence of when you've been in touch before.

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

Thanks,
Jonathan

Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.

Avondale · ‎08-29-2023

Hi @katllewellyn50

I am tagging @JonathanB so that your issue does not get overlooked.

Avondale · ‎08-11-2023

Hello @Hackedoff

I wonder whether this is a problem to which @JonathanB might be able to facilitate a resolution ?

Hackedoff · ‎08-13-2023

Thank you for your reply Avondale,

Even the local three store has been unable to get resolution, so as we have now got written evidence from three to port away fee free both my wife and I will be leaving three. The whole sorry saga has been caused by three from moment one and every time we tried to resolve it they caused more issues.

For both my wife and myself the only resolution that will satisfy us is to leave three.