I would appreciate some advice please (if there is anywhere to go).
I cannot emphasise how much stress and upset Three has caused me over the last few months, and today, it is clear that their "customer service" is run by those who are arrogant, rude, and clearly do not give a damn when you tell them that they're affecting someone's mental health badly.
Three's emails, texts and communication NEVER makes any sense, and after today, I am concerned that I have been caught up in some kind of scam:
1. I had an email a few weeks back to say that I had an overdue balance. Before this, I also had an email saying that June's Balance hadn't been taken, even though I have paid this.
2. I contacted Three via Live Chat. I have diagnosed ADHD, and long term poor mental health. I do not cope well on the telephone and most creditors understand my communication preferences. Not three, they literally ignore this anytime I tell them I cannot cope on the phone at the moment. Even when i have phoned, I have wasted half an hour on the phone, because the agent at the other end doesn't understand anything I am trying to say.
3. On this live chat, I asked the agents to explain their terminology, and asked repeatedly for them to clarify their information. To which they ignored, and then tried to end the chat before I was finished. They basically said that they had refunded an amount to my bank account at the end of October via a chargeback, which is an absolute lie. I even sent them my bank statements to prove this. They then said I had to contact them a few days later for an update, which i did, and they said they needed longer. Therefore, waited until today, and got back in touch. The agent today was again, arrogant and rude. He basically said I owed £105.91 and refused to explain any further or provide me with the clarification I provided. I argued and said I did not request a chargeback to which he responded along the lines of "Well, it's on our notes, so you must have done." I ended up making the payment via BACS, even though, I am still not sure I owe anything. However, they will cut me off otherwise.
I had also made a complaint on 23rd October about poor customer service again, because the same happened. The agent clearly didn't give a damn and didn't answer my question. When making the complaint online, I made it very clear that I wanted a response in writing. I hadn't heard anything so i asked the same agent about four times what the latest was with this complaint. He said that because i didn't answer my phone when they called on 30th october, they closed the Complaint. No Final Response letter, or even a voicemail. So they ignored my communication preferences again.
4. I was so upset today, that i did actually call 337. However, as friendly as the agent was, he didn't have a clue, and the pair of us couldn't communicate because he wasn't listening, or understanding my concerns. I told him in the end that as friendly as he was, I was ending the call because he wasn't any help.
I then sat in tears for an hour, and have felt helpless since.
I've tried looking at my dashboard again, and I still don't understand it. I've made a payment every month, but the balance is still too high.
I have one more week until I can refer this to the ombudsman, based on my original complaint on 23rd October. I don't have a Final Response letter, or an outcome. Only a screenshot of the agent saying they closed the complaint. Not sure if the Communication Ombudsman would accept this. However, I will be including today's issues in as an "Ongoing complaint" as I have used the ombudsman service many times before.
Vile, disgusting, company, and I am now tempted just to let the account be suspended, and fall into arrears and get myself another phone in the meantime. I don't need the number. I cannot afford to pay them hundreds when I don't owe it.
Any help would be appreciated.
Many Thanks
Mark.
