Email address for complaints

[Eleccy]

Hi is there an email address for billing complaints. I was moved to a new contract so lost my free roaming I have been told that the billing department were working on the problem to reverse this mistake but it's nearly three weeks now and numerous chats and phone calls promising I won't be charged for roaming but I already have. There is still companies offering free roaming so I'm thinking of moving even though I've been a Three customer for a few years

[NEDA]

I am writing to formally raise a complaint regarding several unauthorised withdrawals made from my account by your company. These transactions were made without any explanation or permission, and despite my repeated attempts to resolve this matter, I have not received any clear response.
I have contacted your customer service team many times by phone, asking for an explanation, but unfortunately, no one could provide me with any details about the reason for these charges. Most recently, I visited a Three store in person, where your team kindly contacted customer service on my behalf. After waiting for over an hour, I was advised to submit a formal complaint.
This situation has caused me significant frustration and concern. I kindly ask that you investigate this issue as a priority and provide:
A full explanation for why these charges were taken.
A breakdown of the amounts withdrawn and the dates.
A refund for any incorrect or unauthorised charges.
I would appreciate it if you could respond to this complaint within 7 working days. Please let me know if you require any further information from my side.

[JonathanB]

Hi @NEDA,

I'm sorry to hear about these unexpected payments. This is our customer forums, rather than a complaints form, but I'll do my best to help.

Please help me understand the situation a little better, then we should be able to provide further advice or point you in the right direction.

When you're describing unauthorised payments, do you mean your regular Direct Debit for a Pay Monthly account is higher than you expected? Or do these appear to be for a Three account that you don't recognise?
Have you been able to check on My3 to view your recent bills to check if they match with the payment amounts? From there you should be able to view a breakdown and itemisation of any charges.

Please let me know on the above, from there we should have a better idea on how to direct you.

Thanks,
Jonathan

[NEDA]

I appreciate your reply,my agreed monthly payment has been £39.67 since July 2024, but from January 2025, higher amounts have been withdrawn from my account without any explanation. Here are the details:
January 2025 – £53.17
February 2025 – £62.17
March 2025 – £57.67
April 2025 – £51.20
I have tried calling customer service many times, but I did not receive a clear answer. I also visited a Three store, and the staff there advised me to write a formal complaint.

[JonathanB]

Hi @NEDA,

Sorry to hear this. If this is a variance in your monthly Direct Debit then we wouldn't neccessarily agree this is an unauthorised payment, Direct Debits are authorised for covering your bills rather than just airtime.

I totally appreciate that it's never good to be paying more without knowing why though. I'd recommend to download our Three App if you haven't already. You can access your last 12 months bills, and get a better understanding of any charges outside your allowance, and you can also set a spend cap from the app which can help prevent many inadvertent charges.

We won't be able to view your bills and payments directly from the Community, as this is a public forum, but if you still wish to raise a complaint, then you'll find options here.

Thanks,
Jonathan

[NEDA]

Hi, I think you didn’t understand what I meant. Since January 2025, higher amounts have been withdrawn from my account by Three without any explanation. I contacted Three customer service, and they said they don’t know the reason for this extra charge. They gave me a number, but even the staff at the Three store didn’t recognise what company or charge it was related to — they were confused too.
I believe I have the right to be upset, as money has been taken from my account without a clear reason. Please check my account details and explain exactly what these charges are and why they were made.

[PeteG]

Hey there. 

It's really strange that the team are unable to advise what the charge or increase is for. Every charge should be listed on the phone bill each month. Are you able to attach a copy of your bill here? Please make sure to hide any sensitive information such as phone numbers, accounts numbers, etc. 

Pete.

[Miro]

Good luck with that they don't reply and after going to mobile ombudsman you need a letter of deadlock from 3 its a complete waste of time 

[JonathanB]

Hi Eleccy,

I'm sorry to hear you're having trouble getting this complaint resolved. There's a complaints form you can fill in on our how to complain page, if you'd prefer to continue over email.

I'd be happy to look into your Go Roam situation in more detail too, can you help me understand it a bit better? Did you arrange the new contract or upgrade before the 1st October 2021 cut off? If you don't mind explaining a bit more about what's happened, I'm sure I can get you the best outcome for this.

JonathanB

[Sanambmonem]

Hi I'm not happy with Three at all because they have terrible customer service and every month instead of taking £32.34 from my account they take a lot more and charge extra money!!!!