I honestly don't know where to turn and I am really struggling mentally now.
I had reported to Three back in March 2023 that I received a letter about a new direct debit account being set up in my name and address, which was a shock to me given the fact that I already have an account with Three with my actual number? Turns out a new contact had been set up without my consent against bank details that are not mine??? How this doesn't get checked with the bank is beyond me and frankly feels like a data breach?
I have reported this 3 TIMES since March, each agent saying "we'll raise this now and you'll hear back in 14 days". 3 months go by and no call/text/email nothing. I did everything I was told once I suspected fraud - contact Action against Fraud - Told my credit files what had happened - reported it to Three. I can't tell you how many cases I have raised with the credit filers to just get the same message back saying "they have no knowledge of you reporting this as fraud". I feel like I'm going in circles with no way out.The other phone contracts that have been set up in my name from other companies have successfully been closed with no struggle whatsoever.
What's even worse is that an agent I spoke to on the chat system advised the account had been closed last month - great news! Until I got a debt collection letter today advising payment was outstanding with Three, and you guessed it, for the account I did not set up! I called Three again today for them to just turn around and say "we'll raise this now and you'll hear back in 14 days". The lady was lovely, but couldn't confirm to me what happened to the last 3 requests for this account to be closed... and also couldn't explain why the agent on the chat system lied to me, I'm just really glad I took screenshots. I asked for a complaint months ago which still hasn't been honored.
I honestly don't know where to turn now, this company has let me and I'm sure hundreds of people down in the same situation. I do have a genuine account with Three which I will be closing as soon as my contract finishes, and if I'm not going to hear back from them for the 4TH TIME I will be going to the financial Ombudsmen or to go get some legal advice since this is now holding me back from applying for a mortgage and not the mention the impact this has had on my mental health.
Please, I am begging if anyone knows anyone on this forum that can help or escalate this further I would be really grateful, I just don't trust anyone I speak to anymore given the fact that several agents have lied about the situation of this fraudulent account.
