How do I access the Three signup offer, where they pay your final bill from previous ISP?

[Veench]

I am going through a huge issue where none of the customer support people seem to understand me.

Two weeks ago I switched my broadband from SKY to THREE, because of their signup offer which offered to pay my final bill from my previous ISP.

They requested a "final bill proof", which I have sent 3 times now.  Every time I send it, I receive the following reply:

"We’ve reviewed your application and require further information to complete the credit process. We require [ Final Bill stating close Date or Service remove date]. Please reply to this email at your earliest convenience."

I don't know what it is they require from me, as I've already sent the final bill several times.  Customer support don't seem to understand what I'm talking about either.

I'd really appreciate some help with this,

Thank you.

[Pez]

same issue for me - how on earth to redeem this offer and submit my final bill form previous BB provider?!?

[Pez]

same question - how to submit final bill? I hate it - HATE - when you get lured in by this crap and then its almost impossible to redeem the offer - it's almost like you imagined it. WHy????

[MichaelP]

Hi @Pez,

You can read more about the switching offer here.

You'll see the email address to contact with your final bill, and more info about the terms of the offer and the timescales involved.

Thanks,
Michael

[JadeF]

Hey @Veench 

How frustrating!

Did you email your final bill to us within 30 days? If you submit your bill before 30 days, it will be put in a queue and reviewed by our Care Support team once 30 days (the returns period) has passed.

Did your email include the contact number on your Three account, alongside your account number? You can find your account number on your first Three Home Broadband bill.

Will do my best to help, Jade.

[Veench]

Thank you so much for offering to help.

I'm fine with waiting the 30 days, but I'm not sure if that's even what I'm waiting for at the moment as they keep sending me the "We require [ Final Bill stating close Date or Service remove date]" email, so I don't know if they've actually accepted the bill I've sent them in order to be reviewed.

It would be a lot more comforting to know if they told me they have accepted the final bill and I just have to wait 30 days for it to be reviewed, but my concern is that they've not even accepted it in the first place to be reviewed.

My email did include the contact number, alongside my account number, yes.

[PeteG]

It might be worth getting in touch with them on the details provided just to make sure. I have a feeling there might just be some overlap in the timing of things, but it's better to be safe and double check it. 

Pete.