How long does it take to change a name and title?

[LostInTime]

Thought I'd get in ahead of time to ask this question in hopes that it could be done quicker.

I sent my Deed Poll and Covering letter off to Three's PO Box on 25/09/2024 with the signed for option (to ensure it got there safely). It arrived on 27/09/2024.

I am wondering how long it will take for Three to update my name and title on my account, as I would like to not be called by both and out of date name and a title that are both painful to see, and to be able to put money on my phone again as last time I tried the bank denied me for having an out of date name on my Three account (apparently Three takes whatever name is on the account and sends it off to the bank in order to request money).

Also I am going away soon so getting this done before then would be a huge benefit as I'd like to be able to use my phone abroad and cannot for the above listed reasons.

So I'm asking for a rough time-frame and to make sure it doesn't take a long time as I have seen other members on this forum say it has taken.

Will update if it seems to be taking a long time and I will more directly request help.

[LostInTime]

7 days. @KateS @PeteG could you see what is happening please?

[MichaelP]

Hi @LostInTime,

Thanks for getting in touch, and sorry to hear you've not had an update yet on your name and title change.

Please email proofs@contact.three.co.uk, confirming the details of your request, and the team will investigate this and get back to you.

Thanks,
Michael

[LostInTime]

Thank you MichaelP, I have now done this.

Will continue to keep track.

Thanks!

-Lost In Time

[LostInTime]

Hi @MichaelP it has now been 5+ days (5 days was the suggested time the auto reply gave) since I sent my email as suggested and there has been no reply nor changes to my account as requested.

It has now been roughly 22 days in total. Any ideas why this is taking/has taken so long?

Also any chance you could look into it and see what is happening?

[PeteG]

Hi. That's not so great. 

It would be difficult to determine what's taking so long from here without more information. At this stage though, it sounds like additional action must be required to get it done. 

The Community members are unable to see customers accounts in order to investigate. I'd recommend reaching out to the Support Team for an update on what's happening. They should be able to confirm what happened with the information you sent it and what's going on with the account. 

Pete.

[LostInTime]

Hi Pete,

Thank you for your kind and helpful response.

I have now been sent an email requesting more 'proof' though I'm not quite sure why as Three's own page about name changes says that I should only have to send my Deed Poll and a covering letter.

I have requested further information about why this is necessary.

I'll let y'all know what happens next.

-Lost In Time

P.S. Thank you for all your help, I greatly appreciate it!

[PeteG]

Hello there. 

Once the details have been received by the team, you could be looking at around 5 working days for the request to be completed. 

Pete.

[LostInTime]

Thank you for letting me know Pete.

i'm going to keep this open just in case it takes quite a bit longer. However, hopefully it gets done in the time-frame you suggested.

-Lost In Time.

[KateS]

Hey there,

No problem at all, please don't hesitate to reach back out here if you pass the time frame provided and haven't heard back from our team. We'll be happy to assist.

Thanks,

Kate