Leaving Three

[johnbw121]

Dear Three,

I am writing to formally express my dissatisfaction with the experience I’ve had trying to cancel my mobile broadband service.

When my contract was due to end, I decided not to renew, as I wanted to explore other options. However, the process of cancelling my service was needlessly complicated. During the live chat, which lasted approximately 30 minutes, I was bombarded with questions about why I wanted to leave and who I was switching my service to. I found these questions both intrusive and a waste of time.

I was informed that I would receive an envelope to return the router, which I initially had no issue with. However, I then received an email on 05/09/24 stating that I would be charged £105 if I didn’t return the router by 19/09/24, despite my contract not ending until 21/09/24. It’s clear that I needed to give a month's notice, but I must ask: why does it take a month to cancel when activation takes only a few days? Is this designed to generate additional revenue? This led to yet another 30-minute live chat session to resolve the discrepancy.

To add to my frustration, despite not having any active lines, I was still required to pay an additional month’s rental fee of £21.84 for the period 18/09/24 - 17/10/24 for 4 days service 3 weeks after my service terminated, which I paid to avoid any late payment charges. Once again, when I reached out via live chat, the customer service I received was unsatisfactory, to say the least.

This entire process of leaving Three has been unnecessarily time-consuming, stressful, and incredibly frustrating. I do not understand why it is so difficult to end a contract, nor why I was continually given unhelpful responses such as “it’s computer-generated.”

I hope you take this complaint seriously and address the issues within your cancellation process to prevent similar frustrations for other customers. As frankly, it shouts out greed and unethical conduct on Threes part!!

[Avatar67]

This is so disappointing to hear from three

[PeteG]

Hello, John.

Welcome to the Three community. 

It's disappointing to hear you've had issues while going through the leaving process. While your feedback can be forwarded on to the right team, we can't register your complaint within your account as this is a customer forum where customers mainly come to chat to each other. If you'd like to register the complaint within your account, you can do that on our Complaints page. You'll find multiple options for logging a complaint there. 

Pete.

[johnbw121]

OMG.....I would laugh if it wasn't so sad!

The only ways to log a complaint are though the chat which is over busy, useless and time consuming! Or by using the form, which doesn't allow for enough characters to actual fully complain, and I dare not call!!

I have now received an email saying my account has been charged £105 for non return of equipment within 30 days of my contract ending....BUT IT HASN'T BEEN 30 DAYS!!

As it is almost impossible to get any response, except it is "system generated", I post here so other customers know how little Three care and what they are up against when they try to leave!! 

Now a

[Uche5]

Three was a very bad option

[MichaelP]

Hello @johnbw121,

Thanks for getting back to us.

We'd recommend using the online form and offering a summary of your complaint, within any character limit. This will save any waiting time on the phone or web chat.

A complaints handler will then investigate and reach out to you directly to discuss your complaint further and support you towards finding a resolution.

If you return the Hub and get in touch with our Customer Support team, we can look at removing this charge once the device is registered as returned.

Thanks,
Michael

[Geluk]

This is a customer forum; you must contact 3 directly; try  calling 333.