Phone stolen - Proof of barring / proof of usage

[Kenny1]

Hi

My phone has been stolen over a month ago and I have been inquiring for proof of barring and proof of usage to go forward with my insurance claim.

I have contacted three 5 times!! That's right, 5 times and I still have yet to receive this information. The customer service is appalling. I have been told multiple times between each call I would have to wait 72 hours and that they would get it sorted and I wouldn't have to worry but it's been OVER a month now and I can't progress on with my insurance claim. I am a paying customer and this is unacceptable. This is very infuriating and I am very close to cancelling my contract with Three.

Please can someone assist me?

Kind regards

Ken

[givemeproofofus]

Did anyone have this issue resolved? I'm going to pursue legal advice as Three have lied to me on each occasion I contacted them, including saying the device was not a Three device despite me taking out the contract with them and them PROVIDING THE PHONE! 

I have been told several times there is no data (????) attached to the sim/phone so I cannot be provided with proof of usage and they are refusing to send any form of confirmation of this also. I am absolutely appalled and quite frankly horrified they cannot track their own phones??? Or sim cards??? The most bizarre and horrendous customer service I have EVER experienced

[PeteG]

Hello there. 

Welcome to the Three Community. 

Oh, that's really strange. Normally when you get a phone directly from Three, it's saved on the system so that we can more easily help. 

Going back to when you took out the contract, how did you complete your purchase? Online, Phone, or Store? 

Pete. 

[givemeproofofus]

Hi Pete - the purchase was made online and was an upgrade for a previous contract. Allegedly no proof of usage can be generated for either of the sim ports or IMEI numbers despite the phone having my original and active Three sim in for my number. 

[PeteG]

Did you have the phone repaired or replaced at any point in the past? 

Pete.

[givemeproofofus]

No, I didn't. It was barely 1 month old. My bill shows calls being made from the number up until the point it was stolen so I don't understand why I can't receive a proof of usage. I don't know what to do, the sim was in the phone without a doubt and had been used hundreds or even thousands of times.

[PeteG]

Can you confirm what date the phone was ordered and first used? 

Pete. 

[Ronakpatel]

Same problem but no solution i cant claim my insurance without this......

[charliefoxtrot2]

Please can someone contact me with how to get a copy of this. I've called up and been in to store multiple times and all I am offered it a bill. My insurance company specifically says that a bill is not prove of usage. "Proof of usage is a letter from your mobile provider, on their letterhead, confirming dates of usage" is what my insurance wants.

[Mollygarnett]

I am having the same problem! Did you ever get a resolution?