Poor customer service

[Leah1]

Hi all

today I phoned Three on behalf of my mother who is 73 and not tech savvy to upgrade her old phone. The whole family are with Three (6 in total) and have been customers for over 10 yrs. I had to phone as she wasn’t sure what contract she had or when it was due etc. I spoke to sales and explained that my mum was with me but preferred if I could speak on her behalf. We had already looked on the website for phone deals for existing customers so I told them what she wanted. After asking for her details multiple times we were transferred to someone else. They kept insisting on speaking to mum but she couldn’t understand anything they were saying to her. We then had to go over everything again. The agent told us she was on 1gb plan for £20!! My mum has been paying this for years without anyone offering her another plan. He then stated that if she wanted the offer she needed to change her number?? Why would she need to do this? He offered lots of things to the point that I had to firmly state that she couldn’t afford more than £23 a month. I just wanted to get her an iPhone 13 with 5gb plan. After reading all the documents and agreeing, the credit check couldn’t be done due to technical issues. Over an hour on the phone and they asked us to call back later. We called back later and had to go through everything again and the credit check still could not be done. Asked to call again tomorrow. 
It was an awful experience. I think I will take mum to the store as it was so frustrating and exhausting when all I wanted to do was get her a new phone. It was actually embarrassing at how poor the customer service was. What an earth is going on at Three??

[Tarajane73]

I think you have just been unfortunate my love, I have to say I have been through the wars the past couple of years and I would have been completely lost without the help of three network and I am not just saying that .

I truly mean it, I have had every help they bent over backwards and even further than that I can honestly say I have never ever come across a company like it and my customer service experience in the whole time I have been with them I have had one person at that company that was not up to Snuff and I have spoken to many many people at three and their treatment of me was above reproach .

give them another go, try again, explain how you feel honestly I'm not just saying it. People can surprise you and not always in a negative fashion I'm believe me I've had my share of those I wish you luck

[PeteG]

Hello, Leah. 

It sounds like the experience you had has fallen short of what would be expected normally. That's really unfortunate. I'm unsure what would have prevented the credit check from going through, it sounds like some kind of glitch. 

Hopefully the store are able to restore some faith in Three for you. Keep in mind that the account holder will need to take photo ID with them when you visit store so that they can discuss the account with you. 

Pete.