4 weeks ago
I have been with three since I was 21, I’m now 36, I’ve integrated family over to three. And this last year has just been so woefully poor it’s beyond believable. This complaint is also going through with the FCA in the uk which is how bad this failure has been.
The beginning, three separated out the mobile device and airtime parts of my bill. Which was new. I currently look after two devices with three, one the my father uses. But I pay for both.
For a couple of week, I’d receive an email telling me I had missed a payment, I would go too the app, where it would say in credit, nothing to pay three, zero indication that the issue is with the device. This issue persisted.
until I got defaulted. And the letter specifically said the issue is with the device. Now I went onto the app looking for information on the device and theirs indeed a page that gives you the original agreement and nothing more, so you have to phone three. Which tell you all the informations available on the app which it is not.
i put a complaint in and I start taking steps to clear the balance at this point it is unknown or incorrectly stated. The complaint doesn’t get upheld, no real reason given, the chap on the phone accepts the points I give but still no. So I push the complaint to the FCA.
i contact three customer service and told I have missed an arrangement to pay £60, which I never created. I was then informed that I ow £120 so why would I even offer £60 up?. It’s just unbelievable, they mention a £50 refund to a debt collector which never gets established what that was about, I asked for a financial statement on the account to work out what is going on myself. Nothing no help.
One of the agents on the phone said no don’t worry we treat all our customers like this not just you which I laughed at because what an excuse for being poor.
i went through my bank discovered a payment date had been changed in January. And that payments had been missed multiple times over the year, so I went through it bit by bit discovered what I owed and I paid it via standing order. I asked three for a financial statement to confirm I was correct. Where I was informed the account is in good order and the statement I asked for will be sent via email..
all of this has been truly poor. Three used to have a second tier help desk, why they no longer have them is just a failure. What I have been through these passed few months is just so poor.
the FCA have yet to hear the complaint as it’s awaiting a agent. But anybody considering three after my experience don’t. One my contracts are up I will be leaving three.
3 weeks ago
I have to agree with you on this one. Seems to be total reversal of the Three's old moto "When stuff sucks, make it right!" Remember the adverts with Jackson the puppet?
https://www.youtube.com/watch?v=XrNR6Kf4hRA
Their moto these days "When stuff sucks, we'll be sure to make it suck more!". The only technical help is "turn it off and on again", "try the SIM in another device", "take it to a Three store". Might as well chat to an AI bot, would be more help! I spent two hours on web-chat trying to get a straight answer on roaming, because the contract is so confusing and contradictory!
3 weeks ago
Hi there.
It's disappointing to hear you've been having ongoing issues, it doesn't sound like it's been the best experience recently. I imagine the team are doing what they can to get the issue resolved for you, it's a shame they haven't had success so far.
It's unclear if your charges consist of your device finance, or your line rental. This important to know as it will affect whether or not the FCA can actually help. There is a Complaint Team you can speak to, and a complaint can be registered regarding the issue. During the process, you can ask the team to clarify where your charges have originated from, as well as have them look into the complaint.
Pete.
Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.
3 weeks ago
The issue is related to the device payment, and the “Loan arrangement or Finance arrangement”. And the complaints team is a failed department.
as I mentioned before three used to have a second tier of complaints who where great understood the rules, looked after customers, I am guessing they cost more so they got closed for a centre in India.
three customer service or for the bit I have been dealing with in regards to the device may as well me a scam. That’s how poor it is, the financial statement I requested I am still waiting for. Three opened up a second complaint and then decided without any communication with myself that the complaint will be closed because it’s similar to the first complaint.
they have also decided they won’t do anything until they have a response from the FCA, you’ve tarnished my credit rating with incoherent reporting and incorrect reporting. Your level of clear communication is woeful. The information available on the App is poor.
my question is what happened to three. I came to three when orange turned into EE. And I’ve been with three for years, and never have I had an experience so shamefully poor as this.
no effort to resolve anything from threes behalf. As I previously stated on what I have experienced I cannot recommend three anymore because it’s no longer operating in the good of the customer.
