Proof of Usage

[JRadders23]

Terrible service from Three, if thinking of joining please beware. I am going to cancel my contract. When you take a SIM only contract with them, they do not ask for proof of purchase or IMEI number, then when you lose your phone  they request these documents which take an alarming 72 hours to process. 

This means you cannot blacklist your phone for 3 days, giving thieves time.

Nor can you claim on your insurance for a new phone as is takes 3 days for them to generate a simple proof of usage form, utterly ridiculous service.

[Zohaibtufail]

Yes, exactly true I’m also waiting the proof of usage but he didn’t send me the proof of usage. I don’t know what the issues in our team members. I’m send it the email three times nd every time he/she told me we will send it within 72 hours but he didn’t send. 

[JadeF]

Ah how frustrating @Zohaibtufail 

You've mentioned sending us an email 3 times and being asked to wait 72 hours. Can I double check what email address you are emailing and what you are emailing over? Have they explained what was causing the delay? 

Jade

[Amritpalkaur]

Hello we need a proof of usage

[JonathanB]

Hi @Amritpalkaur,

Please get in touch and we should be able to help with this. If the phone wasn't originally supplied by Three you may need to send in a proof of purchase, but the team should be able to confirm this with you.

Thanks,
Jonathan

[dancox84]

All very well saying get in touch, but when you have to go back three times because they don't complete the task properly or give you the reference number/tracking ID that apparently is needed, it is just unhelpful. The first time I've need your Customer Services team in nearly two decades and it is an absolute letdown.

[Rach]

How do I get proof of usage. I have emailed and emailed. I desperately need to make a claim for insurance. I have been a SIM only contract holder for 10 years and barely use the service . I have a proof of purchase! can Three help this one time! 

[KateS]

Hey @Rach,

Please reach out to our Customer Service team by call or live chat, they'll be able to action this request and get you the Proof of Usage document required.

I'm sorry for any delay in getting this to you previously and hope this helps.

Thanks,
Kate

[Nathan1989]

Hi Kate,

It's an international call centre who do not understand. Who in the UK can I escalate my problems too as the international staff are clueless. They've made me send them proof of purchase 4 times

[JadeF]

Hey @Nathan1989 

Welcome to the Three Community page.

I'll drop you a private message on how we can help you.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".