My partner was mugged and assaulted and had his phone stolen from him on the 22nd November.
His phone is covered by insurance, so it should be a straightforward claim but due to Three's inability to provide a proof of usage document he is unable to complete his insurance claim, and he is left with additional stress and frustration due to Three's poor service and lack of customer care. His insurer said that most networks provide this document within 48 hours of receiving the request. Why are Three unable to do this?
- 25th November: the three advisor told him the proof of usage document would be with him within 5 days.
-29th November: the replacement sim is sent out without a proper address (Three just put the street name, no number) My partner received an email to say that has sim has been delivered, with a delivery confirmation photo showing the incorrectly addressed parcel on the floor of an unknown building.
- 2nd December: My partner calls for an update and speaks to an advisor who said that there was no record of any request for a proof of usage and that they would have to create a new request.
- 5th December: My partner receives an email that says the proof of usage document is available via My3 - something which you cannot access without a phone because it requires 2-step verification with a text to your mobile.
-6th: My partner calls three again and speaks to an advisor who says that no documents have been uploaded to his My3 account. The advisor once again says that the document will be with my partner within 5 days. They assure him that the documents will be there - very much taking the tone of 'hey, why are you worried, of course the document will arrive - chill out etc'
As of today, no documents have arrived and my partner is still unable to process his insurance claim. Every interaction with Three has been frustrating and unhelpful. Even when my partner called to blacklist the phone after his assault, the advisor was more interested in trying to upsell him a new handset.
Appalling customer service.
