Refund

[Suzie1wong]

My three phone had a fault and i went to apple who said they could fix it for £620 and three would refund us if we had the receipt. I was a bit dubious as it’s a lot of money, so called three first who assured me yes we do the refund and takes 3-5 working days to refund. I borrowed the money from a family member and paid for the repair, sent  my apple repair receipts to three by email and was told again 3-5 days for refund. I waited a week and checked my three account and saw a credit for a different amount on my account, they had credited my three bill account and had taken a months line rental off the refund! So I called and was told their changing systems over it was an error and would refund full amount in 7 days, waited 7 days no money! Called back and was told that it got stuck in system and would be another 7 days, 7 days past no money. Called again after this and was told that it would be in in another 7 days and that they will give me a free month for the inconvenience and that I won’t have to call again as money will be in. Checked this morning and now the payment has gone down to £480 because they’ve took another line rental! And no refund! Am furious and still no closer to getting a refund. 
I still owe my family the £620 as well! 

poor customer service and won’t be renewing contract. 

[Lognes]

I too am in a VERY similar situation with Three. Ordered an iPhone 12 - an upgrade on what I have, AND without me knowing my order was cancelled. I only found out as I contact Three via the Live Chat. I had put down a £50 upfront to keep the repayment cost down, and paid £4.99 for delivery. I was assured I would get the money back once the cancellation was confirmed. The Live Chat customer service operative (S) did call me back once, and then didn't call again to confirm the cancellation. I received NO formal comms from Three via letter or email.
I then called Three Customer Service to again be reassured it had indeed been cancelled, and I'd get confirmation and a refund - that something had happened and it hadn't been processed properly. I ordered this phone on 16 April 2025 - I still haven't had a refund. SO I contacted Three via Live Chat on 5 May 2025 to also say I wanted to complain. On this Live Chat I was assured again they could see the order and could see that the order was cancelled and it "might be" because of a supplier issue. I explained I do not care about the reason for the cancellation - I want my money back. I was assured I would be (I have screen grabs of the chat).

That operator did open a complaint for me, and it was a relieve to receive some formal comms from Three via email. And then today, to top it all off, Three's complaint team emailed me because they couldn't see that I had pain the upfront cost. Honestly! I then had to email some "proofs" email with a copy of my bank statement. So I called Three to check I wasn't being scammed (as it DOES feel like I'm being scammed)... to be again, reassured I am not. So, I sent the screen shot from my banking app, to get a reply from the "proofs" email team asking me to share my date of birth, postcode, name, number! How many times have I done this. So I did. I'm now waiting for a reply.

Three - I have been a customer for decades. This customer service is appalling and the thing I feel like you're hiding behind is your supplier. I don't care about your supply chain issues, you are a shop fronting these suppliers and making money. The fact there is NO clear communication and you're asking me, your customer, to repeat things so many times is incredibly frustrating and eroding of trust in your company.

I feel a bit better for venting, and yet all I want is my refund. I googled this issue with the hope I wouldn't see similar complaints, and was again left disappointed in Three to read how many other people are impacted by this break down in communication... which is ironic for a telecommunications company. Fingers crossed this all gets sorted!

[JonathanB]

Hi @Lognes,

I'm really sorry to hear about your experience with this cancelled order, and the subsequent difficulties in the refund being sorted out. Normally any upfront costs are automatically refunded within a few days if an order is cancelled, so I suspect that there has been an error based on what you've mentioned about the email team asking for proof of payment.

I appreciate the frustration in being asked to repeat security info too, our teams do need to establish this on each new call, chat, or email chain. With the email conversation that should be a one off though, and it does sound like this is on its way to being resolved.

Please let us know how you get on with this over the next few days, and if you still need any help at that point.

Thanks,
Jonathan

[Lognes]

Sorry for my spellings! In my annoyance I wasn't spell checking as I wrote! Hopefully you get the gist: in a nutshell - I'm annoyed! 

[SA61297]

Three is terrible at network and service and most the time their data doesn’t work 😅. I’m switching to o2 . My whole families on o2 and they never have problems and are always happy with their service . Three also owes me £262.25 refund which they keep saying 7 days 7 days etc. I’m not sure if I’m taking to a proper person or an Indian scammer as with the proof of my refund submission they weren’t able to provide me with an email confirmation 

[KateS]

Hey @SA61297,

I'm really sorry to hear you're looking into leaving Three. I appreciate it may be too late to change your mind about leaving, but I'd be happy to look into the refund you mentioned.

Could you advise what the refund is for? When did you last speak with our teams? 

Thanks,
Kate

[SA61297]

I last spoke to your team yesterday and they keep saying the refund request keeps cancelling due to technical issues etc etc . I had a device instalment of £26.25 to be paid for my Apple Watch and the guy on the phone charged £262.25 which really left me annoyed as bills have to still go out 

[PeteG]

That's quite strange. I'm unsure what issue the team might have been referring to. I'd recommend coming back through to speak to us again, or you can log a complaint about the problem and have it looked into by the complaints team. 

Pete. 

[Grace2]

I purchased an I phone 15. I paid the upfront £240, and after that, I received an email that said that my order had been canceled and I would be refunded in 28 days if I made any payment without telling me precisely the reason for the cancellation. Yesterday I called because I needed my refund of £240. I went to three stores in Bolton. I found out that the contract that had been canceled had been submitted as long as I hadn't received the device. Also, the DPD delivery van didn't turn up to deliver the parcel, so everything was confusing and frustrating when I called to get A clarification because each person said different things regarding my case so disorganized three team members. I come here to check for the review and found out others also have the same problem of refund; therefore, those reviews make me more distressed and dissatisfied according to how Three treated his own customers and I have been with Three contracts since 2013 I in total 3 contracts but facing awful services. Please, I need my refund I need for buying my a  sister's gift . Yesterday I spoke with one of Three colleague and said I will be refunded the full amount of £240 in 3 to 5 working days by Three, hopefully into my bank account. 

[Larisa1990]

I’m in a similar situation like you. On 10/04/2024 I purchased an Iphone 15 pro max. Additionally, I have paid the upfront £145.99 and after that, I received an email that said that my order had been canceled and I would be refunded in 28 days. Until today 01/06/2024 I haven’t received any refunds. I have called them so many times they keep telling me 7 day -7 day. Wait you will get in 7 working day I promise they are lying to me and they are giving me wrong information and nothing I have received. No money no nothing. So shame