Refusal to connnect to Complaints Team
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Tuesday
We've used Three's 4G Wifi Broadband for close on 4 years. At end-August 2024 we sought advice on options in a local Three store and were persuaded to close the 'old' contract and open a 'new' one on same day. We were assured of better reliability and i'net speeds, and given a new ZSE286D router-modem. The saleskiddie undertook to close the 'old' Direct Debit, their end, while initiating the new one. He didn't.
Despite NO interuptions in DD payment from same bank account, we were charged further fees for the 'old' and now-closed account until I chased up, had a wrangle, and paid what they said I owed to close the matter.
Three then posted, falsely, on credit reference agencies that I/we had 'defaulted on a payment'. This is now in the hands of the Financial Ombudsman.
The 'new' service was dire from early September. We were told, falsely, that 'there are no reported outages in your area', then 'engineers are waiting for parts and will restore service in a few days'. The service continued to fail, with multiple days of 'no connection to internet' logged/recorded. CS people in India evaded registering a Complaint multiple times, ignoring specific directions. A Complaint Number was obtained in October. The problem continued, with many days of 'No connection' to internet. The complaint was unresolved.
We have been blocked multiple times by CS operatives from connection to the Complaints Team, on spurious grounds. Someone at Three telephones here, and hangs up before the call can be opened, after just 3 rings. The 'no answer' number does not accept return calls.
One CS operative demanded we provide bank details by telephone. Our bank's security people say 'Don't!'
The 'Live Chat' feature on these pages does not function. No connection is made.
No effective communication with either the Complaints Team or Tech Support has been possible.
Last week we received an SMS message - not an '8 Week Letter' - suggesting we now take our complaint to the Communications Ombudsman.
That seems our only recourse....
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Wednesday
Hi @oldbilbo,
I'm really sorry to hear about your experiences with switching your Broadband service, and the billing and network issues you've faced subsequent to this. I appreciate you're looking into your options with taking this to the Ombudsman, but I've also sent you a PM which will help you contact some colleagues who may be able to help find a solution.
To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".
Thanks,
Jonathan
Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.