Scammed by THREE

[LeaveTHREEnow]

If you are reading this you should seriously think about moving away from THREE. THREE issued an unauthorised PAC for my phone which resulted in fraud to the tune of £18,500. 3 months later they did exactly the same to my replacement phone. As you know losing access to your phone is a big deal and it took me weeks to sort out. To add insult to injury they then refused to refund the credit I had on the 2 phones - they screwed me over and then scammed me!! Don't wait until the same happens to you - move away from THREE now.

[MichaelP]

Hello @LeaveTHREEnow,

I'm really sorry to hear that you've experienced fraud with your Three services, and I understand how distressing this must be for you.

As I can't access your account from here, I'm not able to confirm details for any investigation that may have taken place already by Three.

We have some guidance online for reporting fraud, and would always recommend reporting this with Action Fraud as soon as you discover that something isn't right.

If you've done this already and Three's Customer Protection team has investigated and given an outcome, they'd usually give a reason for any decision that has been made.

Was it explained to you why no refund was possible? 

Thanks,
Michael

[LeaveTHREEnow]

I have not had an update from anyone in THREE about the first incident or the second incident investigations. This seems to be the way THREE deal with issues - ignore them and don't contact the customer.

Reporting fraud is after the incident has happened and doesn't solve unacceptable treatment of one of your customers. Spoke with customer services about refund and apparently THREE are the only business trading who can't issue refunds!! I was even told to go and buy a new THREE sim card and that could be used to refund me - absolute disgrace. 

I will now target the Board of Directors and make sure they know how bad THREE are.

[MichaelP]

Hi @LeaveTHREEnow,

Thanks for getting back to me.

It's disappointing to hear that you've not had clarity on the outcome of previous investigations. 

I'm going send you a PM to put you in touch with some colleagues, who'll look into this.

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

Thanks,
Michael

[Paddiewack]

I repeat you should look to your own device security as a starting point.

[Paddiewack]

You seem more concerned about losing access to your phone than your stated financial loss! Is your post asking for help;or just advising customers to migrate away from Three? Anyway this sounds like sim swap fraud so I’m assuming you reported it to Three and action fraud on both occasions? I have to say once is bad enough but twice is unlucky to say the least. Normally getting a pac involves passing security. Even with a text request you must provide your date of birth. Perhaps you should question your own security.

[LeaveTHREEnow]

Just advising customers that if they don't move away from THREE, this could happen to them. There have been reported instances of THREE issuing a PAC over the phone - I believe this scam was initiated from inside THREE - hence I am no longer using them. My security is tight but it's others that hold my personal data I can't control. Yes it was all reported.

[Paddiewack]

Clearly not tight enough!!!!!