I am following up on my ongoing complaint regarding the serious issues I have experienced with my Three account. While I appreciate the assistance from Mrunal and Samuel in adding credit to my numbers, there are still unresolved concerns, particularly regarding the £658.82 final bill and my ongoing inability to add data packs.
Summary of Events:
21st March 2025:
A £15 payment to credit my son's PAYG SIM did not go through.
I called Three and was pressured into taking out three contracts, despite explaining that we travel frequently and require a minimum of 6GB roaming data.
The sales agent assured me this was not an issue, but after the contracts were set up, I discovered they had zero data roaming and would instead charge £2 per day for usage abroad.
I immediately called back and spoke to Siddhant, who cancelled the contracts and reverted all three numbers back to PAYG.
To do this, Siddhant had to create a new Three account with a different email address.
Credit Restorations:
Mrunal in the complaints department later added £10 to each number.
Samuel in complaints also added £35 to my number ending in -4028, after I explained that I was travelling from Portugal to Berlin to be with my eldest son post-surgery.
1st April 2025:
Despite all of this, while in Berlin, I received a text notifying me of a final bill of £658.82, which was both shocking and stressful.
Siddhant had previously advised me to ignore any generated bills, but given the chaos I have already dealt with—including my inability to purchase data packs and the difficulty in reaching someone at Three via phone—I do not feel comfortable ignoring such a large bill.
Unresolved Issues:
Final bill of £658.82 must be cancelled immediately—this is for contracts that were cancelled within the 14-day cooling-off period and should never have been generated.
I am still unable to add data packs, despite being assured that this issue would be fixed.
Customer service has been inconsistent and ultimately unhelpful, with conflicting information and extreme difficulty in speaking to someone directly instead of via web chat.
Requested Resolution:
Immediate correction of the final bill to £0 and written confirmation that no further charges will be applied.
A resolution to the ongoing issue preventing me from purchasing data packs.
A proper investigation into how this was mishandled, and an assurance that I will not face further billing or service issues.
Given the unnecessary stress this has caused—especially while I have been dealing with a family medical emergency abroad—I am extremely disappointed with Three’s handling of my case. Yesterday, I spoke to Rajant in the complaints department and was told he would get the bill set to zero by today and he would call me by Wednesday 2nd April to confirm this, so I am waiting to see. He told me not to worry and just focus on being with my son who is healing post-surgery for his hearing…but I am still stressed by ALL of this:(
