Terrible customer service

[Farhan1]

I am extremely disappointed with Three's service. When I took a SIM-only contract, they did not ask for proof of purchase or the IMEI number. Now that my phone is lost, they are requesting these documents, which take an alarming 5 working days to process, despite having already emailed proof of purchase.

This delay prevents me from blacklisting my phone and claiming on my insurance due to the extended processing time. I am planning to cancel my contract and would advise others to be cautious if considering Three. To my knowledge, no other SIM company has this issue. It’s particularly strange given that Three speeds up the process when a phone is purchased through them.

[PeteG]

Hello there. 

I'm sorry to hear your phone was lost. Information regarding the phones purchase isn't something that you'd be asked for when taking a SIM only plan. That information would only be taken for a specific purpose, asking customers to provide proof of purchase when taking out their SIMs would be quite excessive. 

I can understand the delay is frustrating, but I can't image the process you've described would have been different on any other network since they wouldn't collect the unnecessary information at the point of setting up the SIM and would need you to provide it if you were completing a Blacklist request. When the phone is purchased through Three, it isn't strange that it goes through faster, it's just logical - the phone would have been purchased from Three, and so the information would be available to the network immediately. 

I hope your insurance claim gets processed soon so that you're back up and running again. 

Pete.