Three Lied to me and robbed me of £389 for a repair they said i would be fully refunded for!

[WeeElleJai]

I am absolutely flabbergasted and wholly disgusted at what Three have did to me. Faulty iPhone 15 pro max screen. Covered by warranty but also covered by the Consumer Rights Act 2015, meaning three are fully responsible for all costs and I should not be out of pocket a penny and in fact would have meant they arrange collection and delivery of the faulty device too but I visited the Apple Store myself with it as we needed it back that day! Prior to that I had several conversations with Three about these facts but they stuck to telling me that they will fully refund me the same day I spend my funds. I had to wait from just before Christmas to February due to the amount.  They promised me that i would receive my money back and that is purely exactly what would happen and no other way about it! Their calls are supposedly recorded so this heated exchange was clearly recorded! I visited the Apple Store and they confirmed that is what Three say they’ll do, I paid. I contacted them about it, was messed about with people who had absolutely no clue about what I was saying, so much so I thought it was AI and not human! They wanted receipts and “Genius Bar” sent in attachments. I forwarded my Apple emails with retained receipt attachment but they would not tell me what they meant with “send us Genius Bar in attachment as an email”. Made no sense so I forwarded every single email I had regarding it and quotes. This argument went back and forth with them refusing to give me a refund due to “Genius Bar missing”. Eventually they say I will have the amount refunded in 7 working days! I call the next day to be told this will not happen as they have credited my account and will use it for my bills. I tell them this is theft. They eventually tell me again to wait for refund within 7 days. This happened another 2 times as I called couple days in between due to the fact the data and reception has been absolute dog poo for my 3 x the same handsets since around October which I’ve been made to keep paying for also. Make me take new aim cards for the 3 phones which I visited a store an hour away for. Guy in the shop tells me that the “refund” is not coming to me as he seen it as credit on my account! I call them yet again and warn them this is theft and I will take them to court as well as contact the ombudsman as they’ve went against agreements and contracts. Will not be staying with three and will take this as far as I need to get all funds refunded for my repair and all three days bundles! Faulty phones as well! Disgusting company with extremely poor customer services who lack necessary English vocabulary to sort such serious issues! Managers are just anybody and that ridiculous song on hold needs changed as it is now giving me nightmares! @@Members

[PeteG]

Hello, Elle. 

It's disappointing to hear you had issues with your iPhone, and that the refund process has gone so wrong. The credit does get applied to the account first, but it should be put into your bank account afterwards. It's unclear why the team haven't been able to refund it to you, but since the credit has been applied to your account, it's safe to assume that the part of the process that requires you to send in your paperwork/emails has been completed and accepted. 

As a refund bank into your bank account is the normal accepted process, and that hasn't been done, it might be a good idea to register a complaint on the Complaint Page. The team will be able to look into it further, and will aim to get this resolved for you. 

Pete. 

[Geluk]

Always keep posts succinct; most won't bother to read long rants!