Three Website Issues - No Response for 5 Days + 4.5 Hours With CS Team & NO SOLUTION!

[mv1]

Hi, 

I have been a loyal customer with Three since I was in my teens and have had my own account since 2021. I have a pretty large last name and for some reason, Three decided to put the first part of my last name as my first name on the account. I am unable to go back further than 12 months so unsure when this decision was made exactly, however my first name has been the same since birth and all ID, bills and any communication would have shown my first name correctly. 

I went to upgrade my sim-only plan to add a phone for the first time as my current phone is failing me, but this was when I noticed the first name being incorrect. Of course I can't pass credit checks with my first name being wrong, so I contacted Three to get this sorted ASAP. 

On the phone, I was told I had to submit my proof of identification and wait 5 days. This was pretty frustrating given that my name hasn't actually changed, the system is wrong, but I followed the instructions any way and submitted my driving license. This has my first and last name correctly and also shows my address, which is all that was asked of me. As Three do not have a secure link on the website, this was done via my phone, where I scanned my license on the camera roll. The only options to submit a document were either via my camera roll or scanning a document. 

On the Friday, I messaged Three as I had not had any confirmation emails or any updates to say they were looking into my case. They told me to just wait until Monday, but I said that it would make sense for them to check they had what they needed and if there were any issues. They did not check this for me properly, and instead said they would call back the next day with updates. I was on the chat box and then on the phone for about 2.5 hours, taking my total correspondence time at this point to just over 3 hours. 

When they called back the next day, I asked for the update, and was told the exact same thing as the day before. There had been no investigation done, there was no value added at all, they just wanted to tick a box to say they reached out to me again. I asked again for further information but was told they can't do anything on the weekend. I said that my first name had never changed so they could see this from any documentation I had sent, but they didn't do anything about this. They also mentioned an email I sent in April about updating my details (I did this for everyone as with a long name, companies usually mistake my second name, not my first!), and I had also checked my emails to see they never responded to this within the 5 days either, it was completely ignored! My passport and Utility bill were also attached. 

I then got another phone call today to say that they can't see the documentation that I sent in a whole week ago, and I need to do it again. They said I likely sent it in a wrong format. I said I don't know how this is possible considering I did it the way I was asked, which is via scanning. They said they needed more recent proof, but this was not requested on the link sent, so now they are making it up as they go along. They said for me to send the same thing in again, via the same link that didn't work on my laptop and only my phone, and then they will call back in another TWO DAYS! I said this is insane, they already have a mountain of proof about my first name as it hasn't changed, I followed all the steps required, and I have been speaking with them now for 4.5 hours and had no solutions. 

I then asked to speak to someone else, and they refused to transfer me, and kept repeating the same thing. I asked several times for them to stop repeating themselves and to pass me to someone that was able to actually help and they did not. They pushed all the blame on me, did not check anything with anyone before telling me now, and have wasted hours of my time. I asked for compensation, this to be escalated and email receipts for everything on Saturday, which they said they would sort today, and they haven't! 

I have never been so frustrated, disappointed and infuriated by a customer 'support' team in all my life. Making a customer go through these hoops to solve an issue that is on Three's part is absurd. I have been trying to spend more money with them, and they don't even let me! To say this has been a failure on their part is an understatement. There is a complete lack of training, no empathy, a broken system, and pure incompetence by the whole team. They should be embarrassed at the way this is being handled. I have still had no solution at all and am looking into legal ways to end my contract without paying the fees seeing as they are at fault here! DISGUSTING 

[MichaelP]

Hi there @mv1,

I'm really sorry to hear that you've been having these ongoing problems with correcting your name on your Three account. 

I understand that you've been very patient with this and have been passed around much more than we would have liked. 

I can see you mentioned asking for the issue to be escalated and to be given a follow up, but that this hadn't happened by yesterday. 

Have you had any follow up since yesterday, or have you had any further contact with Customer Services? Please let me know, then we can look at how best to help.

Thanks,
Michael

[Geluk]

Try + keep your posts SUCCINCT. Far too long.

[Paddiewack]

This is just a thought! If you were near a Three shop you could take whatever you need to send to customer service into there. They can then do it for you and you’d be sure it’s gone in the correct format and to the correct department. You can argue the toss about whether you should have to do that on another occasion ( on face value I’d feel the same as you) but at least you’d get the proverbial ball rolling. 

[mv1]

I've been told this isn't an option - its an issue with the setup of my account, so in store colleagues wont assist. 

[Paddiewack]

Told by whom?