Hello everyone,
Has anyone used the chat support recently and realised it's really not fit for purpose? I have been a customer of Three since leaving school with everything fine until the last year or so when I was forced to use it on multiple occasions.
- Was told on my latest contract that I had to add Paramount Plus but could cancel it after the first 30 days, this took four chats over 13 months to get cancelled fully and I was offered £5 credit for the 3 months I ended up paying for.
- I decided to take them up on a really good early device upgrade, fees waived, £400 + trade in, the order failed due to an internal issue 'generating ID' I was promised on every chat that notes had been added to my account, I wouldn't need to repeat anything, and I wouldn't need to repeat credit checks. I had to repeat the entire process every time, they refused to simply contact me when resolved, and they ran three credit checks all approved against my file (all approved) within every 'process attempt' before telling me to 'try again in 90 days, system should be fixed then'
- I entered my current contract on a low data plan, when discussing upgrading this to 150GB I asked if I could downgrade my plan if I upgraded within contract. The chat agent told me yes, I tried to do that today and was told it wasn't possible.
- I lost access to my account following an email change, this took 6 chats over 4 months to resolve.
There's no communication, no accountability, no internal note keeping, they full out refuse to raise a complaint and when they do they open them in an already 'closed' state ensuring the complaint is not then investigated higher up in Three.
I'm leaving when my contract ends (been with Three since the iphone 3g) but wanted to share my experience.
I can't make a complaint directly with Three, as the chat team just opens it closed, the form is limited to a shocking 1000 characters. and there's no email address to use which I can find.
