Three chat support not fit for purposes

[jj10125]

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. 

[jj10125]

On going issues moving into cancellations now, no shock there. Can't even leave right. 

[Nicola73]

Without a doubt the WORST customer services I've ever come across.  Ignorance is certainly bliss for them as they just carry on taking your money for a substandard product/service. My partner has 3 Three bills monthly (1 of them he's had 20 odd yrs) and I had 3, now 2. It was SO difficult cancelling my sons 2 yr contract (rolling for additional 2 yrs) as I couldn't do this on the my3 live chat, I had to call an agent. However, this proved IMPOSSIBLE!! Long story short, it was easier to cancel my D.D payment, have them send me 2 letters telling me to call, like 20 odd hours listening to their annoying 'on hold' music wasn't me TRYING to call! to then recieve a letter from Lowells debt recovery for the outstanding payment (plus £6 late payment fee🤣) which I happily payed in a few minutes!! Months of stress for £25 that I was happy to pay all along. They go to great lengths to make it VERY difficult to do the simplest things, to keep your money flowing into their accounts. I won't even go on about the £70 bill for my daughter's phone when we went abroad at christmas!! We all got the same '£2 daily roaming fee' text EVERY single day like we have on the last 10 holidays we've had since brexit....but they've charged for data as if she had no £2 daily roaming agreement!! But also charged the £2 every day anyway🤷‍♀️. Live chat said I needed to call. My mental health said 'DONT EVEN THINK ABOUT IT'! It's bordering criminal, it really is.

[Saftek]

the chat is dumb it likes to log you out from the website automatically, leaving you to log back in and start again with your complaint

[Paddiewack]

Try calling 333. I agree the chat function is poor and I’m being polite here. 

[jj10125]

Sadly, I've had issues with the phone support in the past too not understanding which is ironically why I favoured chat support in the past year. 😂

I get the impression it really boils down to script, they're unable to use flexibility to go away from an expected Q&A style approach of support.