Three have randomly removed my free roaming in go-roam destinations with no notification or warning

[dingdong808]

Like thousands of other three customers I renewed my contract in September 2021 before the deadline to ensure I retained the free roaming in go-roam destinations.

For 24 months I continued to receive free go-roaming... and this then continued on as a rolling contract... so I've had 33 months of free roaming.

This past month I suddenly received £45 in roaming charges.

Complaints to the billing team have got me nowhere.   They simply say that Go-Roam was removed from my account in March (with no notification or warning).   I've since submitted a written complaint and they are now saying my contract started on 17th october 2021 and didn't have free roaming..... despite the fact I've had 33 months of free roaming and the online chat at the time of creating my contract confirmed I'd have the free roaming benefit.  I even gave them an example of a previous bill that had free roaming and they are claiming the bill had daily roaming fees when it clearly shows zero!

Has anyone else experienced this recent change.   I'm getting nowhere trying to get it resolved?    

[dingdong808]

Given three have to pay a fine for every complaint that goes to the ombudsman you think they would make more of an effort to look into this properly and sort it out given it seems to be a random selection of customs that are impacted with no logic whatsoever.

[dingdong808]

No I've got absolutely nowhere with my complaint so am going to have to take Three to the ombudsman which is very irritating.

They have refused to give any reason or explanation as to why this benefit was removed from my account in Apri with no notification or warning.

And even worse they seem convinced that I've been paying for roaming all along despite me providing two examples of bills that clearly show free roaming.

They have definetly just randomly removed this from some people as my flatmate upgraded on the same day (30 september 2021) and is continuing to receive free roaming! 

[Trueneutral]

Thanks - my complaint got to nowhere with Three as well and they have admitted at the end there is absolutely nothing they can do to bring back the roaming that I am entitled to under my T&Cs. It seems like the only way is to escalate to the communications ombudsman (which I am doing right now). I will let you know how it goes.

[Trueneutral]

Same thing happened to me. Was this resolved?