Three ruined my credit history and lied to me twice

[JakubR8]

So at the start of the year I was told that I could pay money towards my device payments to reduce the monthly payment cost, I was then later told about 5 months later that actually paying more money does nothing (and it did nothing) so I then ask for my £200 refund. They send it to me. They then also without telling me send me an extra £200 days later for no reason what so ever which I didn't know of up until now as its a bank account I don't access often, only to pay in my student finance and University accommodation. They don't tell me of this mistake and just leave it. A month later i check and my credit score had gone down by 450 points and I'm like WHAT? Three said that I have missed a payment, (I haven't), I message them the reason for this and they told me that I have a missing payment of £200. This is the £200 that three had somehow magically managed to send me accidentally and without calling me to tell me they had done this so I could revert their mistake, they default my account and get the DCA in (debt collection agency) they then tell me that it was me and my bank who collected this money by direct debit and requested it from three, I call the bank and they are like yeah nah we can clearly see three has just sent us the £200 and we accepted it and sent it to you. So not only is there a massive negligence on Threes side but also lying to me to make me seem like I've taken money from them requested by my bank. So now I'm having to both deal with Threes negligence and the DCA while worrying about University work and getting my credit back to how it was. 

[JakubR8]

The Three agents keep ending my chat with them after trying to contact them about a very serious credit negligence by them. No one is taking this seriously after lying to me twice on chat and instead of contacting me about their huge mistake for me to fix it they take it to CARS/DCA. I have both screenshots and transcripts of the chats.

[Paddiewack]

Why don’t you call them? You’re making a very serious allegation which is best dealt with by speaking to them. If you can’t get things sorted via that method then make a complaint via the website.

[JakubR8]

I have called them, the agent didn’t seem to care and said they would talk to me about my issue within 8 weeks. Which I don’t have 8 weeks because Three has reported this to DCA and CARS when it’s not my problem. 

[Paddiewack]

Ok I suggest you follow @MichaelP’s suggestion and I wish you good luck. 

[JakubR8]

I did and they just ended the chat on me

[MichaelP]

Hi @JakubR8,

I've sent you another PM about this.

Thanks,
Michael

[MichaelP · Accepted solution]

Hi there @JakubR8,

I'm sorry to hear that there was a mix-up with a refund and that you later found an impact on your credit record due to this.

I'm going to send you a PM to put you in touch with some colleagues to help with investigating this via your account.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael