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on 07-15-2024 09:39 AM
On 9th July I was offered an upgrade after being a customer of Three for 6 years. I passed the credit check and was told everything had been successful. Then I was told that my order got 'stuck' due to a Three technical issue, so I had to wait 72 hours for the IT team to resolve. They did this and told me I would receive E Sign documents. I received the two emails confirming my agreement, however I never received the E Sign Documents, despite a 1 hour telephone call where they sent me a copy of the document to sign and send back to the email address. I did this, but still heard nothing. I was then told I needed to go through ANOTHER credit check, which I again passed. I was told everything was fine and they would contact me again in ANOTHER 72 hours. Then Three cancelled my entire order, and I was simply told to apply again. I went instore to be told my order was still stuck and I needed to call to go through the entire process again. I had ANOTHER credit check and because of the numerous checks before, this time it was referred to their credit checking department. I was then told to send them bank statements via email. This is absolutely crazy. On Saturday 13th July, I emailed the credit checking department and the board members of Three, and have had absolutely ZERO response. I'm supposed to be a loyal customer for the past 6 years. I simply cant believe the way I've been treated. Really terrible service. Three are supposed to be keeping me as a Customer. My credit score is now ruined thanks to this. @Asimm @JonathanB
Solved! Go to Solution.
on 07-17-2024 11:46 AM - last edited on 07-18-2024 10:43 AM by KateS
17th July. FINAL UPDATE:
I'm very pleased that, after contacting the Executive Office at Three (Executive Office) <**********************.co.uk>), my issues are now fully resolved and my Upgrade has gone through successfully. Thank you to David ********, Customer Solution Centre Consultant at Three, for all his hard work in resolving my issues. I would suggest anyone that may have issues in the future with their Customer experience with Three, contact the above email address when raising a Complaint or Escalation. I have been assured that my feedback has been passed to the relevant Teams, so I'm hopeful future Customer experience will be positive.
a week ago
I am in the same situation. They have done 3 credit checks on me. Still no document. I am buying a new house at the end of the year and now worried. How did this affect your credit score if you don't mind me asking ?
a week ago
My score went done as expected. But once I complained to the executive office at three, (that’s literally the email address), they removed all markers and my score recovered. I can’t believe they are still doing this to customers. I hope you get it resolved.