What a foul-up by Three. Read this please, moderators

[MrAngry]

I’ve reached the limit for the number of private messages I can send the moderators, apparently. But getting nowhere with Three on a resolution for my receiving numerous threatening messages from CRS when I don’t owe Three anything, I thought I’d have a bit of “fun” with CRS on live chat again this afternoon. The CRS person on live chat was adamant I am the person they’re looking for. I have screenshots of the conversation. Again they demanded my personal info, and I refused. I told them to call me. Shortly afterwards I received a call from a Halifax phone number, a man identifying himself as Sohail from CRS. He said they are after a female called ****** - Lauren wrote in live chat earlier in the week that it was **** but maybe Sohail just read it as ****** - but CRS would remove my phone number from their records as despite the fact I would give no personal info it was clear I am not a female and therefore not the person they are looking for. I asked him where they got my number from - he said it was provided by Three and there was no mistake by CRS, the number is definitely as provided by Three. I asked him to confirm that again and he did. He said within 24 hours I will stop receiving texts from CRS. I asked that they send me a text confirming that the phone number was given to CRS by Three and he said that would be arranged. So what are Three going to offer me as restitution for the fact I have received 13 menacing text messages from CRS, have spent countless hours and written countless words in pointless exchanges with numerous Three employees and written countless words on the Three Community Forum, all because Three provided CRS with the wrong phone number? Three have had several days to sort this out and have given me numerous excuses as to why they could not. It’s pathetic actually that I should have to sort the problem out myself because Three would not. I expect a very grovelling apology from someone high up in Three and something to make up for my wasted hours. I’ve been very polite with Three about this all along, but I am fuming, make no mistake about that. Fuming.

[MrAngry]

I’ve reached the limit for the number of private messages I can send the moderators, apparently. But getting nowhere with Three on a resolution for my receiving numerous threatening messages from CRS when I don’t owe Three anything, I thought I’d have a bit of “fun” with CRS on live chat again this afternoon. The CRS person on live chat was adamant I am the person they’re looking for. I have screenshots of the conversation. Again they demanded my personal info, and I refused. I told them to call me. Shortly afterwards I received a call from a Halifax phone number, a man identifying himself as Sohail from CRS. He said they are after a female called ****** - Lauren wrote in live chat earlier in the week that it was **** but maybe Sohail just read it as ****** - but CRS would remove my phone number from their records as despite the fact I would give no personal info it was clear I am not a female and therefore not the person they are looking for. I asked him where they got my number from - he said it was provided by Three and there was no mistake by CRS, the number is definitely as provided by Three. I asked him to confirm that again and he did. He said within 24 hours I will stop receiving texts from CRS. I asked that they send me a text confirming that the phone number was given to CRS by Three and he said that would be arranged. So what are Three going to offer me as restitution for the fact I have received 13 menacing text messages from CRS, have spent countless hours and written countless words in pointless exchanges with numerous Three employees and written countless words on the Three Community Forum, all because Three provided CRS with the wrong phone number? Three have had several days to sort this out and have given me numerous excuses as to why they could not. It’s pathetic actually that I should have to sort the problem out myself because Three would not. I expect a very grovelling apology from someone high up in Three and something to make up for my wasted hours. I’ve been very polite with Three about this all along, but I am fuming, make no mistake about that. Fuming.

[MrAngry]

Whereas Three Community moderator Maxine has been very helpful, the people in the Three customer service/complaints team continue to show a complete lack of common sense.

I am still waiting for something to be done to ensure that CRS stops sending me messages threatening me with penalties, being cut off etc when Three have confirmed several times that I owe no money and CRS have told me that the person they are pursuing has a name that isn’t mine.

But will Three do the obvious simple thing and tell CRS to stop sending texts to my number? No of course not - and the latest thing they want ME to do to sort out THEIR mess is impossible!

I’ve now been emailed by Three’s Sushil Nazare who has told me I need to provide the account number and the mobile number of the person who owes money.

How on earth am I supposed to do that? CRS won’t even talk to me at any length because I cannot pass their security check - I cannot pass their security check because I am not on their system and I do not know the details of the person who owes the money. And why should I have to contact CRS again anyway? The expectations of the customer service/complaints team are completely unacceptable.

The amount of time I have wasted on this saga during February is ridiculous and I want - I expect - restitution for that.

All Three are doing is ensure that at the earliest possible opportunity I will take my custom elsewhere, despite having been with Three for 16 years.

[MrAngry]

And the really ludicrous thing about all this is that Three will have probably already spent more in wages on the time of the half-dozen employees who have been involved in my complaints than the amount of money that is owed to them! The fact a multi-million-pound company cannot resolve this situation is extremely worrying and the sort of story the press, particularly the Daily Mail and the BBC, love.