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]

Many of you will now be aware of the situation I find myself in, that I was being harassed by CRS because Three had given them my number in error, as finally confirmed by CRS yesterday. Earlier today I wrote to the Three complaints/customer service team explaining how things now stand with regard to my problems with CRS, and I asked for a written apology and details of how Three intend to make amends for the trouble I have been caused. I have just received a response from Sachin Savera on the same email thread, and it’s clear he has not bothered to read, or has not understood, the previous email because he is saying that I can get the details of the person who owes Three money from CRS. He even thinks I received an unwanted call from CRS when I stayed clearly that I asked CRS to call me! Obviously he and his colleagues do not grasp what I’ve been writing clearly and concisely over the past six days. I cannot deal with the customer service/complaints team any longer because the service is a joke. I want to deal with someone in England who actually understands my problem and can deal with it. Enough is enough. I cannot even message the UK customer support team, eg DanniD and Maxine, because I have reached the maximum number of messages I can send.

[MrAngry]

So my problem of receiving threatening messages from CRS - messages that are meant for someone else - is still rumbling on and is no closer to being sorted. The complaints/customer service team have been told I cannot take calls during their work hours, yet they have just called me again wanting to discuss my problem. I don’t need to tell them anything else, I have told numerous members of their staff in great detail what the problem is and what I want done about it. Why can’t they just tell CRS that they are using my number in error to chase someone who owes Three money? Three have confirmed several times in writing that I owe nothing, yet CRS have sent me 13 text messages with varying degrees of threats in them. Either CRS has just mistyped a digit and I’m getting the texts, or Three has provided CRS with the wrong number. I bit the bullet and contacted CRS, without revealing my name or any personal details, and I was quite shocked that they gave me the first name of the person who owes money - it’s a female name, and I’m a male! Moderators, please tell me who I can complain to who is much higher up the structure than the people in the complaints/customer service team because I am very, very fed up about this. Thanks.

[MrAngry]

Latest garbage from the complaints/customer service people: Reshma Patole has basically told me that Three can’t do much with the reference number I gave them. I replied to her: “Three employ CRS as a debt collector; therefore Three has regular contact with them: for you to say Three cannot find out anything from CRS about someone who owes money to Three is outrageous. Anyone with the reference number I provided can look up the account via the CRS website and find out how much is owed, when the last payment was, when the Three contract started and ended…. and CRS have even given me the first name of the person who owes money.”

[MrAngry]

So yesterday I sorted a problem that I had been pleading with Three for several days to solve. Three provided my number in error to CRS who bombarded me with threatening texts saying I owed money when I did not. Hours of my time were wasted with numerous Three staff members who seemed unable to grasp what I was telling them. Yesterday CRS told me the number they were using was definitely as provided by Three (who say I owe nothing). Yesterday I asked Three for an apology and an indication of how they intend to make up for the hassle they have caused me. No response to any of that. But I have had yet another email from the customer service/complaints team, this time asking me for my payment reference number from my bank!!! What planet are these people on? As I said previously, this is a great story for the media. I am sick of this situation, I want a call from someone senior in Three, not some underling from a call centre.

[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.