miss informed

[Adam5ki7]

I recently called up Three, it was the 0333 number, and I spoke to a young girl, it was difficult to make out what she was saying, but I was calling to confirm payments on my account.  I have a direct debit with 3 but I make payments manually.  I had made my payment, but when I asked the girl where I stand with my account she told me I had not paid for the present month and the month before, and I will be cut off by midnight.  It was said to me really abruptly, like it was my fault.  When I asked to confirm this and to double check, she was not replying to me, I could clearly hear all the commotion in the background, but she did not reply to anything I was saying.  Then the line cut off.   It made me ring up my bank, to which they  confirmed that all my payments were up to date and had gone through!!! By this time I was in W.T.F mode, and I rang three up again, only to be told my account was up to date, and all is good.  What made the customer services girl tell me that I was behind on payments.  It stressed me out, made me feel I was the but t  of an in joke, and made me think, can staff just toy with you if they wanted???

Bottom line is, now I don't trust three for that what happened to me.   Has anyone had anything similar happened to them?

[JonathanB]

Hi @Adam5ki7,

I'm really sorry to hear that you were misinformed. I'd assume this was an honest mistake. We can't access accounts or listen back to calls when responding to a forum post, so we can only speculate here.

You've mentioned that you have a Direct Debit, but you always pay by manual payment, so perhaps this confused the staff member as they would have been expecting to see Direct Debit transactions on our payment records.  I'm glad the next advisor was able to clear this up.

If you think this should be investigated further, then please use one of the options here.

Thanks,
Jonathan

[Paddiewack]

I think you’re making more of this than there actually is to be honest. In fairness to you though there can be a language barrier to SOME degree so much so that on the rare occasions I call customer service I call twice and speak to a different person and if I get the same answer twice then I know I’m on solid ground. Obviously I shouldn’t have to do that but it is what it is. As for being the recipient of a joke I think you need to turn your sensitivity meter down a little.