"One of our agents has updated your query"

[manarh]

Question: does any know how do I read the query notes for a case. 

Context:

Three has decided to suspend my number a few days after I switched in and whilst I'm travelling. I can't call or chat to the team dealing with it, and they can't call me (as I said, the disabled by sim without notice and won't say why in any detail). A week in and still all suspended which means I can't even leave this disaster (in my case at least) of a provider until they go through some opaque process they have changed the rules on several times and never communicate about in ways I can access.

Three demand that I send emails with sensitive info -- none of which I provided at time of purchase so it can't be used to accurately prove I am the owner --  but insist on putting all updates into a case/query. Alas while the mobile app shows a place to access query info, that just says I need to log into the website... and the website seems to have no place with query info accessible.

[manarh · Accepted solution]

I wrote a load of info up as an update and advice but this site has three customer service standards baked into it. I've been logged out so it through me to a log in page then to the home page -- eating my reply in the process. Oh well. Long story short: I wouldn't use three if you care about the small risk you'll loose your number or at least have no phone just out of three not caring enough to make their systems work. 

[Paddiewack]

The only reason I can think this is occurring is some sort of fraudulent activity must be suspected. Otherwise they’d absolutely discuss things when you speak/chat/email them. The fact they won’t discuss things until you supply the info they want which you for whatever reason won’t supply brings you to an impasse. I myself tried looking for the query info as you call it but like you couldn’t find it.So as I see it it’s your choice;supply the information and prove everything is in order or cut your losses and get a phone (contract or maybe payg) elsewhere. Other people or forum moderators may have different and better suggestions but that’s it from me.

[manarh]

Yep, suspect fraud is all I know. Thing is, it's a pay as you go service which I bought a few days before they cut me off whilst I was traveling. At no point did the team tell me what they want (except perhaps by updating a case I can't access and support are clueless about giving me access to). Until I chased I didn't have any info on what was wanted or where to send it -- my options were to use a different uk number to be called somehow because they had disconnected my number or to email. So of course I emailed the passport info as requested. Apparently this wasn't enough and they want a bill but it took days of asking before anyone told me this. All this for info to prove they don't have as I paid by card and pretty much that's it. If they wanted to do a test billing to my card and ask me the amount or have me confirm the card number that might make sense but this ... this is just kafqa-esque insanity. Their broken processes have stolen my number.