"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.

[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.