Blacklisting Phone on CEIR database

peter45133 · ‎07-18-2023

My iphone was stolen on 4th June and reported to Three the same day. My insurance company asked for proof of usage for which was provided by Three after I sent the proof of purchase on 23rd June. The POU shows the phone as being blacklisted. The insurer advises that this has not been recorded on the CEIR database and wont pay until this has been done.

Your chat bot advised to upload the proof of purchase again, but I dont have any confidence in this being actioned as it should have been done the first time. Is there anything else I can do to get the phone registered on the blacklist?

JonathanB · ‎07-19-2023

Hi @peter45133,

I'm sorry to hear that your phone was stolen, and that you're now running into these issues with your insurance claim. I'll PM you to get you in touch with some colleagues that can take a closer look and make sure the phone is blacklisted.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

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JonathanB · ‎08-28-2023

Hi @nvelugop,

I've answered you on another thread and sent you a PM but just posting here in case you miss the other one. The PM will get you in touch with more help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.

OldCustomer · ‎07-02-2024

I’m in the same situation and am tearing my head out with your Web chat advisors incl senior “custom service” managers. They just keep saying they’ve done all they can (which is f… all) and have wasted hours chatting to them. No one wants to give me a direct email or telephone number - why is three not helping its loyal customers??

Jazzymac4 · ‎07-31-2023

I also have the same issue. Three are telling me the phone has been blacklisted. But the insurance company want it onCEIR. I am on the phone to 3 and tearing my hair out. They don’t understand what they need to do. I need help urgently as I am running out of time for the claim.