Phone stolen - insurance requires IMEI blocking

[Phana]

The IMEI of our son’s stolen iPhone needs to be blocked. This might have already happened on the Three network. Our insurance company requires this also in the GSMA (CEIR) database.

Argos, Apple & Three haven’t been able to assist so far. I wonder who could get us out of this challenging situation.

[MichaelP]

Hi @Phana,

I appreciate that this has been a distressing experience for your son.

When you spoke to Three's Customer Services, what were you advised about the blacklisting and next steps, and have you been given proof of this yet?

Thanks,
Michael

[Phana]

Thanks, Michael.

Three CS asked for Argos to show proof of purpose on letter headed paper.
They declined, saying “it’s all in the box” (e.g. the IMEI).

Three haven’t advised further, just saying that they wouldn’t block the IMEI.
We had asked, if impossible, to put that conclusion on letter headed paper.

Our insurance company would be happy with that, so at least a bit of flexibility there.
It probably depends on speaking to the right people now.

Unsure which proof you are referring to, we don’t have anything suitable yet.
There are numerous other such cases in the Community, hopefully we can also be successful.

Regards,
Phana

[PeteG]

Since the store can't provide the receipt with the IMEI number, it could create issues for the support team blacklisting the device, as they need sufficient evidence that the phone they are going to blacklist is being done so at the request of the owner of the phone and no one else. You might be able to send in a photograph of the box showing the IMEI number and phone information, although I'm not entirely sure if that's sufficient. Fingers crossed that works though. 

Pete. 

[Phana]

Thanks, Pete.

Previous Community members (other cases seen here) have failed with their attempts.
JonathanB, for example, suggested an escalated (UK) support team.
Could someone please provide the best details for where to send this to?

Regards

[PeteG]

In the past this was done by speaking to a contact within Three, however this is done when the required information was provided, but something still went wrong. There isn't anyone that it can be passed onto if you don't have the required proofs. Do you have the picture of the box with the IMEI number I suggested? 

Pete. 

[Phana]

To clarify, Pete, we have the (pic of the) box with the IMEI number you suggested.
What could happen next, please?

[PeteG]

You'd need to send that proof in in place of the receipt so that the team can have a look at it. 

Pete. 

[Phana]

Where may I send the pic, please?