Proof of Purchase and Proof of Usage

[are]

Hi,

I was required to obtain a proof of purchase and proof of usage by my insurance company and the customer service I have received regarding this has been awful.

Initially I opened a case using the 3 Live Chat but then 3 days later I received a notification that the case was closed. When I then chatted with an agent again on Live Chat they said that the previous case had been closed as no information had been uploaded to the ticket by the chat operator so I would have t go through the process again to log another case.

I did this on the 1 August and I still haven't got any of the documents back. Even though I was repeatedly told that it would not take any longer than 10 working days (which even in itself seemed crazy).

This is ridiculous as I need the documents to continue the process with my phone insurer. I am currently left without access to my phone including vital mobile banking apps due to this lengthy unexplained delay from 3.

Can someone please get in touch with me to escalate this so I can receive the documents today.

Regards,

Adam

[LivyB]

I am experiencing the same problem with Three. Was yours ever resolved. Did the insurance replace your phone as they said they can only give me proof of barring. My insurance company asked for proof of usage 

[aditya97]

I switched my network provider from Vodafone UK to Three as a few of my friends were using Three and convinced me to change. I even recommended a few of my colleagues. Unfortunately sad news, my phone was stolen - I contacted Three via phone on 18th July 2024 to request Proof of Usage and Proof of Barring for my insurance claim.  I was asked to send an email to (proofs@contact.three.co.uk) with my proof of purchase receipt. I was promised an email with the Proof of Barring and Usage within 72 hours.  I received nothing after providing my name, address, phone number and date of birth via email. I called twice earlier before and they said Proof of barring will be given from Apple. I spoke to the Apple team twice and even the Insurance team said, that proof of barring means a network is locked on the stolen device, so no one in the UK can use it and Three is my network provider as they have access to block network restrictions. I have still received nothing and request someone to help.  I have all the other information I need to submit my insurance claim but only lack of Proof of Barring which is preventing me from making the claim despite it having been promised by Asad one of the nice customer advisers who was little helpful before the other 2 customer advisers.

This is extremely disappointing as the rest of the service from Three has been an excellent process but a company is only as good as its weakest link and this is a very weak link. 

[JohnD]

Hey @are 

I'm really sorry to hear that it's taking so long to get your requested proofs. In case this still isn't resolved I'll send you a PM to get you in touch with some colleagues that can 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,
John

[Piyushkarkar]

I asked same but i get email that your case is closed without any information i get I don’t understand what happen with my case i asked for proof of usage and proof of barring as i not used my mobile with three card more then 3 days but for claim i need this documentation and its been more than a week still I didn’t get proof of usage ??how i get or i have to go to court against three for this documentation 

[Vineetbhatnagar]

Hi John

I also need the proof of usage for my device

My number is 07*********

It's been 7 days I have raised 10 request with three which they keep closing saying resolved 

Buy not once I received any proof of usage

Please help

Thanks 

[Timokaye88]

Hi I called customer service on monday and was told i would recieve it but havent got anything in my email address and my insurance is waiting for me to give them this information in order to move forward with my claim can i please be fastracted as this has been on going for more then two months now!!

[KateS]

Hey @Timokaye88,

I'm really sorry to hear you've not received the requested document as advised.

I'll also drop you a PM with some instructions on how to reach out to my colleagues who will be able to send this over to you via email.

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

Thanks,
Kate

[de66ie]

Hi i had a live chat and was told i would recieve it in 72 hours but havent got anything in my email address for over that period and my insurance is waiting for me to give them this information in order to move forward with my claim. 

[Lornaj]

Hi I sent a request for this also on 20th May and still have not received this. Please can I have it fast tracked as I have been waiting a long time and my insurer keeps asking for the Proof of Usage