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

[sc1999]

The only people who can help are the moderators. Follow this link and send a message to Jonathon, the moderators have other roles in 3 so not sure what the speed of response will be.

(1) About JonathanB - Three Community

[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

[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 

[KateS]

Hey Lornaj,

I'm sorry to hear you've been waiting so long for the Proof of Usage document and understand how frustrating this must be.

I'll drop you a PM with instructions on how to get in touch with some colleagues who will be able to help you.

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

[Lornaj]

Hi Kate,

My insurance company came back and said they couldn't accept as it was a Word document proof of usage, can I please have it in a PDF form. They won't accept me making it a PDF as they can see when it's modified and said they don't allow that. Thanks. Lorna

[KateS]

Hey @Lornaj,

No problem at all, I'll pop you over a PM with some further information.

Thanks,
Kate

[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.