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

[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 

[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.