Three

[Jaypatel]

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 April 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,
Jay

[JonathanB]

Hi Jay,

Sorry to hear about this situation, I'm not clear from the post if your phone was lost, stolen, or damaged, but we know being left without a phone can make lots of everyday things difficult to manage.

If I'm following correctly and a case was raised on the 1st, it's been 3 working days since then factoring in the bank holiday weekend, so your request may still be in progress. I appreciate you're saying that you've had to be in touch multiple times, and have a case raised more than once, so using the options to get in touch here may help.

Thanks,
Jonathan