proof of purchase, 3 says i didnt get the phone from them

[soni]

Long story short, when requesting proof of purchase for accidential insurance claim with other insurer, three says I never got the phone from them.

My records prove other wise, evidencing "from three" DPD delivery confirmation email. Also jump in my direct debits thereafter, where i paid £48 to £50pcm  over period of 2 years. I explained to the chat agent, this would have been for sim & phone , they said they do not have record of this phone on my 3 account, just detail of sim only deals.

I eventually got an email address, where they said other team might be able to help. i can only sit and wait for thier reply. (threeinsurance@squaretrade.co.uk) Not sure why im referred to three insurance as i dont have insurance with them.

I need proof of purchase for the claim otherwise i've lost out due to 3's record keeping. This is not fair 😞

[Paddiewack]

My first thought is the imei of the phone would absolutely prove beyond doubt whether or not the phone came from Three or somewhere else. Any device can be identified from that number. If it were me I’d call customer service and ask them to cross reference said imei and that,in theory should put things to bed one way or the other. 

[soni]

Yeah I gave em all info , but they said computer still says no. I’m not crazy I know I would never had paid £48 then £50 pcm for two years for sim only deal. I’m hoping someone can work this out and help me get my insurance claim through. 

[PeteG]

Hello there. 

It's strange that the team can't confirm where the device came from. When did you take the contract out originally? Can you also confirm if you have two direct debits coming out? (One for the airtime, and one for the device).

Pete. 

[soni]

Hi, from reviewing my bank records and emails this is what I pieced together.

(EMAIL) (1) "Three Customer Services" confirmation of order email on 27/03/2021 referenced 101108596021,  Showing is for trio sim monthly contract of £16 pcm, with delivery date of 30/03/2021 (2)"From three" DPD confirmation of delivery email 30/03/2021 , parcel ref 15503562292559

(Bank Statements)  Single direct debit to H3G comprising (1) one off payment £96 12/05/2021 (2) then £48 pcm from 11/06/2021 to 11/04/2022, increasing to £50.16 pcm  until 14/03/2023.

After paying this for 2 years , i then switched to two consecutive sim only deals with three without upgrading the phone.

From memory, am sure i spoke to a 3 agent over the phone, telling him what i wanted around that time in 2021, i.e. the iphone 12 mini, and same type of sim deal with unlimited mins & data. He confirmed the phone would be delivered and monthly payments would be updated thereafter. The one off payment of £96 on 12/05/2021, i think also included cost of super fast charger priced £16. I also searched all my emails to see if I'mmistaken and purchased the phone outright elsewhere, but could not find anything .  I also checked my bank statements around that time too, and found no proof of this. I dont think I would have paid for the phone outright,  I never do that.

I remember the agent saying i would get ther receipt in due course, but i didnt.

On recent contact via chat, I was able to provide all the information about the phone's imei numbers, serial numbers , and other info, all sourced from itunes. The phone shows no image but still works, and can connect to itunes. 

I'm sure I would have got the iphone fromthree, the "from three" dpd emails and direct debits payments suggest this. Why would i get a parcel for sim deal, my previous iphone is iphone7 and accepts the same size of sim for iphone 12 mini.

So i need some help to get proof of purchase for this iphone 12 mini . Im sure the insurance company will ask for this. 

[JonathanB]

Hi @soni,

Thanks for the detailed response, I think that most likely clears up at least part of where things are getting confused. So the phone in question was supplied by Three on a previous plan, and you'd moved to SIM only in the interim?

When you were in touch was that made clear with the team that you were enquiring about a phone from a previous plan and term? Also just to double check, but when you moved to SIM only this was definitely the same account and phone number?

None of the emails you've mentioned from 2021 cover the insurer's requirements for a proof of purchase I'm assuming?

Thanks,
Jonathan

[soni]

I was on sim only deal coming to an end, and then I continued the same type of plan with same number, and also opted for new phone 12 mini. It seemed so easy at that time to say I wanna continue the unlimited calls data plan and also get the new phone. Insurer is yet to complete their assessment . I’m not sure if what I got confirms I actually got the phone 12 mini from three. Seems three acknowledged the new calls and data plan only, and never mentioned the phone 12 mini. I recall when I got my previous iPhone7 from three it was on my three account, The iPhone 12 mini was never shown, on my account. Hopefully three comeback to my email request. 

[JonathanB]

Thanks @soni,

If that's the case then a record of what plan and phone you chose on your upgrade should be on an "interaction" note on your account on the date you placed the order. As I say, any more recent upgrades will overwrite some information on the account, but we should still have records of what calls and chats have taken place, and what account changes were made.

Thanks,
Jonathan

[soni]

yeah thanks, i'll wait for three insurance to reply to my request , and then I'll take it from there. I'm, sure three has these records. 

[Paddiewack]

Three would absolutely have a record of your phone via the IMEI. As far as I’m aware if ever they wanted to blacklist a handset (and I’m categorically not saying this with inference to you) then they’d block the IMEI which is why I find it strange you find yourself in your current situation. But as I’ve said previously I wish you well.