Cash credit refund -- please help!!

[Charliew]

I requested a refund on my cash credit on the live chat (I only added cash credit so thst I could buy a data add-on, but when I tried to buy a data add-on with my cash credit it wouldn't let me). They told me I had to call the helpline. So I called the helpline but can't get through to speak to anyone. How am I supposed to get my refund? I'm literally going round in circles and the people on the live chat are not understanding the issue. Absolutely appalling customer service. Any advice?

I'm increasingly feeling like Three is trying to scam people out of money and then provide absolutely no way of getting a complaint resolved...

[PeteG]

Hello, Charlie.

It's strange that the system wouldn't let you convert your credit into a data pack. What was happening when you tried to do that? 

Usually the team would be able to do that for you as well, were they also unable to do it? 

Pete.  

[Charliew]

I literally wasn't given the option -- in the app (which was fully up to date) or on the website -- to use the cash credit that I added to my account specifically to purchase a data add on. So I had to buy a new data pack and now my cash credit is sitting on my account unused. I want it refunded immediately as I was told by Three's website & app that I could use it to purchase a data add on. 

When I contacted customer services through the app they were absolutely useless (as they have consistently been whenever I've had an issue) and so I called the helpline and was promised a call back within 72 hours. I never received a call and this has happened before too. It's totally unacceptable and clearly designed to make it difficult for people to resolve issues so Three can keep their money. 

I'm sick of wasting my time with Three's supposed "customer service ". Just refund me my money. 

[JonathanB]

Hi @Charliew,

I'm really sorry to hear this has been your experience. We can't directly help with refunds on the Community, as we're not able to access or disclose account information in response to posts here. Please use the options on this page to raise the issue, and let us know if the team are able to.sort out.a resolution for you.

Thanks,
Jonathan

[Charliew]

I feel like I'm going mad here. I'VE TRIED ALL THOSE SO CSLLED "HELP" OPTIONS. The people on the live chat said I have to call to get a refund. So I call but it's an automated message. And then the automated system promises me a call back with an actual human being within 72 hours which I never get. 

THIS WHOLE THING IS COMPLETELY INSANE. Can Three customer service actually get in touch and sort this? I've been round the houses waisting my time. Call me like you promised. 

[PeteG]

That's strange, I'm unsure why you wouldn't be getting the call back, or why the team would be unable to assist on chat, as doing a refund is absolutely something they are able to do there. You can register a complaint about the experience and speak to the complaints team about what's going on. 

You can register the complaint on the complaints page using the complaint form, or you can contact them on one of the other options there. The team will do their best to resolve the issue for you. 

Pete.

[Charliew]

I registered a complaint using the process you describe yesterday. Despite having full signal snd my phone with me all day, I received a text message this morning saying:

"

Hi, it's Three.

We tried to reach you to discuss your complaint.

Please call us back on 0800 033 8019. Our lines are open Monday to Friday from 08:00 to 20:00, or 09:00 to 18:00 at the weekend.

Alternatively, you can start a Live Chat: 3.uk/CallbackChat"

Absolute rubbish. My phone never rang once. And now it's back onto me to chase a call YET AGAIN. This is absolute nonsense. I need this resolved NOW. 

[PeteG]

Oh that's some bad luck there, I have no idea why it wouldn't have rang. Do you have issues getting calls normally? The complaints team might have left notes on the account, and should be able to discuss the complaint with you if you call. Generally the team will attempt to contact you again after the first attempt fails, so you might be scheduled for another call back this weekend, or perhaps on Monday. 

Pete.