Problems blocking IMEI on stolen phone

[Laura4]

I had my phone stolen on NYE after only a couple of days of using it. I’ve provided proof of purchase to three but they state they are unable to block the IMEI because the receipt (proof of purchase) doesn’t contain the IMEI. After speaking to Argos (who I brought the phone from) they have told me they are unable to include the IMEI on the proof of purchase. So now I’m stuck between a rock and a hard place as I can’t claim on my insurance until Three block the IMEI. Really questioning whether I want to continue being a customer after this - it shouldn’t be this hard to get a stolen phone blocked!!

[PeteG]

Hello, Laura. 

It's disappointing to hear that you have had the phone stolen. Proof of purchase is something you'd always need to have when requesting a phone be blacklisted, regardless of network. 

I'm not 100% sure on what would be accepted, however I imagine that the receipt along with a photograph of the phone box showing the IMEI number on it might work. You could try that and see how it goes. 

Pete. 

[Laura4]

Hi Pete,

I have tried your suggested route and this has been rejected again as the receipt does not contain the IMEI, but the retailer are unable to provide this. Is there a complaints procedure I can follow to try and get this resolved?

laura 

[PeteG]

Hi, Laura. 

That's disappointing to hear, I was hoping that would be one of the things they could accept. 

There is the option to register a complaint on the Complaints Page. The team can investigate to ensure the correct processes have been followed. 

Pete.

[Laura4]

Hi Pete,

Thanks so much for the reply, but I’ve been told the receipt and a photo of the box isn’t enough! I’ll try that again though!

Best wishes,

Laura