What really grinds me is that there is seemingly no way out of this mess. A recent example - parts I have previously reported: I travelled to Austria in Sept/Oct. At the beginning, switched off roaming and used an eSIM. Received daily notifications of roaming use despite this (sub-1kB data usage overnight as outlined before), so when the eSIM ran out, I bought a Go Roam Pass for 7 days. After a subsequent complaint, my roaming charges were dropped for the first week - as a 'goodwill gesture'. It's very obvious that I didn't 'use' any data as the charges were triggered by once daily <1kB data transfers - so you wonder why Three tech support can't filter for that adequately.
Fast forward, beginning of December. I arrive in Austria on 03/12 for 6 days - daily roaming charge triggered on arrival. I try to purchase a Go roam pass but can't as one is active on my account. I contact Three support via chat, and the support agent states 1) he can see the Go Roam pass being active 2) I should not worry despite receiving daily texts regarding the charges, this would be sorted out prior to issuing the next bill - and if it wasn't, I should contact them and it would be rectified.
Late December, I visit Portugal for 5d, and the same texts arrive regarding charges. Again, I try to purchase a Go Roam pass but not available as the previous one is active.
My bill arrives 28/12 - no surprises, daily roaming charges present on the bill amounting to >£15. I contact Three customer support, and I am told I was 'informed about the charges via phone' (referring to the texts I can only assume). After another 'good-will gesture' of £10 being on offer, I got rather angry as I had proof in writing that this should be sorted out as per Three customer services. Eventually, the £15 are waived, but I'm put in touch with customer relations to escalate my complaint. They offer a further more generous discount, but the upshot is that all that Three can recommend is to set the spend cap to £0 to avoid further charges in future, and if I can't purchase a Go Roam Pass I ought to contact them to reset the account. Apparently the spend cap will still allow me to make phone calls - I feel uncomfortable not having the ability to make phone calls in case of emergencies (even if that was construed as a 'rather odd situation' by customer support) but we will see how this all pans out.
Logging into my account right now, I still cannot purchase a new Go Roam Pass. When removing the allegedly 'active' one, the app crashes and won't allow me to proceed. I guess I'll have to cross that bridge when I next travel. On the whole a rather unhappy situation still - I appreciate that Three really is the discount network out there, but the sheer challenges encountered every time I travel make me want to leave and join e.g. O2, just so that the whole roaming issues go away.
