Usual story, been with three quite awhile. Completed an upgrade via live chat, delivery date / window received. Had a call which I missed, got onto live chat within 10 minutes as voicemail said they would call back if needed. Live chat informed me that they protection team had cancelled the upgrade because the call was missed. In this day and age, this is astounding, given I had to validate the account, complete a full credit check including running a check on a card in my name and then confirming via OTP to the phone number I cannot believe due to one missed phone call 2 hours before delivery the upgrade was cancelled. It then took me to point out that now I have an outstanding credit check ran for nothing, I was offered £5 as a gesture of goodwill and told ' complete the upgrade again '.
This process needs a serious review, it cannot be that difficult to leave a voicemail asking to call back, or at least call before the delivery is accepted and in transit. Three must be the only mobile operator who do things this way and it looks to have cost them yet another customer.
