Used to have the free 200M data sim but it stopped without notification?

[pwalk]

For the last couple of years, I've had an active free 200MB monthly data sim.
Recently after the online account and app has been updated, I couldn't see my allowance or refresh date. The SIM continued working fine (data and incoming calls as well).

I chatted to support and the agent appeared a bit clueless and claiming this has stopped. I didn't see how this could have been stopped since it was working fine and I haven't heard anything about it from Three. When I confirmed that I can still use data on it (while roaming as well, as it used to), the agent's reply was basically "that's great".

After coming off the chat, it has suddenly stopped.
Now, I understand that the service might have stopped and it was a free service, but to cut it off just like that, without notification and after chatting to support who didn't appear to know abut it, is strange to say the least. For all purposes, this was a normal working SIM from Three, albeit for data only. I'm sure something's wrong here?

[pwalk]

Hi @JonathanB ,

Do you have any update on this please?

[JonathanB]

Hi @pwalk,

Sorry not yet, but I will update you as soon as I have any news.

Thanks,
Jonathan

[JonathanB]

Hi @pwalk, @Anonymous,

Thanks for your patience, we'd like to take a closer look into your accounts so @JohnM has sent you some info by PM to get you in touch with some colleagues who will gather some account info to help with the investigation.

Thanks,
Jonathan

[Anonymous]

I appreciate your help Jonathan

[Anonymous]

Hello Jonathan,
Thank you for your reply. Yes, we have 6 Mobile Broadband Data Reward SIMs in the family for several years, and all have had their Data Reward benefits (200MB free monthly allowance, 3p/min call rate, etc) replaced with the regular Mobile Broadband tariff (no free allowance after a 100MB Starter Pack, 35p/min call rate) after the Three system update app re-registration.

[JohnM]

Hello @Anonymous,

Lets get this looked at!

I have dropped you a PM with a direct link to our colleagues who can look into this more.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

John M

[Anonymous]

I appreciate your help John M

[pwalk]

I will tag @JohnM here who perhaps can comment and let us know what's the deal with this once and for all. 

[Julesy]

If enough of us complain to the ombudsman, as they have gone back on their word of honoring the contract for a lifetime, would it possibly help get it reinstated? What do people think?

[Monstromart]

In theory, if the ombudsman spot common themes in complaints, they should report to Ofcom. In practice, I would not count on that. The ombudsman are paid by Three.

Your best bet would be to report Three directly to Ofcom and Trading Standards, possibly also to the CMA.

PS the official ombudsman position on this is that Three had the right to withdraw the offer. I disagree because terms are conflicting - they promise the offer 'for life' but then they have a right of withdrawal clause-. Here the Consumer Rights Act 2015, part 2, section 69 should be applicable. It states: “If a term in a consumer contract, or a consumer notice, could have different meanings, the meaning that is most favourable to the consumer is to prevail.”