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?

[shawny]

Hi, what was the website that you used to complain, all I am getting from Three is "I can understand your concern however we have now stop this offer" despite me telling them ""Note: Customers who have registered already will continue to receive the 200MB every month for life", so should still be receiving the free data credit each month""

[albobski]

Sorry for late reply

https://www.ofcom.org.uk/

[shawny]

Raised my complaint on 24th Feb, and when I go back to my account to see status - I find it was closed within minutes of complaint number being received - reason - "unable to contact"

[shawny]

@JohnM @JohnD, @PeteG, and @SuziM
I have raised two compaints  240310102032663  & 240224101975344  , and explaining the reasoning of the complaint to the advisors, yet both cases are closed within minutes without any explanation - I have requested 'Deadlock' letter, so that I can escalate with ombudsman, but this appears to be an ignored request.

is this normal for Three's complaint department to handle a complaint in such a way - How do I progress my complaint ?

[JonathanB]

Hi @shawny,

If you've made a complaint, this should only be closed if a resolution has been reached, or we've acknowledged that we haven't been able to reach a resolution, in which case you'd receive information about Alternative Dispute Resolution, and your right to take the complaint to the Ombudsman.

I'll PM you some info so that we can get you in touch with some colleagues who will take a closer look.

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

Thanks,
Jonathan

[shawny]

They initially closed both cases within minutes of being raised with reason "unable to contact"...... Both cases have now been escalated to ombudsman but still waiting for deadlock letters. Call made chasing these, the agent has placed a bereavement note on the case..... There was no mention of a bereavement 

[shawny]

I've rejected the £5 gesture of goodwill and asked for Deadlock letter.  Telephoned today chasing up the deadlock letter and was told non will be sent and to use response email. Queried why the 'respibse' email stated calls, texts, data was at 3p, 2p, 1p whilst I'm charged 35p,25p and 10p and the agent couldn't understand why I'm annoyed with the info received.

Was told £5 credit was the best offer , despite making them aware of theirs have had greater amounts. Two cases are now being raised with OMBUDSMAN.

1.  For loss of free data for life without notification 

2. Change of call/text/data costs despite receiving email stating I am on the 3p,2p and 1p tariff.

[pwalk]

I would say this is less than satisfactory, with regards to the original issue of Three withdrawing the offer. "We are currently aware of the issue and are working on having this fixed". Right.

[albobski]

Yep, I have my doubts about the issue being 'fixed'...

[droid5555]

I decided to transfer one of my data reward sim numbers to RWG mobile (EE network). When I generated the PAC code I got an sms from 3 saying that I had got £10 credit and I could request a refund but only after my number had switched. After it was finally ported it was an uphill battle to even contact someone in 3 for my refund. My account was closed when I ported, 3 no longer recognised the number, cant use 333 shot code. Using the 0333 CS number, options throws you out as requires a valid 3 number. Managed eventually to get onto their chatbot by using a PC (chatbot using a phone/tablet on their website doesn't work) and after several attempts it told me that they cannot process refunds and to contact customer services. Phoned CS avoiding quoting my number and the automated system told me to use the chatbot....eventually found a combination of options that took me to a real person. Next problem, I didn't have a direct debit, why would I? So gave them bank details and they said I would get my refund in 15 working days. Well today is 15 working days not including the day I called and no refund so far. I'll let you know if it comes. 

Got 2 other data reward Sims with credit which I'm not using. Not decided what I'm going to do with them.

My old 321 sim that I had for donkeys years had credit that suddenly vanished and then a few weeks later the SIM got deactivated. So much for their original 321 promise that credit never expires etc