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?

[Craiggor]

Just had another call back from the complaints manager I was talking to. He said he couldn’t wait to call me back when he received an email from the Solutions,Design and implementation team about my complaint. On the 21.12.23 a decision was made to let existing customers keep their 200mb. There has been a problem implementing this and they have instructed the complaints manager to issue me a 3 month 3gb data pack in the hope that the issue will be resolved shortly. If not sorted after the 3 months they will issue another 3 month 3gb data pack.

[DwvidIT]

I've just had the same conversation with them. After arguing they cannot just stop the 'lifetime' allowance, they offered me a 3 month 3Gb data pack.When I asked if this was an 'offer' to replace the allowance, they merely responded with the catch-all 'Three reserves the right to withdraw any offer.......'
Furious.
I have emailed Customer Services to tell them that their response is contradictory, confusing, and giving completely mixed messages.

Can you post who you spoke to, or how you got to a complaints manager, please?

[ChrisAO]

Nice one. Shame Three haven't managed to communicate that to its customers that had the 200MB pm. Even bigger shame that none of @JohnM @JohnD @PeteG and @SuziM  or @JonathanB have managed to obtain the information and post it here in the thread. It's pretty obvious (well it was a while ago anyway) that communication between "Three" and its staff is abysmal.

[shawny]

That's embarrassing !

Even the complaints live chat agents have no clue 

My complaint case file now has a bereavement note added by the agent - why ? I did not mention any bereavement..... I've now an accepted case with the ombudsman, regarding the lack of notice to change of tariff and secondly being told I'm still on the 321 tariff costs.

[pwalk]

That's some great news if indeed true, but I'll believe it when I see official communication from Three.

[Craiggor]

Had another call back from the complaints manager to confirm my complaint was still ongoing and the powers that be have been made aware I want my 200mb not a cash settlement and they have been made aware of this thread.

So if anyone from Three is reading this thread what is a reasonable settlement ?  I have lost 200 mb for life on payg, at 10p for 1mb that’s £20 a month £4,800 over 20 years. But I can get a 12gb plan for £10 a month that’s £2.400 over 20 years.  So what’s a reasonable offer ? I only want my 200 mb. 

[UKZiggy]

As ChrisAO says you have not lost 200M for life, they had every right to remove that offer as stated in their T&Cs, you have lost 200MB during a reasonable notice period which I would say is 2 months. You also lost any credit you may have used while unaware the offer had been removed so in my view £10 does not cut it but £50 or £60 easily does and allows you to buy a data pack that lasts 2 years and gives you 1GB a month over those 2 years.
If you open a case with the ombudsman it needs to be based on the unannounced removal of product not allowing you to make alternative arrangements and loss of credit. You will also be asked what you are looking for as compensation, I would suggest putting a value on your loss as just asking for 200MB is not on the table.
You are being strung along, they have known about this for months, ask to talk to a senior complains manager. If 8 weeks have past since your original complaint go straight to the ombudsman as you don't need a deadlock letter after 8 weeks. 

[ChrisAO]

Good Luck. We've all lost 200MB for Life as Three have changed the Ts&Cs (did you actually read them) which the Ombudsman has said they are entitled to do. The issue is they didn't notify us that they were doing so, nor notify us about the change in rates.

I don't really see how you can get something that's no longer on Three's system.

Only you can decide what is a reasonable and acceptable "offer" dependant on how you used to use the 200MB and any losses (reduction in credit) you incurred as a result of not being aware of the changes

I'm just hoping that Three will come up with something more appealing in the next 12 months (eg. a small size Data Add-on/Pack that lasts a LONG time (at least 12 months).

[UKZiggy]

I have a feeling, and I could be wrong about this..... but....
I think, Three are given the opportunity to review the Ombudsman complaint and make a last ditch offer, in exchange for a reduced Ombudsman fee if the end consumer accepts the offer.

This is based on:

1, The substantial increase in the offers value (£5-£10 initial offer increased to £50-£60).

2, That having accepted the offer the ombudsman state that if the offer is not acted on, then they can step back in and start the investigation, this indicates the investigation has not started, only a case set out.

It saves the Ombudsman considerable time conducting the investigation and probably ensures the Ombudsman is more likely to side with Three if the consumer has turned down, what can be seen as a reasonable offer.

The truth is the consumers losses are minimal, Three had the right to withdraw this offer, but they should have communicated it, the net result is the consumer has unwittingly burnt through any credit they had in their account and have not been given the time they needed to make alternative arrangements, but those tangible losses are, in most cases minimal.

[shawny]

I was offered £5, which I turned down, and escalated a case to the ombudsman.. 

I addition, the ombudsman are also looking at the email stating that I am receiving the 321 tariff, when clearly by credit usage, I am not !