Withholding valuable information from customers

[Carole]

Mobile phone Networks were contacting their customers informing them they can make free calls to their relatives and love ones after the storm Melissa disaster in Jamaica and Cuba. But not Three, I received no message to inform me that calls are free between 28th October to the 3rd November however, I got a message on the 5th November advising me if I did use my Three account to make calls it will be zero balance. 

[PeteG · Accepted solution]

Hi there. 

It's disappointing to hear you weren't made aware before hand. There was signage about the charges being covered on the Three Social Media pages. 

I don't personally know what the best practice would be in relation to notifying customers of this in advance, but I can feedback that not having this sent out as a direct notification as soon as the info was available could mean that some users won't know about it.

Pete.