Three Mobile Complaints

aliasgrace

I've emailed 3 today using kevin russells address. I got a response 3 hours later but what they'll do about my complaint is another thing.

The only other address I've got for 3 is their credit management.

Hutchinson 3G UK ltd
P O Box 1500
Glasgow
G2 5ZF

You might want to try trading standards who were very helpful with me today.

williham

missk_ensington wrote: »

3 Mobile Communications
PO BOX 333
Glasgow
G29 AG

Im pretty sure thats some kind of made up address or something, the post code doesnt have enough characters in it. If anyone has an address where I can write to them, please let me know!!

That's G2 9AG that has the right amount of characters.

vicke_p

I am not a three mobile customer but had reason to complain following an unsolicited call from one of their 'authorised dealerships' completely out of the blue. After telling them in no uncertain terms of what I thought about them calling me during my lunch and the 17 subsequent calls to sort things out, I contacted three mobile to complain via the CEO and received a letter 'on his behalf' from the Executive Office. My complaint was taken and eventually sort of resolved.
I was sent a broadband dongle for my trouble to try it out with a view to possibly taking a subsequent contract, the dongle doesn't work. I have attempted to contact their Exec office by email (four times) and have had one message left at 5.30pm (they close at 5.30pm) apologising they were unable to speak with me and a promise of another call back, this was over a week ago and i'm still waiting.
Guess what three mobile, your products, service, complaints process and so called executive area is a joke. I am thankfully not now nor will I ever be a paying customer of yours and I hope to spread the word using as much of this kind of media as I can. You should be ashamed of the glossy adverts on the TV, such a waste of money and effort but I suppose you'll catch the more gullible members of our society!!

Tiff5000

As a 3 mobile customer I was having a real problem getting my problem resolved from the call centre staff. They didn't seem to have a customer service centre however I thne stumbled across the Chief Executive's email address when searching on the internet. Although I didn't get a personal response I received an email from the Executive office with a direct number in the UK. Whilst they failed to rectify my problem I felt some sort of relief to actually have contact information and know that the problem would be looked into rather than being passed around a contact centre.

The Chief Executive's email is

[EMAIL="kevin.russell@three.co.uk"]kevin.russell@three.co.uk[/EMAIL]

The Executive office for complaints email is

[EMAIL="executive.office@three.co.uk"]executive.office@three.co.uk[/EMAIL]

and their direct number is:

08433 733 330


In the past I have found that going directly to the Chief executive gets the problem resolved quickly - not in this case and I certainly will not be renewing my contract however it may be of some use to people with problems.

Mac86

I have had various calls to Three Mobile regarding being charged for insurance that according to their system is not on my phone but that the insurance firm say was never cancelled and that such info should not be on thier (Three) system. Each time i have called they do not get back to me (1sst was within 48hrs and then 24hrs!)

I cannot see a specific complaints section on thier website.

Would the email addresses above be my next step?

Oodybooks

I have experienced Three 'customer care' as I have a mobile broadband account. After having the original account on a fixed term, all I wanted was to change it to Pay as you Go. I was persuaded to move to a lower cost six month rolling contract as it seemed a good deal. They also stated they would not charge for an outstanding month. Big deal, I already overpaid anyway and didn't owe them anything. They have since chased me for this outstanding month, without an itemised invoice as explanation and cut off my connection way back in February. I have been told on two occasions that it would be reconnected. Never happened. I am now in talks with a debt agency for the huge amount of £49.34. I could pay this out of my small change collection! They even told the agency that I was cut off due to the outstanding debt. Maybe the help desk, which is in foreign parts, need English lessons, none of them seem to understand honesty and truth. Has anyone else come across this type of problem?

Widelats

Oodybooks wrote: »

I have experienced Three 'customer care' as I have a mobile broadband account. After having the original account on a fixed term, all I wanted was to change it to Pay as you Go. I was persuaded to move to a lower cost six month rolling contract as it seemed a good deal. They also stated they would not charge for an outstanding month. Big deal, I already overpaid anyway and didn't owe them anything. They have since chased me for this outstanding month, without an itemised invoice as explanation and cut off my connection way back in February. I have been told on two occasions that it would be reconnected. Never happened. I am now in talks with a debt agency for the huge amount of £49.34. I could pay this out of my small change collection! They even told the agency that I was cut off due to the outstanding debt. Maybe the help desk, which is in foreign parts, need English lessons, none of them seem to understand honesty and truth. Has anyone else come across this type of problem?

You mean that call centre in India with the telephonist speaking in so strong a Indian accent that its impossible to understand them? If that's what you mean then yes, i had a call from them and ended up hanging up on them as i could not comprehend what syllable they just spoke, i understand Indian accents, but not native Indian that has very very limited English language skills and didn't understand the problem i was having - how can a reception telephonist possibly sort out a mobile mast network fault from India?

3 is a joke.

slobba

I recently contacted Three direct and decided to migrate my number from O2 to Three on their 'The One Plan SIM Only' tariff. Once this process had been completed, I asked them to ensure that my phone was activated for International Roaming. Imagine then, my shock when I was told that because I had a SIM Only tariff and had not purchased a phone from them, that I would have to wait 60 days. I told them this was completely unacceptable and asked them why, offering to pay a deposit if necessary, they said this was not possible and it was a companywide "policy decision". I then asked why I was not told this before I agreed to move to Three, given this was a significant and material deviation from what could be reasonably accepted. I told them it was akin to selling me a car and then informing me that I couldn't put fuel in it for 60 days.

The service agent said all he could do was "apologise", saying that it was a policy decision and there could be no deviation. Then to rub salt in the wound, he said if I wanted to leave I would have to give 30 days notice and by then "you will be close to the 60 day period".

This was subsequently escalated to a "senior manager", but she was equally belligerent, saying that the policy decision was made because of an increased risk of fraud on international roaming and it was applied universally and had nothing to do with credit ratings. I said I was willing to pay a deposit if necessary, she refused. I asked her why I was not informed about something so fundamental at the time of my initial enquiry, she said she apologised. I asked her why this material condition was not included on their website or within their terms and conditions, she refused to respond. I asked her how she could claim that someone that opted to go for a 'Sim Only' deal was a bigger risk that someone that both a new iPhone from Three, she declined to answer.

I can fully accept that Three need to protect themselves from the risks associated with international roaming, because of the time it takes to receive call data from other operators. But the risks associated with this fraud are minute in the extreme and to have a blanket policy for everyone, without any option of paying a deposit etc., is completely unacceptable and in my view, a clear indication of their utter contempt for customer service. As for applying "policy decision" in such an arbitrary way, without informing the customer in advance, making it clear or including it within their terms and conditions, this is outrageous. My advice to all Three customers that experience such contempt is to vote with your feet, unless, or until the shareholders feel the pain in their pockets, little will change. As for the senior manager who made this "policy decision", I suggest he or she spends a little more time in the real world, before their decisions result in extended leave.

skittles_girl

I have been on and off with Three for some time. I had taken a contract from them in Sep-2011. I face the same issue as @crazyclaire. We are having reported problems with the 3 network since April 2012 at where we live. It started with few call drops and then went on to a stage where I do not see any network bars on my phone.

To add to my agnonies - never ever a call can be placed without having dialed a number about 25 odd times. And there is no guarantee that you will complete that call. I am on the ONE PLAN, where I almost finish my minutes or even exceed that (No wonder where my minutes go !).

They have all of their masks down in Eastern London (Even Stratford, which is the Olympics Hub). I had been behind them since last 2 months for getting the contract terminated on these grounds.

I can list down some of the weird ways they work with (which are a pain in the wrong place) -

1. They are never aware of any ETA when their network will be working again.
2. They keep on transferring you dept to dept (you are just on hold for any amount of time - I have been on hold for 50 long minutes) and at the end they have only 1 thing to say - PLEASE GIVE US A WEEKS TIME TO GET BACK TO YOU. (how crappier)
3. They never make any notes on your account (though they say they do). So the next person who talks to you will ask you to repeat the entire saga.
4. They say they will return a call and no one bothers to call you.
5. Any call to their customer services will not last anything less than an hour.
6. Come what may - they always try to blame it on your phone (Though I have told them that I tried their SIM in different unlocked phones and it doesn't work)
7. They only will give you a month's waiver to compensate your problems, though you may have been facing them since more than months.
8. After all this hypocricy - They still "Value" you as a customer and so do not want to "LOSE" you.

IGNORANCE, INDIFFERENCE AND WHAT NOT WILL YOU COME ACROSS WHEN YOU PLAN TO BE THEIR CUSTOMER.

Me and my husband both have 3 contracts. While for the issues that we both face - I somehow could free myself from their contract. But my husband was not spared and he still has to go on with them for another 6 months - ELSE PAY A FEE (As they say)

They do not have a UK Based call center and that's one primary reason why you are hooked on to calls for hours long and receive no solution at the end. I have spoken to call centers of O2, Orange, Vodafone and Talkmobile. All are excellent and prompt and really listen and solve your queries. (THEY ALL ARE UK BASED)

By any chance - IF you truly value your patience, peace of mind, money and time - PLEASE CONSIDER THIS REVIEW AND DO NOT GO WITH 3-MOBILE.

Rather get onto a CashBack deal from Quidco or TopCashback for any contract with Vodafone, O2 or Orange or even LYCA, who can give you the network you desire and also the cost will be lesser when you get their cashback.

Wasting time and money with THREE is just not a wise decision.

BEWARE OF THE FRAUDSTERS CALLED 3. THEY GIVE YOU CHEAP DEALS NO DOUBT, BUT AT THE COST OF NETWORK, CUSTOMER SERVICE AND YOUR PEACE. THINK, DO YOU REALLY WANT IT NOW?

Steve3

I recently signed up to a 1 month rolling 3G contract whilst working away. When I phoned up to cancel it, I had horrendous problems. The first call lasted 35 minutes and I was put through to several people all with terrible English accents that I couldn't understand very well. After being given a lot of sales talk that again I could not understand, I could tell that no one wanted to cancel my contract and so I got firm with the woman I was talking to and told her to just cancel my contract. She agreed, however I could tell something was wrong as she refused to give me any cancellation reference and was acting oddly. A week later I rang again to confirm that my contract had been cancelled and was told it had been upgraded. I was then pushed around to several different Indians. In the end I just hung up.

This is totally unacceptable behavoir and downright fraud. I have sent emails of complaint but I have not heard anything back.

Today, I was speaking to my Sister (who I don't see that often) and she told me that she experienced the same when she phoned to cancel her contract. She was messed around by the Indian call centre staff and instead of cancelling it they extended it. She was extremely stressed out about it at the time as I am now. We have our lives to lead and why should we have to spend hours and hours trying to do something straightforward and to which we are entitled?

Also, we all know that all mobile companies will automatically trash your credit rating when you refuse to pay or you stop your direct debit.

This practise has to stop. If any other company behaved like this they would be in the dock on charges of fraud.

For this to have happend to both myself and sister shows it must be rife. If anyone has any advice or is able to do something to bring Three to justice, I would be grateful to hear from you.