Three Mobile Complaints

andyflyboy

Not only do three make it difficult to contact them when you do they will pass you around the phone system for hours in the hope you will just hang up. I took out a one month rolling contract but after getting the SIM i found out that there is no real service where I live so I tried to cancel the rolling contract after 8 days. I was placed on hold and past around there customer services department for over 2 hours and all I was told each time is they need to pass me to another department. Whats more i talked to the same guys in the same department on two separate transfer occasions. The worced customer service I have ever encounter. Is this just a policy to keep there customers by making it impossible to contacted them or cancel a contract.:mad::mad::mad:
I will never deal with three mobile again it's not worth the aggravation.
And yep I too never got the contract canceled. I have no sent letters to the customer services department, customer complaints department, press office and MD. But i do not expect to get any response. I believe this is rife and in-bedded in the culture of the 3 mobile.
Not to mention possible illegal under the sales of gods and services, I agree
This practice has to stop. If company's behaved like this then they should be strip of the rights to trade.

Steve3

I had a condescending and patronising response from Three this morning. Apparantly, I imagined the whole thing. Note that he does not mention that my contract had been correctly cancelled on the first phone call. He just accuses me of being confused. By the way, there is nothing wrong with my mobile phone number (which I have now redacted of course).

Hello Stephen


I'm sorry to hear about the problems you've had when trying to give 30 days notice to cancel your mobile broadband account. I've tried calling the other number we have for you, 07855 xxxxxx, but it’s not recognised.

On reading your email and the notes on your account, there’s clearly some confusion over an upgrade that you believe was carried out on your account. I can confirm however that no upgrade was ever completed on your account. One of our advisors did speak with you about a potential upgrade for an iPad, if you remained on your current deal for 90 days.

Notes about this were left on your account, but we haven’t upgraded your account at any point. I believe when you've called back to check the status of your account, the possible upgrade was mentioned, which has obviously led to some confusion and I'm very sorry about.

What I'm proposing to do for you is schedule your account to close on 8th February, therefore completing your 30 days. The account will then close and the bill for £xx.xx will be due for your first month’s usage and nothing more. Your first bill is higher than your usual monthly charge, as you're charged for a month and up to nine days, which allows the SIM card to start working right away.

This bill was due to be taken by direct debit on 4th February. So, if you call our customer services on 0843 373 3333 to pay this before, or on this date, it’ll prevent the account from being passed to our collections team.

Once again, I'm sorry for the confusion surrounding the closure of your account and the notes about the upgrade, which you thought had been done without your permission.


Thanks



Allan Kyle
Three Executive Office

Steve3

I thought I should point out that Allan had my number incorrect with the last 2 digits the wrong way round. However, I know my mobile number off by heart and would not have given it incorrectly.

It is clear to me now though that Three had no intention of cancelling my contract despite me having spent 35 minutes on the phone to them purely to cancel it, as in the terms and conditions of the contract. Allan Kyle has no explanation for this and has not adequately explained what happened. Why was my contract not cancelled? Do Three think this is acceptable behavoir? Is it right that I have to spend hours on the phone to an Indian call centre being pushed from pillar to post just to be ignored? Does Allan think he has come to my rescue with his patronising Email telling me I must have been mistaken?

I get infuriated by these big companies who think they can treat customers like fools.

I'll keep you updated on the outcome.

hashill

Hi, I had a three broadband plus account which I gave my notice to three back in December 2012. During the process they couldn't understand why I wanted to cancel and tried constantly to sell other products. I served my 30 days notice, paid the outstanding bill in Jan 13 via Direct Debit. I then duly cancelled my Direct Debit within them. Then today I received a bill for Jan 2013. After 90 YES 90 minutes on the phone, they said they hadnt cancelled the account but would cancel it today. After still trying to sell other products to me which I did not want, they still wanted another 30 days notice. After refusing to pay the bill, they have agreed to only charge my £5 but I need to phone back tomorrow to arrange this.
Three are bad to try and cancel. I would be interested where I can complain to.

gp22

I have called up Three to cancel my SIM only contract within the first three days as there was absolutely no reception.I have even written to them in the first three hours of using my SIM.I have never made a call.

These conmen are saying I have made one call i.e to 333(to actually ask to cancel the contract) which is their customer service but cud not complete it as the signal doesn't stay for moe than 20 seconds.I have made one test SMS with one just Hi to a friend.Now they are saying because I have used this one SMS I cant cancel it and have to pay 32 pounds.They transferred me from Dept to Dept.

They frustrated me with all sort of delaying tactics, confusing me saying sometimes they will sometimes not and every time asking me tell my security details and misleading me.

They have acted like conmen, highly predatory.If that is how they acted with me how about lot of elderly pensioners and ill informed people like that.

Please Folks beware of Three Predatory tactics.Record all your calls speaking to them.Write to their Complaints Dept but dont expect anything.This is all well sanctioned and well coached predatory tactics from the Top Managements.So dont blame the poor Indians in the Slave call centres working for about 200 pounds a month salary.

Can anybody here advise me on whats the best strategy.Whether to approach Ofcom, Ombudsman or Small Claims Court?I am prepared to go all the way becuase they cud do this to others especially bully old pensioners.I will never in this life go back to Three.

Lately Callcentres have become very Predatory with strict competition chasing low business in the guise of Step in the door and very complex Plans.

Steer73

My wife had exactly the same problem with 3. Phone to cancel contract, passed around for ages, and lo and behold, the contract still not cancelled, and bills continued rolling in. Took her several attempts.

Throbin_Wood

I too am having problems with three and their customer-services lieing to me and sending me around in circles. however the network signal and unlimited internet I cant fault. very happy with it

Three has locked my bootloader restricting me from installing my own operating system on the phone. non of the display models in store had this restriction and im unable to return the device as i have used it (turned it on) .

Please sign my petition to stop companies from doing this
the petition and a detailed explanation of what im talking about can be found at the link below. Thanks

change.org/en-GB/petitions/stop-locking-unlock-our-bootloaders

each time a signature is received multiple emails are sent to three
(im new to this forum and im not allowed to post links but if you copy and past that into your address bar it should work)

me and this army Three..... me and this army

Stef00

Grr I'm on my way to ending my contract...
Three have a one time exchange policy...and I rang up and tried to end my sim only contract, and as you do got talked into getting a phone, I got sent a phone that was faulty...took it to the shop, they said no you have to send it back through courier, same company though? Got sent another phone, and this phone was barred. Again customer services, I got passed to every dept, only too be told that I had a European model that was not suppose to be sent to me, so they will send me a third handset!!!! by this point I said no, I would rather get it from your shop so I know the phone is working before I leave, and the man said this was not possible. I am out at work all day, so trying to arrange another delivery and be in for it, is such hassle. I was now a week in to their contract and had not been able to use my new phone yet, and I complained that I did not want a third because of all the hassle, and that I would like to cancel. I got passed on to the complaints manager and was told because I had already done Three's one time exchange policy , I am now not allowed to cancel the contract, even though I was 7 days into the 14 day cooling off period.
I reminded him that the only reason I one time exchanged, was because the phone was faulty, and also stated that you have not resolved my first exchange because you replaced it with another dodgy phone!! He could not seem to see where I was coming from and said I can send the phone off for repair (which ofcourse I shouldn't have to do, when I have not used it once) or pay my line rental to cancel the agreement , which was £792.00
After arguing and tears I was passed on to another guy who then told me my phone was blacklisted when he took my IMEI number down, this was why it was barred, he then told me he will unblock it for me, but this will take another 48 hours.
After all the confusion the blacklist was because apparently it had been sent out and sent back from another customer, unused, and while I was in courier it was blacklisted in case the device went missing.

I was not till I contacted the Facebook team for three, and they helped me straight away. The customer service at their 333 number, sounds like an Indian based call centre, I had a terrible accent barrier and it sounded like they were all reading from scripts. And it was so frustrating to keep hearing you have to pay £792 to end this with us, absolutely disgusting !! I'm still within my 14 day cooling off Period, and never been able to use the phone, they were also breaching the sale of goods act, however it's finally going back, and the Facebook team are cancelling the contract for me. Thankfully!!

BadDog

Tiff5000 wrote: »

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.

The Kevin Russel email bounces straight back, but the executive office one seems to work.

I ordered a Nexus 5 phone last week from Google and need a SIM so ordered one from 3, as they appear good value for money. It has failed to arrive on the date promised. There is no way to report a non-delivery on their website, or to cancel, and I refuse to waste hours in a telephone queue.

I've emailed the executive office to cancel my order and asking for a refund of my £10, and ordered a SIM from giffgaff.com instead, who, although I had never heard of seem ok and have good rates.

I wish I'd read this forum before ordering the 3 SIM!

patman99

This is the one reason I only deal with mobile phone operators by visiting their stores.
They can't pass you around the system when you are standing in front of them.