The Horror that is THREEUK :-(

Bingobrewtea

I will tell the story later as it is a FARCE and been very upsetting but to summarise where I am now.

Relating to two phone contracts and a mobile bband contract with three uk and the behaviour of their indian call centres and ceo rep staff after much battling i got them to cancel the contracts due to loss of faith. They then decided child like to retract the cancellation and then later after much ignoring me hoping I would go away decided as it had got out of hand and I could show their true colors to cancel them again. They made no conditions in the cancellation confirmation the second time but I had already decided to go to the official ombudsman service as my story will tell you they even sent the police to my house to check I was not doing myself harm relating to a desperate email I sent them over a month ago. But they decided to act on this email weeks later once I said I was going with my evidence to the official ombudsman and then the next day the police call.

I am told by police that they have called and need confirmation I am not suicidal relating to an email I sent to threeuk and I had to laugh at this point because said if they did care they sure took their time, as since that email they had chosen to persist in ignoring me and also caringly despite i had done no wrong and owed no money referred me to the caring arms of MOORCROFT along with the caring hmmmm letter threatening me under the mallic comms act 2008 and threatening me with possible defemation after I had made it clear I had recorded it all fully and my story was fact and accurate and just was not going to let threeuk treat me this way and get away with it.
So after some time with the police they were happy I was okay but did agree that they had come re an email not current tweets(will explain later why this is relevant) as threeuk would later try and say to me in email form as an excuse when I argued they did not care at all but were in fact covering their backs in my opinion.

I by now was fully aware of how little the ceo office of threeuk cared.

How could something get so bad?

Agreed to at same time as contracts take out a supposed offer for good customers for a mobile bband dongle on a month to month basis for 5.00(one off payment) for hardware and that if I did not want to carry on during or after the free month agreed payment wise I could so simply cancel.

Yer right:rotfl::rotfl::rotfl:

I believe you but many call centre victims would probably disagree with you:cool:

Bear in mind the police were called when I publicly via twitter and emailed them telling them I was now ready to go to the official ombudsman. Not prior.

Not also that but after sending my response to their latest cancellation confirmation and thanking them for atleast that but saying I needed the ombudsman to know what extents they were going to in harassing customers, they said well we then will retract the cancellations again!!!!!!!!

After my reply was ignored I got an email today saying as had no reply our deadlock status is revoked and I have agreed to accept cancellation and that our happy time is at an end. They simply chose to ignore my reply to their cancellation offer but I can prove new I was unhappy as had threatened to already revoke the offer, so had received my emails. So much for the no contact argument eh !!!!

OH NO IT ISNT OVER:eek:

I want the ombudsman to stop them doing it to anyone else firstly as well as want compensation for what they have put me through.

Roland_Sausage

Always found them OK to be honest

Bingobrewtea

I already had a recent contract with them for a samsung galaxy S2, though although the phone service was fine, I could not get on with the phone, so asked them in store wether they could allow me to transfer the contract to a micro sim to put in an iphone I already had and it was simply sorted and agreed. I was told I only needed to pay them 5.00 and carry on paying and indeed later I put it to all you can eat data also so was happy with the actual product itself.
I also was asked what will I do with the samsung galaxy as had protested how much I did not like it,although realised that was purely preference and said probably put in drawer till can give to son and she suggested if no use sell it to her words and suggestion CEX. I was surprised at this as did not think it was allowed but was soon reassured people did it all the time and was perfectly normal after all she said the phone still was very valuable and shame to see it in a drawer I added. So said I would consider it. ( I at a later date as this is important rang the store call recorded and created a scenario to see wether they would suggest this again and especially state CEX and indeed they did on tape because the ceo office attacked me verbally when had to explain I did not have the phone no longer but for the woman I would not have sold it, but again relevant later)
Okay so my phone is now happily an iphone with 3g sim and we then get onto my daughter and I take out an iphone contract for her as promised to her and we again at that point are happy with the service of three uk and indeed mostly all the way through cannot fault the actual shop.
She then says there is a special offer on for good customers her words for mobile bband and I straight away add no I dont think we would need it due to the two phones and she carried on that even in case of emergency at home it would still come in handy so I agreed to listen. She said how all I had to do was to pay 5.00 for the dongle which was normally 30.00 and I would get a free month bband on it and that if I did not want to carry it on I could keep the dongle for PAYG emergencies which hit home as reasonable and that I could cancel the contract side of it month to month rolling with a 'simple' call so I agreed.
She printed off the three contracts and I happily signed and we left very happy. The only slight hiccup was that the micro sim given was the wrong region but again after a call for help I was soon sent a replacement the next day so no real issue there, we were happy with the phones the agreed contracts and minutes and very happy with the help from the store. I also that day got a value for the samsung and decided to think on it as it was only 189.00 at CEX as she suggested so I went there, but later decided to on another trip to centre the next day sell it and treat daughter to the money on clothes, as my son had said happy with his iphone 3g for a little longer.

So at his point happy bunnies. Next post the dreaded call centre cancellation.

Bingobrewtea

I ring threeuk call centre and ask to be put through to cancellations re the bband dongle as it soon was confirmed what i originally thought in that there was pretty much little chance of needing it, but that I was perfectly happy to have the dongle for the five pounds paid for emergencies, so no issue with the store.
They say they will put me through to cancellations and indeed that is who I thought `i was talking to and they start offering me this and that re mobile bband to which I say no thanks. I just want to cancel and want to do it within the first month to avoid fees as in might be charged for the following month. This chap in the call centre is getting increasingly frustrated with me, to the extent talking over me where I am saying please just cancel. HE THEN SLAMMS DOWN THE PHONE AFTER I SAY NO THANKYOU JUST CANCEL !!!!!!!
I call back thinking the first man is probably having an off day, not too happy but calmly and politely ready to give it another go. I have to again go through security, name etc.....tell them what I am ringing for and are told I want to cancel the contract as have no need for it. Again the hard sell starts, it had to be heard to be believed. They seem to have totally forgot to listen to me and the word NO is going no where, it goes on and on he is offering lower monthly bband and I am saying no and he is getting frustrated to which I say please just cancel the contract as per my contract and consumer rights and before I have drawn my breath THE PHONE IS SLAMMED DOWN AGAIN !!!!!!!

I decide as well within time to leave it a few days as well I am later poorly but also hope to next time get a person who will listen and just cancel. So about a week later I call again, but shockingly the same thing happens but prior to this they start to come up with excuses that I have not used the dongle for long enough,I need to try it and see and then come back to them to the next of when I insist I was told I could cancel it at anytime, to suddenly I was not to be found on the system and no matter how much I protested I was not allowed to cancel and the phone would eventually go dead !!!!!!!!

Will type more in next post just worried will accidently cancel the post and well a breather is sometimes good :-)

Bingobrewtea

I ask the store to confirm that I do not have to use the dongle for any length of time prior to allowed to cancel as was certainly not told this and it is reiterated I am right, so I again ring the call centre as there is no other way of doing it but this time I have chosen to record the calls for protection.
I ask for cancellations go though security and the hard sell starts once more. I acted more forcefully this time but polite still and said I have had the phone slammed down on me prior that I want to cancel and not be messed about and that I am losing my faith in three uk. I have been clear all along that I want to cancel a product sold in the store and will not accept another deal or contract and want to cancel.
I am told I cannot cancel as I am not on the system and have not used the bband and that I have to use it first, it goes on and on and I realise going no where as will not cancel and told there is no complaints dept to speak to so have to give up.

I decided to take a taxi up to the city centre back to the store to ask them to do it as they had sold me the product and agreed I was doing everything correct so wanted them to deal with it.
I was told they could not cancel on my behalf but would allow me to use their phone to do it and I truly think they thought it would be easily remedied, but reassured me if needed they would step in and speak on my behalf if I gave permission,fine.
I rang up gave details asked for cancellations told that was who I was speaking to and even though I told them the prior issues, the hard sell began, they would not accept no and once again switched to I coudl not cancel it as had not used it yet and that I then was not on the system,exactly as had happened at home. I told the phone centre chap that I was in the very threeuk store who had sold me the contract, that they were familiar with the terms and my rights and that I gave permission for them to take over on my behalf.
The store rep introduced himself insisted I be allowed to cancel and he got the same as me, I was suddenly not a threeuk bband customer and not on their system, despite passed security I supposed as they had asked my name adress etc....so should surely have said if could not find me at earlier point, after all they were happy to try and sell me something better than I had !!!!!!
The store rep tells them I am on the store system, that they have the same system in the indian call centre and that he is just to cancel my contract and stop messing me around. The phone is then slammed down on the staff of threeuk milton keynes and I believe I saw the chaps jaw drop and i said thats what they were doing to me too.
He tells me I have no alternative but to ring again and he will try again on my behalf, so I again have to go through security etc etc be confirmed and as soon as it started sale wise I handed over to the rep again who introduced himself, explained what hastle I had had and asked them to cancel the bband contract. He was again told I was not allowed to, was not on the system and he in frustration this time put the phone down on the call centre, to then pick it up and ring someone senior in head office I was told who was a friend who could help.
I heard him saying to this person this woman has had the phone slammed down on her many times trying to cancel the bband, I have witnessed it here too and the call centre will just not do its job. I hear him saying do we have the same system as india, can you confirm that and he nods yes I thought so he said. So there is no reason she will not be appearing on their system or reason for not being able to cancel and he comes back to me and says it is being looked into if I could be patient which I was and they will resolve it.

He calls them back or is called back and gets confirmation the bband has been cancelled at a more senior level and I said I am so glad as was starting to consider just leaving three totally as had no idea this special offer for good customers would cause me so much hastle and the staff apologise and at my request write a note confirming what I was doing in the store and that the bband was cancelled and then he and the manager signed it for me and as tired and stressed I was as this had gone on for 1.30 to nearly two hours by now I left the store again happy at the store help and they indeed seemed flumoxed by it too......cont

Bingobrewtea

My daughter and i happily tried to forget it as a blip though have to say a rather BIG one but was resolved. I by now had been charged a months bband due to time lapsed trying to cancel it, but rather than stress or argue it decided to pay it by dd and then cancel the dd and write the amount off to bad luck.
Letter arrives and it is a bill for the next month after a few weeks and my heart sunk at the thought of having to ring again, but decided to take a breather and ring them the following day after all I had stopped the dd so they could not just take the money and I did have a tiny part of me hoping it was an error easily to be resolved.

So I ring them and get through to billing at the call centre and ask why have I received a bill for a service cancelled and am told the bband has never been cancelled, they get heavy on that I owe the money and that they can see I have cancelled the dd without permission and how am I going to pay the money? I said I was not going to pay one penny as the contract had been finally cancelled in the store after telling her briefly of the saga and was told there is no record on their system or indeed any calls form me or imprints that I had tried to cancel and that I owe the money and again I have to pay it. I asked for complaints and was told again there is no complaint dept and I say again it is cancelled and I put the phone down on her, I add I did not slam it down at least just put it down as new from experience the bang noise of the receiver bashed down was not pleasant.

She rings me back tells me I have to pay the money and I many times tell them my faith in threeuk has now gone, I need to take it to senior level as the stress of this is now becoming too much as I am under the hospital any way and can tell time to cut ties, but need to do it properly. I go over and over to her and I believe another rep as to why I do not owe the money and it goes on and on for in the end nearly three hours as I am then put through to a man from bband who argues over and over I have not called before, there is no imprint on the system and I say okay then lets take it from when the store cancelled if if you will not believe me, to which he adds no one has cancelled it and there are no records re me and the store apart from I owe money.
As said it goes on and on and I start to suggest perhaps no imprint is shown when a person rings if they say cancellations because perhaps they are in fact put through to sales as this is how it seemed to me, that I was even being mugged by the call centre into something I did not want therefore taking money from me was their only intentions and eventually he tells me the cancellation has been put through but that I have to pay for the cancellation period as there is no proof that I cancelled and I leave the call exhausted.saga cont.....

Bingobrewtea

I ring the store calls are still being recorded and I ask them if they remember me. I realise they deal with loads of people but after a description the woman says it was not her who served me but she remembered being told of the call centre issue I had had. I think if memory serves me correct though the main facts are what matters I speak to rep chap at this point who to help me pulls me up on the system and happily repeats what it says and confirms went into store etc...contract cancelled and again when tell them what has happened they are as confused as me as to why such a simple action has got so much out of hand. I tell them I have lost faith now and they say they sympathise and can understand in so many words why I now want to leave three and in fact it is on tape that the first suggestion of the official ombudsman came from the staffs own lips, they said I would take it to I believe said ofcom if I was you over this, though I should not really say that.

Any way I start to email the ceo office and tweet on the threeuk twitter page hoping to get to speak to a real person in the uk who can see sence and sort this out but I have made my mind up I have had enough and dont want to deal with such call centres again and want out and feel I have good cause to leave.
I at first am asked to talk via email but ask for person to ring me and infact eventually "N" a chap and rep of the ceo office rings me. I tell him the full saga can hear him breathing in disbelief sort of non comments and then says will look into it for me, which is fair enough.

He comes back to me that the store have no memory of me or the incident and that basically along with other comments it is really being played down and I pick up that is because they feel I have no proof. I said well that is odd the store dont remember me because I recorded the call and have recorded a number of these calls and it is obvious he is not too pleased at that, or I pick up a change of attitude towards me and that of defence and not friendly.
I tell him again what happened and that I cannot understand why the pressure so much on sales in the cancellation dept and this is replied by "N' saying roughly, I have tape for accuracey, but basically that they are sales orientated in that It is to be expected I picked up on the fact they will try and retain you as a customer, Fair enough I said but to the extent they slam the phone down on one that does not want to agree to another contract (surely not fair treatment) or then start to say I am not on the system etc....cannot cancel etc....and had to remind him that the store was party to it and that needed to speak to them again......cont.....

Bingobrewtea

I am later told by "N" that they will cancel the contracts and I am relieved. I explain to him about the samsung and why I cannot return it and he is angry saying I had no right to sell it whilst contract ongoing, so I had to fight my case there stating was told my store it was okay and infact told me to go to cex and he agrees to begrugedly right it off on understanding the iphone of my daughter is returned. I asked them is there any way as daughter will be upset and well the phone service itesel was okay to use them as payg until could trust them again and pay a fee for the iphone for my daughter. I suggest 100.00 for the phone backed up in email based on our experience and the reply was we are not in the business of giving away phones........so fair enough the phone has to be returned.
I explain that it has not got the box or bits that came with it and he agrees that is okay and I ask them to send suitable packaging for it to survive fine in the post as he says I am not allowed to as I suggested hand it in to the store and get a receipt. In fact he says at one point he feels the store has been tooooooo helpful !!!! Nice eh but not my fualt either way, so he agrees to send he says popping type protection I believe it was but tape shows accurately what was said.

I receive a letter confirming both contracts will be cancelled on return of the iphone and also the packaging which turns out to be no more than a grey less than 1mm thick special delivery bag, so I have to say this will not protect the phone, you know and agree it has no box and said would provide packaging as will not let me simply hand into store and I email him asking for a reply that I will not be blamed if the phone gets damaged in transit due to no box and I am told over the phone they will not do that. It does not help I then have to go onto point out when i removed the toki doki protective cover from the back of the iphone that i noticed a tiny scratch on the back of the phone, I suppose could be described as wear and tear but for I noticed it was in a distinctive shape of a letter and it corresponded to my daughters first name. No larger than 3mm but I asked her why had a K been put on the phone and was told all her friends personalised them as when handed into the teacher and so many same phones it was good way to make sure got correct one back swiftly. So I explain it is not bad but only fair I inform them that it appears to have been personalised if but small 'K" and he gets annoyed with me saying he now retracts our offer and that they are going to persue me for both contracts and I implore can I get the store to look at it and well that was the end of the conversation.
It is later followed up by a letter saying basically we have deliberately damaged the phone and as such all offer are off.
I keep emailing asking for them either to agree to sell the phone to me or let me take it into the store to get a look at and that I did not feel it fair retracting the offer re both phones especially when agreed the samsung was written off due to their own store telling me I coudl sell it.(I did as said earlier ring them for protection, record the call and created a scenario how what would I do with this new phone just in contract and am told I could go and sell it at the CEX store, in fact they mention the same store, not perhaps say sell it but suggest the store and say it is perfectly okay and many do it sort of thing, so I am able to prove the store happily do give that info)

THREE NOW START IGNORING ME and have told me if I dont pay they will take it further re both phones etc...and send out a deadlock letter at my request. I tried to reason with them and infact rang the store again and told them it was not my fault, they seem to understand that the iphone was not intentionally damaged it was personalised and but for the call centre as I put it 'mugging' and stress which I said was not the stores fault, I would have stayed with them and paid the contracts to end, but for the attitude of ceo rep and that the call centres and in sales was no apology for me. Store asked me to come in, they were worried and said if I went in on the tuesday or thursday no matter how long took they would act as middle men and were confident could resolve the issue fully and I agreed.
'N' from the ceo office re an email from me saying hoping the store can reassure you the phone is not damaged malliscioulsy etc.... and that they want to help, he contacts to say he has told the store to not deal with me and that their story basically is different to mine cont.........

Bingobrewtea

Now my story above is my view on it, I did record the calls for protection and they can show a discrepancy re the feelings of the store and the ceo office re re me and how well end of the day it is not my fault three uk have lost my faith. The recordins give the actual exact what was said rather than summary and I was starting to not feel well now due to well letters were arriving asking me for money, threeuk had not due to my emails which they had been ignoring and my tweets only accurate, but they decided they were annoyed at me rather than understand what the stress had done to me.

I write a desperate begging email to threeuk, telling them I am at the end of my tether and it was accurate, I was not very well, the stress of the calls as well as had made them aware I suffer major depression,anxiety and neurological condition and had to fight this cause with a sort of false persona as in had to fight but really stress wise needed to switch off but could not. The attitude of three uk ceo rep office had not been nice to me at all.

They after this stressfull email sent over a month ago decided to send me a letter threatening me under mall comms act 2008 and saying they do not like my tone and my email upset their staff i believe it said, next send me a letter saying we willfully damaged their property and also not forgetting the then send moorcroft after me after this desperate email which now reading back I can see I was suicidal and well have been poorly, but I held on and instead made them aware I was not going to go away as others had contacted me also that the call centres were not letting them cancel as well.

I let them know that when strong enough I plan to go to the official ombudsman for help and let them make up their mind with the benefit of my proof etc....and then weeks later after the email and after the threats streaming from threeuk trying ot I believe shut me up and stop me fighting I get a nock at the door and its the police.......cont.....

Bingobrewtea

I am told threeuk have contacted them and I at first say is it because I am still tweeting them because if so it is all accurate and not defamatory in any way and am straight away told no its not because of that. I go on to say I did ring you when got the mall coms 2008 letter threat and you reassured me and again am told nothing to do with the tweets, it is because I have sent them a concerning email and suggested I am suicidal and three is doing it basically because they care is the over all impression.

I then tell the officers what happened, how long ago the email was sent and that yes on re reading it is suicidal but they do not care as have took over a month to act and in the mean time found it acceptable to also send moorcroft after me and say we damaged a phone on purpose etc........... I asked again are you sure it was not due to more recent tweeting as in well I have stepped up my game and tweeted I am off to the ombudsman as well know threeuk are reading them and am told no its the email to them they have reported and they do agree with me that it is odd that they did nor act sooner but that they as officers have to act no matter when issue raised to check I am okay. The police do say they will pass one statement back to three in that I have found the experience very stressful and it would help if they end it and stop threatening me with DCA's etc

So basically threeuk called the police to my house the day after I tweeted and emailed them that I was going to the official ombudsman with my tapes !!!!!!!!!! cont.......

Bingobrewtea

I start tweeting how three uk thinks they care etc...and also e mail them to show how they really treat people like me and that I would like answers to why they called the police to my house about a desperate email sent about five six weeks ago surely they would have acted sooner if cared rather than as I suspected were more concerned I was not dropping the issue. (roughly asking for probing questions to get answers)

I get an email eventually saying they have decided to cancel all the contracts forth with and in the email there are no terms and conditions. I thank them for doing that as it is one hurdle but state that I feel they still need to be looked at by the official ombudsman who funny enough the prior day had rung me in reply to email and wanted me to fill in the forms etc...and gave me number for complaint.

I get an email saying if I go to the official ombudsman that their offer of cancellation the second time is cancelled and the contracts will be valid again and now you see it is getting silly childish like.

They do not want me to go to the ombudsman and threaten again that they will persue as you have to assume that could happen if you do not agree.

I reply saying the contracts in my view are cancelled, you cannot keep cancelling and retracting at whim but that I have to go to ombudsman to make sure they learn by their treatment of me and well I get no reply and am preparing to send the complaint in officially and today get a reply from threeuk totally ignoring my contact with them saying I am still going to ombudsman and they say the contracts are now cancelled I have agreed to it and as no further contact the letter of deadlock is retracted basically suggesting it is at an end and I cannot persue them via the ombudsman now !!!!!!!!!

All along they have bullied me, used the police to suit when in fact did not care, as emailed me to tell me my recent tweets were the reason they called the police, so I rang the police again spoke to the officers told them what threeuk had said and he laughed outloud. I asked him again call recorded to confirm why they came out and was told due to suicidal email no mention of any tweets, so you see threeuk do not care and when they mess up over their own terms and conditions and as sold in the store they can run rough shod over your consumer rights, stress the bejeezers out of you and then blame you for the situation you find yourself in when they agree to cancel.

All along I followed store and ceo advice, I recorded all calls and when said I woudl show their call centres slamming the phone down on me amongst other issues on you tube they threatened me with defemation, when any one can tell how can the fact of what happened or said to me be defemation especially when you have the bleeping recording of who said it to you !!!!!!!!

So my body says they have said the contracts are cancelled, just drop it, but the distress caused says I have to fight this bullying company as after reading other forums it seems when threeuk get it right they shine, but when they get it wrong or you disagree with them, their nature turns and when it turns it can be nasty.

SO RECORD ALL CALLS WITH THREEUK AS LIKE ME YOU MAY NEED THEM. Three uk are welcome to comment on my post, any order of time line or order of calls made mixed up if any is down to how long the saga has gone on for , but my recordings put it into perspective and show how desperate I got just asking for their help and to prove that what I said occured, even down to me saying speak to your own store, for him to come back and say they tell a different story, for me to say odd as I recorded them talking to me and remembering it and sympathising so you need to delve deeper etc........

So threeuk think I have no right now going to ombudsman, if anyone else reading this wants to comment, please be kind re its length and detail, it has gone on for months and I have not been very well as have major depression, but I feel a need to fight and get compensation for what they did not me, for god sake i had the police used as i feel a method of intimidation I feel or why did three not act weeks and weeks ago but choose when I mention the ombudsman to then only act.

Why say one thing to the police and another to me and not answer my questions, can companies like this keep on ignoring us when it gets so so bad?

THREE UK pushed me to the edge there is no doubt about that, but all I did was record myself trying to cancel a bband contract as per my rights, nowt else, they chose how to deal with me and like an arcade game put hurdles where not needed.

I feel it needs to stop ;-)