Beware of 3 mobile fraud Galaxy Note 2 upgrade

im-lost

rosylady wrote: »

But our contracts are all with 3 mobile and I agree this may happen everywhere but its how its dealt with and from my experience with 3 they are not very helpful. The customer service are meant to look after you, not make you feel that you have no idea whats coming next as soon as you have put down the phone.

What do you want them to do? Their fraud team looks in to it, do you want them to discuss it with the customer who could be part of the fraud? Of course they are going to be very vague with what they say to you.

dalesrider

rosylady wrote: »

But our contracts are all with 3 mobile and I agree this may happen everywhere but its how its dealt with and from my experience with 3 they are not very helpful. The customer service are meant to look after you, not make you feel that you have no idea whats coming next as soon as you have put down the phone.

Sorry but where is "Its has been passed to the fraud department to look into" Not helpfull. As far as you go that is the end of the matter.
I know someone that used to work in o2 fraud department that deals with this stuff and they were really busy. I guess 3 will be the same.
So their priority is to stop delivery and then look into what has happened. Then take it forward with police etc.
Not constantly ring a customer to keep you updated on what is going on.
I work in a banks fraud dept. Customer reports fraud to us. I deal. Customer is never rung back to advise of outcome...
Reason is that you can't compromise any investigation, just to satisfy someone's curosity.
Never had anyone ring back complaining about poor customer service as they did not know what was going on.

naav

The exec office number is 08433 733 330 however you need to email them first to get a reference number and then you can call. Good luck as we never heard from the investigation team

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Thank you for the number.

The Exec team couldn't deal with it so they gave me another number. I'll post it here as they seemed more helpful. They're still based abroad but they're the complaints team. I found them more helpful than the call centre folk although they couldn't do anything until the investigation team got back to them. The number is 0800 358 4916.

I called them every day last week and last Friday (nine days after this problem first started) they told me that my account had been reverted back to its original plan. I immediately told them I want to cancel my account as my contract was about to end in a few days. I got my PAC code aswell. My number got transferred to another network yesterday as my Three sim card stopped working. Three told me I don't need to call them again to cancel as that will be done when my number gets transferred.