Issue with Three offer on MSE

Hi all

Have almost lost the will to live after hours on the phone to Three c/services trying to switch to MSE linked Three deal - 8gb/600mins/unlimited texts £12pm (deal also available on USwitch). MSE states is available to existing customers out of contract (which I am). Called Three, an afternoon of unbelievably crap exchanges ultimately resulting in refusal to switch saying had to be done through link. An online chat on the 3 webpage MSE links to confirmed that the deal was available to existing customers but could only be arranged through c/services! Explained my difficulties with c/services, online chat unable to help, advised me to try local store. Spoke to store manager, who rather gobsmackingly concurred entirely with my view of Three C/Services and said he had had similar issues. He avoids calling them as much as possible and could only suggest I call back and insist on being transferred to Glasgow escalations team. Did that, Three C/Services refused to put me through. Found a number online and finally got through to Mark at Glasgow who told me that because he couldn't access the webpage MSE links to, there was nothing he could do but refer me back to customer services - and this is COMPLAINTS! Sorry for shouting I am apopletic. I asked him to lodge a formal complaint and to tell me when I could expect a response - 'Oh, we don't send out responses to customers, we investigate internally and close the case on our system when we have'. I told him I would be taking this to the Ombudsman and would need a final decision letter and he became flustered and tried to dissuade me (after first telling me that this wasn't possible). I persisted and he eventually relented when he realised I wasn't letting go. As this is an MSE linked deal, am wondering if anyone on the site could help? Frankly, after today I'd leave them in a heartbeat but I spend a lot of time in Spain so want to retain the roaming. Sorry this is so long but it really is brief compared to the hours I've spent having deeply surreal conversations today. Have already completed Ombudsman complaint form. Is it just me?!!!


  • Frozen_up_north
    Three aren't the only game in town for EU roaming. EE and Vodafone (to name just two) offer roaming with local calls from your U.K. mins... Three regard local calls when roaming as out of bundle. On the flip side, Three have a zero overspend cap on both calls and data... neither EE or Vodafone offer a cap (other than the EU roaming data cap).

    It's all change in mid June when EU roaming charges are scrapped, so I wouldn't rush into any 12 month SIM offers at the moment.

    I have two SIM only contracts with Three and roam in Spain several times a year. I can quit Three with 30 days notice, but am in no hurry until the dust settles in June.

    FWIW, I've found Three straightforward to deal with... but would change to EE if they had a call overspend cap.
  • Sherbertfizz
    Thanks Frozen, good to hear from a fellow Hispanophile! That's really helpful info - will hold off until June now as you suggest :)
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