Three complaint query

Lflynn92

Hi there I didn’t know where else to turn so hopefully you guys can assist me.

I baisically raised a complaint with Three the mobile provider of whom I’ve been a customer for 13 months now and paid £80+ consistently and never missed a payment before regarding not being able to pay this month as funeral arrangements fell on myself for costs and managing the event and had to postpone some of my regular payments. We came to an arrangement I’ll pay the delayed payment in full along with February’s on the 27th when I next get paid of which they agreed and also promised not to stop my services during this time so I can actually use my calls, texts and internet to arrange and get in touch with necessary people for he funeral itself. All was well until my services stopp, I contacted them to make them aware and they resumed my services almost immediately which was okay and I left it there, this then continued to occur every two days from the date I made the arrangement (08.02.2018) for a total of 8 times my services were stopped, and had to get in touch 12+ times to get them resumed again.

I raised this as formal complaint of which three have since gotten back to me and given the usual “we apologise there are no words to excuse our customer service blah blah blah” and also offered £50 compensation towards my next bill.

My question is should I receive this first initial offer or do you think I should pursue more and not just accept the first offer put towards me, having worked in retention’s for a broadband provider in the past I’m well aware they are capable of numerous other offers but not entirely sure if this still applies he same for mobile services provider. Any suggestions welcomed.

Icecannon

To be honest £50 sounds fair, you could suggest they up it to a months payment of £80 but I would do it softly, as you don!!!8217;t want to miss out on the £50.

pmduk

Having worked in that area, I think £50 is fair. I'd have offered £25-£50, but no more. Different complaints handlers may take a different view. You could go to the ADR, but Three might withdraw that offer and you could be left with nothing.

J_B

Take the money and run!

mobilejunkie

I'd be far more concerned with my potential damaged credit files than a gift of £50 for my own inability to pay on time after a bodged agreement to help you out.