Three mobile - complaint process

Ccexeter

So, after having lots of issues with the three network after years of faithful contracts. I was talked into upgrading as apparently my iPhone was causing the issues, I took the Xs max, but soon realised it was still the network and my calls were failing. I spoke to three and decided to return the expensive phone as it made no difference at all!

I was sent a mail order returns bag, returned the phone via Royal Mail and obtained a tracking number: XC216415139GB
Weeks go on, phone still in the Royal Mail system and three assuring me that they will investigate and deal with it. Still nothing confirmed so I rang and got through to their so called complaints department capita. Apparently they deal with three complaints, emails and phone calls later I am refunded the original £99 for the phone and compensation added to my current contract account for the inconvenience caused. The account is closed and three tell me they will claim through Royal Mail.

Great you think, about time.

Until I receive a bailiff email, CARs the bailiff company are ruthless and literally hounded me all day at work constantly calling one after another until I finally answered on my break. The number had lots of 3s in so I assumed it was three calling, how wrong was I. I was told I owed £188 to three, payment required today or an agent would be calling at my home that evening. Even threatened my car, apt I thought considering their name!

I spoke to three, they still assure me the account is closed and no instruction sent over to CARs. Apologised for the trouble and how the bailiff had dealt with the issue, told they will have their own in house investigation. I inform three (capita) that I’ve lost all confidence in three, I’m then offered out of my current contract free of penalties and they send me a mail order return Jiffy bag. I have not used this! I would now rather just pay the last few months of the contract and get rid on my own terms!

I think great, all sorted. Nope, CARs email again for £1523.77 yesterday. I opened a resolver complaint with three and instruct all correspondence via email. I’m pretty sick of the lies and incompetence by this point. Three call, to resolve the complaint, I again inform them email through the resolver system.

I receive an email.. to my dismay asking me for the tracking details of the phone, that the account has been passed to CARs as there are no details on my account of ever returning. I’m pretty peeved now, two managers have assured me this account is closed. I’ve received a refund and compensation yet they haven’t closed the account and I feel like we’re going round in circles!!

Any advice on how to deal with this please? My credit file is shot with this, I am at my wits end!! Thank you.

d123

Three’s CEO is David Dyson, his email is available via Google and he has Exec Office staff that will assist with serious complaints.

Maybe find the email and contact them with the issue.