Three's Horrific Customer Service

JamesRadcliffe

Good evening all,

I have recently had serious issues with Three which began when I changed the ownership on the account from being in my mum's name (I've had the contract for a while) to my own name in order to build my credit rating. I had always been charged £11 a month for my contract.

When this ownership was changed, the discount should have been applied across the account (Three have confirmed this to me) although it wasn't by the employee that did this. Therefore, I was charged £29.72 for my first month. I immediately got in touch with Three and asked why this was the case, which is then when it was confirmed about the discount not being applied and was assured this would be provided to me for the next month. As a goodwill gesture, £10 credit was also applied to my account. I was supposed to have a new bill generated in the next few days.

Fast forward two/three weeks, I am still awaiting my new bill so I again contact Three. I am assured once again that this has been rectified and I will not be overcharged.

My next bill then comes out of my account, totalling £22.08. At this point, I completely lost faith in Three as they had once again failed to meet promises made to myself and so I got in touch in order to request a contract cancellation and receive a PAC code. Whilst I was on the line with an employee awaiting my PAC code to be generated, my contract was cancelled, cutting off my phone service and the call.

I contacted Three online and was told that it would take 24-48 hours for my PAC code to be generated. I use my phone on a daily basis for business purposes and was not informed any of this when requesting for my contact to be cancelled. I immediately requested a sim from a different provider but was completely without phone service until this arrived.

After 48 hours, I contacted Three again for my PAC code so that I could move back to my permanent number from the temporary one that I had been using in the meantime. Again, I was told that I would have to wait 24-48 hours for my PAC code, meaning another two days without being able to take calls (that I wouldn't have expected to know were incoming). Finally, after double the original time mentioned to me, I was provided with my PAC code to change back to my original number.

Now all that was left was the outstanding credit remaining in my account, totalling approximately £40. I was assured that this would be refunded back to me once my account had closed and therefore, I would have to wait another month for this bill to be generated before I received this.

Just over one month later (today) and I again contact Three to query as to why I am yet to receive this credit. At this point, I am informed that this credit now amounts to zero as an 'adjustment' due to a cancellation fee as I did not see out a 30-day notice period. As you may recall, I was never informed about this rule as I was cut off by Three before any information was explained to me and also, I was never informed that any credit outstanding in my account would not be credited to me at the end of the contract. In fact, it was confirmed to me that any outstanding credit WOULD be provided to me. Yet, as of today, I have exhausted all options with Three and the only assurance I have been given is that they will not take anymore money from me.

Would anyone be able to provide advice with this issue? As quite frankly, I strongly believe that the service I have received is a disgrace and wonder how many other people have suffered the same issues and for potentially much greater sums of money. Do Three actually have the right to adjust my credit balance to £0 in this instance?

Thank you very much for taking the time to read this and I look forward to your responses.

James

Frozen_up_north

Another newby rant... Using your phone for business purposes and paid for by your mother?

Many of us on here use Three without a problem. There is plenty of choice, you are free to move elsewhere.

Exemplar

Frozen_up_north wrote: »

Another newby rant... Using your phone for business purposes and paid for by your mother?

Many of us on here use Three without a problem. There is plenty of choice, you are free to move elsewhere.

This.....100%

sdduk

You didn't need to ring to cancel you contract you could have just text them for you Pac code and probable had it with-in 1hr that would have been a better way being you was moving your number.

I did mine Monday i think and got my Pac with-in 20mins from Three and my number was up and running on ID mobile with-in the next day... was done by text and then on IDs website.

The only time your contract is cancelled is when you give the pac code to the new network if you don't give it with-in 30days the contract will continue....My self i wouldn't just cancel over the phone i would aways ask for a pac code and move my number to another network i then know my contract is cancelled and also i wouldn't cancel my Direct debit i never had for anything.