Three mobile incorrectly billings customers and customers now unable to leave.

oldskoo1

Exactly the same thing happened to us around 4 weeks ago. 

My wife was moved onto a more expensive plan without her consent. We received absolutely no confirmation about this, no letter in the post, no email or even text message. 

Their customer service has been abysmal, every single time we ring up to find out what's going on we are told their accounts are down and to try again tomorrow. This went on for around a week. Absolutely shocking. 

The one time we did get through (when there was no echo, could actually hear the person, didn't get cut off) we were told we are outside our 14 day cooling off period and could not cancel the 24 month contract. 

Shocking, really shocking. 

paolobastiani

Having the same issues, their online service (which should be the only thing that MUST work) is an absolute disaster. Effectively you are navigating the system trying to get something done and not only it doesn't do anything but it log you out at every page!

No numbers or live chat working. Are they going in administration? It's a shocking state of affairs BUT they still charge in the meantime and certainly not afraid to hide away.

NOT GOOD!

Benastrada

OnRoda said:

Myself and my partner have wasted hours on live-chat recently and have been left absolutely horrified with their customer service.

For the last two months my partner has been incorrectly billed. Three have admitted that they moved her onto a more expensive contract without her consent. Despite arguing that they broke the Direct Debit Guarantee they refused to refund her directly into her account and insisted upon crediting future bills - stating that we must deal with the Ombudsman if we want a different solution. We decided to leave immediately as we no longer trust them with our account details.

However, we have found that we are currently unable to close our accounts with Three due to technical difficulties during coronavirus. How can this be legal? Are they signing up new customers whilst refusing to let exisiting customers leave?

The timing of these events (the over-charging beginning two months ago) has me very suspicious that they might be acting incredibly immorally during this pandemic. Other customers seem to be experiencing similar according to their TrustPilot.

Any advice? Perhaps something for MSE to look into? Maybe especially pertinent considering that one of Three's deals is currently at the top of the list for MSE's recommended Sim-Only deals!

EDIT: We have also tried to contact them via phonecall and their official Twitter accounts only to be greeted by automated messages saying that these support services are not being offered during the coronavirus pandemic.

EDIT2: Even requesting our PAC codes via text isn't working. We get a automated response saying that service is unavailable. In short it seems impossible to leave.

Wow.... I didn't realise MSE was recommending Three.... that is going to make me reconsider my feelings of trust re: MSE that they are independent and not only motivated by making money.... 
OnRoda, I too have tried to reach Three on countless occasions to no avail, and tried to cancel a contract within the 14 days cooling off period (I have all evidencce of return of dongle, letter of cancellation sent, message posted on Facebook etc... and even signed receipt from someone at Three through Royal Mail track and trace) yet, they say they will put a mark on my credit file for non payment. This is on top of them setting up a DD £14 higher than what was agreed over the phone, and contrat documents which suddenly said my contract was for £70 a month!!!!!! 
I ended up sending a letter to the CEO and had a call from some guy who claimed he was going to sort it out, but tbh I have my doubts.... I too have tried to contact them in so many ways, but the only time I managed to get throught to anyone was when I called their sales lines and pretended I wanted to buy something, and then told the guy I wanted to be put through to customer service, which he did. The call was then cut off by the woman who said she was putting me through to another department but I think Three are just a big con. 
I am giving them enough time to get back to me but defnitely going to ombudsman next (although I hear they're not being too helpful either) 
Hope your problem gets sorted soon... 
B

DIYhelp76

Hi
I would also add a note of caution to having any dealings with Three.  I have an issue I've been trying for days to sort out - - it's impossible to get through to Three in any way.  You get automated systems only on the phone - no humans.  Their chat option is not functioning at all.  The one time I got through to a human (Scottish sounding by the name of Alan) he told me their systems weren't working properly and then seemingly deliberately cut me off.  I've emailed the CEO Robert Finnigan but this has resulted in a holding email and further silence.  I would not advise anyone to take services with Three given my experience of their lack of customer service and the total inability to reach anyone to get problems resolved.  Shortness of staff is one thing but complete inability to get through via any channel for periods of days and weeks is unacceptable.  If anyone has any known means of getting through to some responsible human customer service person at Three I'd be grateful if you could share via this platform.  I will also be contacting the Ombudsman.

graham47

Benastrada said:

OnRoda said:

Myself and my partner have wasted hours on live-chat recently and have been left absolutely horrified with their customer service.

For the last two months my partner has been incorrectly billed. Three have admitted that they moved her onto a more expensive contract without her consent. Despite arguing that they broke the Direct Debit Guarantee they refused to refund her directly into her account and insisted upon crediting future bills - stating that we must deal with the Ombudsman if we want a different solution. We decided to leave immediately as we no longer trust them with our account details.

However, we have found that we are currently unable to close our accounts with Three due to technical difficulties during coronavirus. How can this be legal? Are they signing up new customers whilst refusing to let exisiting customers leave?

The timing of these events (the over-charging beginning two months ago) has me very suspicious that they might be acting incredibly immorally during this pandemic. Other customers seem to be experiencing similar according to their TrustPilot.

Any advice? Perhaps something for MSE to look into? Maybe especially pertinent considering that one of Three's deals is currently at the top of the list for MSE's recommended Sim-Only deals!

EDIT: We have also tried to contact them via phonecall and their official Twitter accounts only to be greeted by automated messages saying that these support services are not being offered during the coronavirus pandemic.

EDIT2: Even requesting our PAC codes via text isn't working. We get a automated response saying that service is unavailable. In short it seems impossible to leave.

SNIP ....

Wow.... I didn't realise MSE was recommending Three.... that is going to make me reconsider my feelings of trust re: MSE that they are independent and not only motivated by making money.... 

Well, me thinks an apology to MSE is required .......
That particular subject’ contains a number of *recommendations* from MSE for SIM only tariffs at various levels, not just Three.  Are you saying MSE are recommending (say) Lebara because they are “payed to do so” ?

From what I’ve seen, MSE are ALWAYS upfront when a link to an offer  will result in a payment to them....