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Should I have to provide Three my full bank statement for a refund?

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Hi everyone, 

I signed up for a mobile phone contract with Three and paid the initial payment for the upfront cost. However, the phone didn't turn up and after some chasing with Three customer services based in India I was told I failed security checks so the phone wasn't delivered and the contract was cancelled. However, after waiting a month (you can guess) the initial payment was never returned, so I got back on the phone to Three customer services to request it back. I provided my name and address, the amount and even forwarded them the email with the order reference and details. I also sent them, on their request a pdf from my bank statement of the transaction. However, this was not good enough for Three who now demand I send them my full bank statement for that month. I don't feel comfortable sending them a lot of unnecessary and personal information to them and nor feel I should have to. Surely Three can match the transaction already with all the information I have already sent them. Should I cave in to Three's demands and provide a full bank statement and at the same time compromise my personal information?

Regards, Matt

Comments

  • grumbler
    grumbler Posts: 58,629 Forumite
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    Can it be that they want to see that the refund is missing in the statement?
    In this case they will possibly be happy to see the statement with visible amounts and  their description  obscured.
  • cx6
    cx6 Posts: 1,176 Forumite
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    if you failed 'security checks' they may want to see the full statement for ID checking.
  • emmajones1976
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    What do you think they are going to do with it? They wont give a stuff if you pay £10 per month to Big Boobies TV or whatever.
  • Penguin_
    Penguin_ Posts: 1,282 Forumite
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    What do you think they are going to do with it? They wont give a stuff if you pay £10 per month to Big Boobies TV or whatever.
    Is that a new customer offer?.....asking for a friend.
  • BUFF
    BUFF Posts: 2,185 Forumite
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    can you do a chargeback through your bank/card provider?
  • Jon_01
    Jon_01 Posts: 5,882 Forumite
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    Sounds as if it might have tripped a fraud flag and they need to make sure that the person making the order is the person the bank acc belongs too.

    As stated above, they don't care about what's on the statement (I use to work in the fraud dept of one of the networks. I'd work dozens a day), they just need to see an original (pdf's can be faked very simply).
  • mattyb500
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    What do you think they are going to do with it? They wont give a stuff if you pay £10 per month to Big Boobies TV or whatever.
    It's not that, just seems an affront to want customers to provide that information for a simple refund. Lord only knows what controls they have in India on personal information, i'm guessing they are not as protective as ours.
  • flaneurs_lobster
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    mattyb500 said:
    What do you think they are going to do with it? They wont give a stuff if you pay £10 per month to Big Boobies TV or whatever.
    It's not that, just seems an affront to want customers to provide that information for a simple refund. Lord only knows what controls they have in India on personal information, i'm guessing they are not as protective as ours.
    If you have a problem with "Indian controls" would you be able to produce your statement at a 3 store?
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