Three PAYG price increase July 2022

PandaInLondonZoo

Updates since my last post

PandaInLondonZoo said:

...
For my 1st number, the first 'refund within 3 working days' was delayed because of the port-out, so currently waiting another '3 working days'. (Not keeping my hopes up.)

For my 2nd number, webchat ... deadlock letter ... Ombudsman Services: Communication ...

1st number: chased up and still waiting through another "7 working days" for a bank refund. Fingers crossed!

2nd number: once the Ombudsman accepted my case, Three's Executive Complaints Team finally took me seriously! They offered to refund my remaining credit + a small amount of goodwill! However, I quote they stated that "Please note if this offer is declined it will be withdrawn in full."

As long as they give me my account credit, I'm OK. So I accepted and have to wait another maximum 10 working days for the amount to land in my bank account.

Hopefully my experience helps someone else going through the same.

Don't forget to:

• keep a record of all your web chats,
• stand your ground, and
• don't be afraid to complaint and escalate!

victor2

I'm just chasing Three every now and then for the hell of it as much as anything.

From an online chat with them on June 30:

Yes, as you are connected to me I will make sure its refunded to you and you will get the refund within 3 working  days

They've had three working days, and no sign of it. Might leave it a bit longer and chase them again, if I can stand yet another chat with a condescending customer services rep. They don't even understand sarcasm and you can't get back to the same person, so there's little fun to have there! Even though my account is no longer available to me, they seem to be able to access it. I might just ask them how much credit is on it next time, just to prove to myself they aren't making things up.

bjbyorkshire

PandaInLondonZoo, How do you complain to the Ombudsman please.  

I have received part of husband and my refunds but Three C/s  have now asked me to send them a monthly bank statement showing the credit that they paid into my bank!!!! They don’t just want a screen shot of the Three entries, they want a full months bank statement.  I have already e mailed them with the details of the amounts I have received and how much is still owing. I sent a screen shot of the 4 entries which were paid into my account on the same day, 28 June, but it seems that isn’t what they want.  They require a PDF of the whole of my bank statement for that month.  I said that I was not happy to provide this with my full details and bank account number displayed but they just said repeatedly that my details are kept secure by them and this is what they require to look into my complaint.  I did reluctantly send them a PDF and didn’t redact any details as they do already have all my personal details ie, name, address, bank account details as they have already paid me that way.  I threatened that if I do not receive this money in the next 5 days then I shall complain to OFCOM.,  They don’t take up individual complaints but I am told that the phone companies do have to respond to OFCOM.  So, how do I report to the Ombudsman please?

It is only £10:00 owing but it is the principle of the matter and I laid it on thickly that we are pensioners and every pound counts to us.  They really should not be expecting me, at my advanced age, to jump through internet hoops to get my credit returned when they said that we could leave with all our credit refunded.  

It is very shabby practice I think.

Geoff_W

bjbyorkshire said:

It is very shabby practice I think.

But not unexpected. The default position taken by many corporate businesses these days is to refuse a refund and hope the customer will give up. Shameful what this country has become.

victor2

Geoff_W said:

bjbyorkshire said:

It is very shabby practice I think.

But not unexpected. The default position taken by many corporate businesses these days is to refuse a refund and hope the customer will give up. Shameful what this country has become.

Very true. That has inspired me to chat to Three once again. This is now the fourth time I've chased my refund. Yet again I've been promised it within 3 working days, with the comment "This will be the last time you are contacting us for a refund." I just responded with "Brave words!" to which he replied "Are you completely happy with the resolution you've received on this chat?"

Wonder when they realise that this one is not going away?

SpanishBlue

I only have just under a fiver on my Three PAYG account, but I thought I'd give it a go requesting a refund via Chat. After all, this a money saving forum!

As expected the process was painful and took an hour of my time. They were more interested in trying to sell me a monthly contract!

I was eventually promised a refund in 8 to 10 working days maximum, but seeing as they never even asked me my account details I won't hold my breath. When I queried this, they said someone would be in contact to check my details!

I'll probably just donate my balance to charity just so I can get away from Three asap.

wakeupalarm

I first requested a refund on the 14th June. I have had 4 "chats" with three now.  Have been promised payment each time and still nothing after over 3 weeks.  Submitted complaint but still no progress.  Would like to take it to the ombudsman but three wouldn't issue a deadlock letter saying I will have the refund in 7 days again.  Still nothing.

victor2

wakeupalarm said:

I first requested a refund on the 14th June. I have had 4 "chats" with three now.  Have been promised payment each time and still nothing after over 3 weeks.  Submitted complaint but still no progress.  Would like to take it to the ombudsman but three wouldn't issue a deadlock letter saying I will have the refund in 7 days again.  Still nothing.

You have to give them 8 weeks to resolve it before you can take it further. Their "complaints code" is here.

SpanishBlue

After my frustrating chat of a couple days ago, I thought I would have another go at chat today as I will be porting my number over to Asda mobile early next week.

This time it was a much quicker experience, and the assistant asked for the 1st 6 numbers & last 4 of my card. (It helps if they know my account details!)

This time I was told to expect a refund in 3 to 5 working days. We shall see......

SpanishBlue

For those that have actually received a refund of their Three credit, can I please ask at what point did your Three account balance drop to zero?

Did it drop to zero at about the same time you received your refund, or was there a gap of a few days in between the two events?

I am supposed to get my refund by this Friday but as my Three balance is still showing my balance of just under a fiver and I suspect I am going to have to chase them up again!