Three PAYG price increase July 2022

Allanr

bjbyorkshire 

I have bitten the bullet and sent my PAC to new provider about an hour ago. My number will be ported to my new provider on 17/06/2002 and I'm keeping my fingers crossed the refund will arrive in my bank in due course. The chat with the Thrre CS earlier today said refund will take seven working days even though an earlier chat with a different CS said it would take three working days. At present I am still using the Three sim until my new provider advises my number has been ported to them at which stage I will change the Three sim by my new providers sim. If I find Three have cut me off due to them sending me a refund I wil swap the sim earlier than intended and use my phone on the new providers network with the temporary telehone number they gave me.

Allanr

My number has been ported over to my new provider without any problems. I took the opportunity to screen shot my Three account details before the port took place should there queries about Three not refunding me. Lucky I did it because when my number was transferred I lost access to my Three account..

muffinhead

Just been told that my refund will now take 14 working days (from the initial request) so should be refunded by the end of the month.

Allanr

I've got a transcript of my chat with the CS in which he said it would take 7 working days. A chat with another CS said 3 working days  and now they have told you 14 working days, it woild be nice if there was some consistency between the various CS.

victor2

Took a while to get my PAC. The SMS method gave an error message. An online chat with 3 ended up with a pretty annoying person who went from “you’ll get it no time” to “sometime” to “within 72 hours” when I asked him to define no time. He than wanted to mark my query as resolved! I didn’t get the PAC within 72 hours but got it immediately when I chased it with Three. Number is moved to Asda mobile now. I have been told I’ll get my credit back in 7 days, but won’t hold my breath and feel it’s worth £10 to be shot of Three, plus Vodafone’s signal, which Asda use, is better at home anyway.

Edit: Can no longer login to My Three. Am I bovvered?

dali21

Has anyone had their refund from Three?  

It will be 7 working days for me tomorrow but based on previous posts, I’m not sure if I should be waiting longer 😟

PandaInLondonZoo

Hi all. My first post on this forum.
Hopefully my experience help someone. My learnings at the bottom!

I had 2 Three PAYG numbers still with £10+ account credit in each.
After separate webchats & different advisors, got the PACs, switched out, back on webchat requested refunds.

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 advisor transferred me to a member of the 'escalated complaints team', who said previous advisors have miscommunicated, I am not eligible for a refund, Three will not refund my account credit, that's it. After chasing (yet another webchat and Twitter DMs), I now have a deadlock letter, so I've opened a case with the Ombudsman Services: Communication as their Alternative Dispute Resolution (ADR) body.

Learnings / suggestions to anybody who wants a refund:

• Take a screenshot of your account credit, if you want any chance of a refund.
  (Webchat advisors have told me I had £0 credit, until I insisted that they check again.)
  
  
• Note down name, date, time of any communication with Three
  For example: after webchats, you can choose to receive an email of the chat transcript.
  
  
• Ask for complaint or refund case references
  
  
• Be prepared to raise a complaint with Three.
  Hopefully nobody else needs to contact ADR body.
  

PS: if you want to log your bad experience, you can submit a Ofcom monitoring web-form (can't post links yet   sorry).
But note that Ofcom don’t investigate individual complaints.

bjbyorkshire

That all sounds as though we may not get a refund at all.  I have been trying to locate the e mail from Three which gave the price increase to come into effect in July and that if we wanted to leave then our credit would be refunded.  I can’t find it in my emails at all.  Does anyone have a copy of what we were sent and when?  I do have a case number from my chat but that is all.  

SpanishBlue

I got a text from Three, not an email. Also there is a link somewhere I have seen, (either in this thread or another).

But in both cases I seem to remember it said you MAY be entitled to a refund.

That one word, (MAY) tells me most people will not get any refund. It's their get out clause I'm afraid.

dali21

I contacted 3 via the social media webchat today. 
They confirmed the payment team had received my refund request two days after I made the initial request. 
I've been told that the manual transfer to my bank account will take up to 7 working days from then.