Three ever sent anyone a written response?

BADBT_2

Hi,

Ive had a long-running dispute with them. Have written them numerous letters requesting explicitly they respond in writing. However, either the letter goes ignored, or they call me to discuss.

Initially, I would speak to them, but then, decided best not to speak to them as
a) They're often calling from India,
b) they "lose" call recordings and then there is nothing to stand up in court.

Do you know if this is a policy of theres? I am thinking of just giving them a final 14-day notice, then taking them to the Small Claims Court and claiming from there.

agsnu

I managed to get them to send me an e-mail confirming the details of the promotion I was on for mobile broadband (£50 credit after 60 days, to be reflected on the 3rd bill). Which is a good thing, because I've just had my 3rd bill, and guess what: no credit.

Looks like their CS is just as useless these days as it always has been.

BADBT_2

Thanks Mooch,

I've compiled my correspondence into a pdf and sent it to their executive office (executive.office@three.co.uk).

If I don't hear from them by Monday, I'll send it to the CEO, and try my luck there.
Might include the threat of posting my case up on MSE!

Their "failure to call back, misinformation, lies and plain incompetence" sounds familiar! In fact, I would add obtaining money by deception and threatening legal action!

They even had the guts to say ATD (Three's collection department) was NOT a part of three, and that they were independent!

Thanks!

Asim

BADBT_2

I'm impressed.
Within 12 hours of sending an email to their customer services AND Executive Office, received the reply:
Dear Mr XXXXXXXXX,
Ref: XXXXXXX
Thank you for your recent communication, highlighting your concerns.
I would like to confirm that the Executive Office is currently investigating the issues you have raised and you will be contacted within 5 working days to discuss the results of their findings.
In this interim period, should you wish to comment further on the issues raised, please call the Executive Office on 08707 XXX XXX, between 9am and 6.30pm, Monday to Friday.
Once again, thank you for bringing this matter to our attention and for your continued patience, during our ongoing investigations.

Let me know if you want me to post updates. Hopefully, it's going somewhere

gollum007

[EMAIL="media@three.co.uk"]media@three.co.uk[/EMAIL] should work better for these types of issues- I've spent the last two days chasing them over problems with the Refer a Friend (My brother no less!), and they were the ones who actually managed to connect me to a human in the UK (An achievement in itself!), and resolve the issue perfectly.

[EMAIL="executive.office@three.co.uk"]executive.office@three.co.uk[/EMAIL] appears to basically work on a forwarding basis to India with some sort of keyword recognition, whereas [EMAIL="media@three.co.uk"]media@three.co.uk[/EMAIL] gives a bounce from an internal address, but also passes things on to a human in the UK who actually has the power to do things.

Threatening to get one of the gutter press investigations teams involved would have been my next step- My usual routine for recaltrient companies goes as follows:
1. Sale Of Goods Act/ Unfair Terms In Consumer Contract Regulations to standard CS/ complaints dept. Start recording all times/ dates/ people at this point.
2. Sale Of Goods Act/ Unfair Terms In Consumer Contract Regulations to the highest ranking person I can find via e-mail, including log of correspondance to this point. (Normally seems to pass back to some slightly higher complaints dept)
3. Main company press office, or even better the parent companies press office (Works better with American parents)
4. Sun/ Mirror/ gutter paper of your choice's consumer issues panel. Tends to work better with missing money, bad treatment/ breach of contract isn't as juicy.
5. Last resort- Legal action!


-Gollum

JeanieM

Thanks guys

Sent email as advised above yesterday afternoon, email confirmation within the hour, and got a phone call this morning from executive office-problem solved, account closed, cheque on its way!!

Cheers