Three UK Customer Service Issues

Dear Sir/Madam, I am inquiring about the following item: Order Number: [redacted]21 5 G Hub with 32" Toshiba TV Address: Flat 3, Farley House, 14 Farley Drive, IG3 8FH Phone: [redacted]7 Name: Antanas Armonas I received the delivery on December 10th, and unfortunately, the TV was damaged. I can provide videos and photos upon request. On December 13th, we attempted to contact THREE customer services but were unsuccessful. On the 14th, we tried live chat but encountered a busy queue. Today, December 15th, I am reaching out to you directly. Please arrange for the damaged TV to be collected and promptly issue a replacement. Thank you for your attention to this matter. Sincerely, Antanas Armonas

I recently purchased a new Samsung Galaxy A12 from Samsung for £[redacted] along with a Smarty SIM card. I am facing issues with the SIM card. After I topped it up with £10, I received messages from my sister's number even though she denies sending them. I suspect someone might be scamming or hacking into my device. Any assistance would be greatly appreciated. Thank you. [redacted] Liverpool, L1 8BU, December 8th, [redacted].

I would appreciate assistance with utilizing international roaming in Nigeria. I am unclear about the procedure and whether activation is required. I am currently connected to a local network that offers internet service but I need to receive calls and messages as well, as I will be in Nigeria until February [redacted]. I have been paying for services that I have not been able to use since November. It is crucial for me to be able to receive both text messages and phone calls. Thank you for your help. Best regards, Chigozie Agubata

I recently got a phone on a contract with a promised Nintendo Switch console as part of the deal. However, upon receiving the phone, the Nintendo Switch was missing. I contacted customer service through email and phone, and they requested proof of the deal, which I provided by sending them the email confirmation from Three clearly showing the phone, sim, and Nintendo Switch. Despite the phone and sim being dispatched, there's been no update on the Nintendo Switch. I was assured it would be resolved as soon as they received the confirmation email, but I have not heard back. If this issue isn't resolved promptly, it could be considered false advertising, which is against the law.

I recently requested a copy of my statutory credit report from Experian and found a default notice from Mobile 3 for £[redacted] in November [redacted]. Even though I paid the disputed amount and was assured no further action would be taken, the default remains on my file. I have sought legal advice and learned that I should have been notified of the default, which never happened. Since the payment was made, the default should be removed. I kindly ask for the prompt removal of this default and confirmation of the action taken. If not resolved by the end of the month, I will escalate this matter to the financial ombudsman. Thank you for your attention to this.

Dear Three, I, Evette Callender, am writing to express my disappointment with the recent customer service I have received. Approximately 6 months ago, I made multiple attempts to cancel my contract in person, but was advised to do so online or over the phone. Despite my efforts, my request was not processed without providing specific documents I did not possess at the time. This resulted in my account remaining active, leading to continued charges despite not using any services. Recently, I received a message stating my account was forwarded to an agency for a £46.00 payment, which I settled to prevent further escalation. I reached out today to close my account, which was confirmed, but I am awaiting a final bill on June 23rd. I seek clarification on the pending bill as I have not used the service for months and request an immediate closure of my account. Sincerely, E. Callender

I recently received correspondence from Three Mobile regarding a phone plan switch for an unknown number, possibly an old one. My attempt to verify this on My3 was hindered by the two-factor authentication process requiring a code to be sent to the unfamiliar number. Upon notifying Three through webchat, I discovered an error in my date of birth on file. I was directed to email [redacted] with my ID photo for correction within five working days, but as three weeks have passed with no response, I sought clarification through webchat and Twitter. There was mention of a tracking number, yet I have not received one. I am simply seeking confirmation that my email was received and is in progress.

I'm concerned that a debt was sold to Lowell in my name even though I settled my contract years ago. I find it unfair to be chased for money that I do not owe. The last representative I spoke to mentioned it was an error, yet it seems unresolved. It is distressing to have debt collectors pursuing me for an unjust claim. I had numerous service outages and lack of connection which were not compensated for, leading me to terminate my contract. I refuse to pay for something I have already settled and consider taking legal action against this unreasonable behavior and undue stress caused. It's disappointing how this situation is being handled by the company, and I will not cooperate with this unjust demand.

I called to cancel my internet service under the assumption that my contract had ended. I was informed over the phone that it was canceled, so I thought the matter was resolved. However, about a month later, I received an overdue bill. Since I work away from home, I didn't receive the bill promptly, and I was taken aback as I believed the service was terminated, as the lady assured me back in May. When I received a call questioning the unpaid bill, the lady accused me of lying and threatened not to send any written notification until I paid up. I tried to convey that I needed written confirmation of the cancellation. The lady's behavior was extremely disrespectful. Eventually, I spoke to a helpful gentleman who reconnected my internet after I agreed to honor the remaining contract term. I kept my complaint open, but I haven't received any follow-up. I have spent five years rebuilding my credit score, and now, due to the misinformation provided by the company, my credit score has been halved. As a result, I am unable to secure a mortgage at the desired rate. This entire situation has left me disadvantaged, forcing me to live out of a camper.

Dear Sir or Madam, I have been using my MiFi device in Sri Lanka for a month, but it has suddenly stopped working. I am uncertain if it is due to the amount of data I have used or the duration of my stay in Sri Lanka. However, since I am allowed a 2-month stay, time should not be the issue. Upon checking my account, I noticed there is no spending cap. I expected to still be able to use data and be charged if I exceed my 12GB limit, but unfortunately, this is not the case. This connectivity issue is affecting me during a work trip, and as your customer service is not available 24 hours a day, it is challenging for me to contact them due to the time difference and my working hours. I previously experienced a similar problem in the UK when a transmitter failed, resulting in over a week without connection, which I believe is a breach of contract. I kindly request your assistance in restoring my mobile data or providing me with a solution via email. Thank you, Ryan S. MiFi no. [redacted]

I recently upgraded from a SIM-only contract to a contract with a Nokia phone and requested a number change due to my retirement. However, I discovered that the sales assistant did not follow through with my requests, leaving me with a contract I neither want nor use. Furthermore, my previous account has been wrongly marked as in default due to this mishap. It is unfair for my credit to be affected by this error caused by the salesperson prioritizing his commission over my needs. I expect this matter to be resolved promptly; otherwise, I will seek legal advice and consider switching to another service provider after the completion of my current contracts. The dishonest sales practices of the salesperson at 3 Mobile have left me no choice but to take action if this issue is not rectified within the next 28 days.

Mr. P.R. Vivian with device number [redacted] residing at 2/5 Wanless Court EH217QU has requested a cancellation of the sim and number, and to issue a new pin and number, please. From: Paul Scotland72 <[redacted]> Hi there, I contacted your offices in India on Fri 16 06 23 to arrange a promise to pay for a £12.50 collection for device plan [redacted] on the 28th of June due to a recent hack. I have faced challenges changing due dates and have had multiple interactions with different staff members. Due to security concerns, I am requesting a new sim and number without further calls to India. I have switched banks and need all direct debits moved to the 28th. I am exhausted from contacting the call center and seek a resolution for the outstanding payments. Your prompt attention to this matter is appreciated. Sincerely, Paul Richard Vivian

Hello, I have recently canceled my direct debit with 3. I have been a loyal customer for many years, spending thousands with you and even referring new customers. However, I am unhappy with recent changes regarding my roaming charges. Despite assurances that my 'at home, go roam' feature would remain the same when switching to a SIM deal, I am now being charged £2 a day in Europe and £5 a day in the rest of the world, which was unexpected. Additionally, I discovered a new contract started in April this year without my knowledge or consent. Attempts to resolve this through online chat and phone call have been unfruitful, with customer service repeating the same unhelpful information. The suggestion to pay to exit the contract and calling it an 'upgrade' is not acceptable to me. I have expressed my frustrations through email and will no longer be recommending 3 due to the excessive charges and poor customer service. Goodbye, 3. - M Sayles

My husband J.O. and I visited the 3 store in Salisbury on June 24, [redacted]. We upgraded my account from 1GB to 4GB, and have a printed confirmation. However, we have not received the welcome letter as promised. When I returned from vacation on July 10, [redacted], the 4GB allowance was on my phone. But after the recent upgrade, my data suddenly reverted to 1GB. I had to log in again, and the 4GB disappeared. Please clarify this issue. My contact number is [redacted]1. - Ann O.

I have an old Nokia mobile that I purchased around [redacted] and I am looking to unlock it from 3. I have attempted to obtain the unlock code from 3 through their live chat. After being redirected to the store in Blackpool, I was unfortunately informed that they were unable to assist me with unlocking the phone. The staff at the store were firm about not being the right place for this service. The serial number of my phone is [redacted][redacted]. May I please receive the unlock code for it?

I visited the store at Liberty Shopping Mall and signed up for a mobile broadband contract, but unfortunately, it never worked. Despite multiple visits to the store and attempts to resolve the issue, it wasn't fixed. Even after canceling the contract, I am still being charged £13.12. This feels like fraud. I request an immediate refund of the charged amount. Thank you, Derefaka Direh

I have been grappling with connectivity issues on the local mast labeled as site number MBNL [redacted]. It's been ongoing since Monday, 04/09/23, with the internet usually being accessible only until around 10:30 AM (now dropping by 9:30 AM). I have tried contacting 3, but they keep instructing me to restart the device, not comprehending that this issue is not exclusive to me. Numerous neighbors are experiencing identical problems. Unfortunately, 3's foreign call center adheres strictly to a set script and shows no flexibility in resolving this recurring problem.

In [redacted], I closed my account with 3, but recently discovered they kept it open without my knowledge, converting it to pay as you go. Despite 19 years of no contact, I was surprised by two missed payment charges appearing on my credit report. I never set up a direct debit with 3, as I don't owe them anything. Multiple attempts via webchat and voice chat were made to resolve this issue, with assurances of a fix due to their error. However, today I found yet another missed charge on my credit report.

Dear THREE Customer Service Team, I am writing to request assistance regarding my previous mobile telephone account under mobile number [redacted]0. I terminated my contract on 31 August [redacted] due to relocating from the UK back to Hungary. I now require written proof of my UK residence for the last 12 months as part of administrative requirements here in Hungary. I kindly ask for a record of my monthly billing statements sent to my UK address at Broyle Place Farm, Loughton Road, BN8 5SD, for the past 12-18 months. Any documentation from my account with THREE that confirms my UK residence during this period would be greatly appreciated. Thank you for your attention to this matter. Sincerely, Laszlo Redei

I was charged £28.51 two days ago for my previous contract that was cancelled at the beginning of last month. I don't understand why I was billed again for this after the final payment at the end of last month. Additionally, I was charged £60.48 today for my current bill while my monthly plan is only £32. I am confused about why the amount is higher than expected. I just need to speak to a live person to clarify these charges.