A customer experience about Three by Anonymous

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What happened

I took out a sim only contract for my 13 yr old son a few years ago. I'm fairly sure the monthly cost was around £17. I checked my bank statement recently and the figure over the past year has been over £130 on average p/m. After a number of calls to Three I discovered that at least £40 p/m was for a premium service which I promptly cancelled. I was told by Three to call a number of the third party and request a refund for the service as we never used it. Back to Three... they said that we upgraded in October 2018 but we have no recollection of this. In addition, we were being charged approx. £20 p/m for phone cover insurance. It seems incredible that we were being charged for hardware cover for a sim only contract.

What I wish had happened

To have received a refund immediately and reassured the charges would not creep up again.

Where this happened

On the phone

Three Customers

Most talked about by Three customers

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Low

How this makes Three customers feel

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30% Customer Service

Feelings:

Furious

Annoyed

Frustrated

Disgusted

Anxious

20% Financial Loss

Feelings:

Furious

Annoyed

Frustrated

Anxious

10% Inconvenienced

Feelings:

Frustrated

Annoyed

Furious

10% Communication

Feelings:

Furious

Annoyed

Anxious

10% Other

Feelings:

Let down

10% Rudeness

Feelings:

Disgusted

Frustrated

Furious

10% Delay

Feelings:

Furious

Frustrated

Disgusted

Telecom Customers

Most talked about by Telecom customers

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Low

How this makes Telecom customers feel

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28% Customer Service

Feelings:

Frustrated

Annoyed

Furious

Disgusted

Let down

Disappointed

Unsatisfied

Offended

Unhappy

Anxious

Displeased

19% Inconvenienced

Feelings:

Frustrated

Annoyed

Furious

Let down

Disgusted

Unhappy

Unsatisfied

Disappointed

Miffed

14% Communication

Feelings:

Frustrated

Let down

Furious

Disgusted

Annoyed

Disappointed

Displeased

Unsatisfied

Anxious

Offended

11% Financial Loss

Feelings:

Frustrated

Annoyed

Furious

Disappointed

Anxious

Miffed

Disgusted

Let down

Unhappy

6% Quality of product

Feelings:

Annoyed

Frustrated

Unsatisfied

Disappointed

Displeased

Let down

Offended

5% Delay

Feelings:

Frustrated

Let down

Furious

Disgusted

Unsatisfied

Annoyed

Disappointed

5% Fraud

Feelings:

Frustrated

Annoyed

Furious

Unhappy

Offended

3% Other

Feelings:

Let down

Frustrated

Annoyed

3% Returns

Feelings:

Annoyed

Let down

Frustrated

Disappointed

3% Rudeness

Feelings:

Frustrated

Unhappy

Annoyed

Furious

Disgusted

2% Discrimination

Feelings:

Annoyed

Disappointed

Disgusted

2% Embarrassment

Feelings:

Disappointed

Disgusted

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