A customer experience about Three

Status: Approved

#FinancialLoss #CustomerService #Communication  Furious Anxious Annoyed 

Kindly shared by Anonymous

What happened

I took over my husband's three account in 2018. There was a spending cap on the account. I got a high bill in march 2019 and was advised that the spending cap did not transfer but they would credit my account and add the cap on. In January 2020 I again received a bill about £26 higher than it should have been. I was advised the cap was not on the account and they would credit my account (which they did not) and apply the cap. I decided I wanted to end the contract which I did on February 3rd. Yesterday, I checked my bank account and found they had taken £72 from my account baring in mind that my monthly bill was just short of £10 and I also believed the account was in credit after being told the credit had been applied in January. I was advised that they could not do anything as I had been issued with credit in march 2019 and that the system won't allow them to credit me again. They tried to blame me for the cap not being on by saying is been abroad which I have not. The last advisor said that he had tried to apply credit to reimburse me but the system won't let him. It just seems a complete joke that I now have to escalate to the ombudsman because their system won't let them credit me. Are they lying to me?

What I wish had happened

I would like a sincere apology and the money refunded to me.

Where this happened

On the phone

Three Customers

Most talked about by Three customers

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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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Low
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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