A complaint 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

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How this makes Three customers feel

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33% Financial Loss
Feelings:

Furious

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33% Customer Service
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17% Inconvenienced
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Furious

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17% Communication
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Furious

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Telecom Customers

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How this makes Telecom customers feel

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30% Customer Service
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Furious

Annoyed

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Offended

Anxious

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Disgusted

Let down

15% Inconvenienced
Feelings:

Let down

Furious

Annoyed

Frustrated

Disappointed

15% Financial Loss
Feelings:

Annoyed

Furious

Frustrated

Anxious

Disappointed

Disgusted

15% Communication
Feelings:

Furious

Annoyed

Frustrated

Let down

Anxious

Offended

10% Quality of product
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Annoyed

Disappointed

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Frustrated

Offended

5% Returns
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Annoyed

Disappointed

Let down

5% Discrimination
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Annoyed

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Disgusted

5% Fraud
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Offended

Furious

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  1. Three
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