Nightmare on Queensway - My Horrendous Experience with Three Phone Service

Two and half years ago, I made a grave mistake that haunts me to this day – stepping foot into a Three phone store on Queensway in Bayswater, London. Little did I know, I was about to embark on a journey of deception, incompetence, and sheer frustration.

The salesman, if you could even call him that, was nothing short of a con artist and a swindler. With a silver tongue and deceitful promises, he convinced me to sign up for a phone service package that included a main number and three additional SIM cards, all for a whopping £100 per month. Little did I realize that this would be the beginning of my descent into telecom hell.

Firstly, the salesman failed to even bother collecting my email address, resulting in me never receiving a contract or a bill throughout the entirety of my two-year tenure with Three. Talk about shady business practices.

To add insult to injury, he erroneously assigned one of the SIM numbers as my main number, rendering my actual main number practically useless. This blunder led to a myriad of problems over the years, complicating communication and causing endless headaches.

But the nightmare didn't end there. Despite being situated in the heart of London, the service provided by Three was abysmal, to say the least. My apartment might as well have been a black hole for reception, with my kids refusing to even touch the extra SIM cards due to their utter uselessness. Meanwhile, my American phone with T-Mobile enjoyed stellar reception, leaving me baffled as to how a UK-based provider could fail so miserably.

Fast forward to last November when I finally decided to pull the plug on this debacle of a contract. Despite explaining my predicament and expressing my desire to terminate the contract, the customer service team displayed nothing short of incompetence and hostility. They not only failed to close down the main number and one of the SIMs as requested but also had the audacity to accuse me of lying about ever contacting them to cancel the contract when I called them in febraury after discovering that they had charged me £100 pounds 2 months after closing down the contract?

It's as if Three is operating in some alternate reality where customer satisfaction is a foreign concept. They continue to charge me unjustly, dragging their feet in closing down my contract while I'm left in a state of perpetual frustration.

Attempting to reach customer service has proven to be an exercise in futility, as the only numbers I can recall from the four provided are mysteriously absent from their system. It's Kafkaesque, reminiscent of a scene straight out of "Brazil."

Three is not just a phone service provider; it's a cautionary tale of corporate greed and customer neglect. If you value your sanity and hard-earned money, steer clear of Three at all costs. As for me, I'll be taking them to court in a last-ditch effort to escape this ongoing nightmare. Three, consider yourself on notice – your days of preying on unsuspecting customers are numbered.

In the meantime I switched to EE which is perfect in every possible way you could dream of how a phone service should operate.

Three teach their customer service reps to lie to customers when they make a mistake.

I paid extra for an upgraded phone to be delivered on a Saturday. It didn't arrive. Neither did any dispatch notifications. On Monday morning I called Three and was told it would be delivered that day and I'd receive a message to select a delivery time slot. No apology was made or explanation given for why it wasn't delivered and no offer to refund the fee paid to specify Saturday delivery. Delivery was free for weekday delivery.

I waited for a notification as promised but by 4pm I thought I better call them. For 40 minutes, I was lied to about them checking a DPD tracking number, checking with other departments and given promises that conflicted with what I was told in the morning. When I asked for the tracking number they admitted they didn't have one. I was put on hold 4 times and each time the poor woman came back, it was with another lie about the status of my phone delivery. I was transferred to another woman who - only once pushed, admitted the phone hadn't been processed for delivery. I was told I would get a message in 48 hours telling me when it would be delivered (a few days before Christmas). I would find out WHEN it was being dispatched 5 days after it was due for delivery! As she confirmed my phone hadn't yet been dispatched, I asked to terminate my Three contract which runs out this month. She refused in case I receive and keep the phone they haven't sent me!

Sadly, this is not the first customer service issue I've had with Three. After my 14 year old son died, I tried to terminate his phone contract. They again lied repeatedly month after month that the account had been closed only for a monthly direct debit to come through for six long months. There was zero understanding of how distressing it was to have to explain about losing my son over and over again just to be disregarded with no empathy at all.

UPDATE: Called back to try bribing me with 25 and 50 piund payments but werent able to assure me customer service wouldnt continue to lie. I told them i was not interested. He closed the complaint as resolved despite me pointing out it was very much not resolved and marking it so suggests no learning will come of it. They have hounded me with text messages and emails today. When i was forced to call customer service to tell them to stop, they refused. I contacted the Executive Team. They responded saying they trust I'm happy now the matter is resolved

I've had some terrible experiences with companies before but Three has been the worst without doubt. Instead of using colorful language to explain my issue, I'll just present a timeline with solid dates and let you judge for yourself.
- I signed a 2 year 5G contract with Three in October 2022 and tested their speeds and verified it's all fine.
- In July 2023, my partner noticed that the internet speed was gating her work and speed tests showed only 60MB/S Download and 2MB/S upload on Ethernet which is way less than promised.
- Reported the issue in last week of July and one week later, the technical team explained that there's an issue in our area and they have no idea when it will be fixed. Also, that issue has been there since May but we didn't notice it. The Technical Team offered to cancel our contract and waive the fees which we gladly accepted.
- 2 Days later I called again to verify as no email was received. The Cancellation team had no idea about my cancellation and after an hour of talking nothing happened. I hanged up and called again but went to the Technical Team and voila! They know. They promised the return package will be sent within 72 hours.
LESSON ONE: Different teams in Three has no idea about anything related to your issue and can't really check it cause they are not allowed to see that info (As explained in one of the calls).
- It took 3 weeks and about 7 calls each at least half an hour and always involves the agent having no idea what I'm talking about or saying that the previous request was not done properly to finally get my return envelope. When I got it, I received three of them!
- During these three weeks, the one time I received help was from the complaints team who asked me to cancel my direct debit and gave me 2 months of credit till the return has been sorted.
LESSON TWO: With Three, people who can really help are the complaints team but you'll be allowed to speak with them only after you've rejected the nonesense solution provided by other teams and insisted to talk to the complaints team.
- I packed my device and sent it back on the 20th of August. It arrived on the 21st as per the tracking number.
- Few days later my account was still open so I called to enquire and they have no idea that my device was returned. A ticket was filed to trace the device along with the tracking number.
- One month later and about 5-7 calls and chats and my device was still not found. Again, everytime the agent has no idea about my issue and everytime they say they'll raise a request. I've given the tracking number so many times that I memorised it.
- Finally, the solution came from the complaints team again. It's not that they found my device, it's just the agent offered to just cancel the contract and waive all the fees as promised. I went for dinner to celebrate!

My conclusion, I understand why is Three charging very less for their services. They provide little to no actual support and when their service breaks down they don't even fix it. I don't blame the dozen or more agents I've chatted with, they were all polite and professional but I can see that they really have no way to help me. Three hires lots of agents in low cost geo zone to save cost but they don't really have anyone here to send a return envelope or verify that a device has been returned.

I'm very happy my relationship with Three ended.

Where to start?

I wanted to try their 5G Hub offer, but since the reception was bad at my place and the connection was very sketchy and unstable, I cancelled that during my trial period, as confirmed by the salesman in charge of my case.

That was one year ago and they are still invoicing me.

Turns out that they screwed up the collection of the hub, without telling me - I frankly forgot about it, when nobody showed at my place the day I was told they would and went on with my work and my life.

Fast forward a few months and I write them again, rather pissed to notice they took money from my bank account for two months already and were ready to take some more.

Their salesman (Ross) tells me that they could not close the case, since they were missing the hub - again, not my fault.

Okay, they book a courier again, which takes it one day and apparently delivers the hub BACK TO ME (!) the following day; few weeks later I finally manage to get rid of it with the right courier and they confirmed me they finally received the hub, will close my file and refund me for the money they took (read: "extorted") from me so far - again, not for my own fault.

Months pass, I keep getting messages that Three is still invoicing me each single month, no refund in sight, but contacting their support service is always rather a challenge.

I managed very laboriously to get in touch with another saleswoman, that told me the previous person is now on sabbatical (apparently that would just keep your case going since nobody is able to organise a handover there?), to forward her all the email exchange so that she will be able to do so, and before I managed to forward it (which I did anyway) she told me she confirmed I was right and promised me that she will get in touch with me after talking about the case with her manager.

This was months ago, I never heard from that person ever again and every single time I tried to get in touch with her again at the support, excuses of various kind were made.

Thanks so much, Eileen: how kind of you to ignore me completely after you promised to take care of my case and told me you understood my distress and frustration - very professional too to ghost me!

But I heard from a debt collecting agency. Plenty.

I have been constantly harassed by them to pay a debt I am under no obligation to pay, again since I cancelled during my trial period.

Three, including Eileen, promised me multiple times they will get in charge of that too and speak to the debt collecting agency - apparently nobody ever did, at least according to the collectors.

Last month I was told they could not close my case since I never returned the hub!

I showed them proof I did with previous conversation with their representative Ross confirming me that 1. The hub was finally returned and 2. I was long due for a refund, but they told me I needed to provide them courier receipts - luckily (and, if I might add, in their face) I managed to retrieve them after 6+ months and sent to the address I was provided.

Which was wrong, I guess their support can't even copy&paste what is on their guidelines.

Finally they pass me the right one and submit all the documentation, while at the same time I am now billed for hundreds of pounds for a service I used ruinously few weeks last year and never touched again.

I sincerely hope they will be extremely ashamed of themselves - that kind of shame that forbids one from looking their loved ones in the eyes with a clear conscience.

Thank you, Three!

In January 2023, I took out a phone contract with Three. 6 months later, in June, I noticed that I had 2 payments being taken out of my account by Three. I called them up and they told me that someone had taken a phone out in my name. Apparently, when I took out my contract, their system was updating so that is how they had leaked my data. They couldn't tell me what details had been given out and they had no way of knowing where the phone was or where it had been delivered to. The agent told me that they would cancel the phone, refund my money, and investigate how this happened. The investigation would take 14 days.
I went away for a few weeks and when I came back in august, I had late payment bills for 2 months. The agent that I had spoken to had cancelled the payment from my bank but not the phone contract. I "WAS" currently trying for a mortgage, but this had dropped my credit score by 73 points. I spoke to the agent who told me that it wasn't their fault that someone had taken a phone out in my name. He explained that as they cannot see the persons face when they ring up and order the phone, they have to assume it is me. It's impossible for them to be certain when someone takes out a phone that they are giving it to the correct person. They then informed me that the phone had not been reported and this was down to the system being updated. I asked if it is normal for the system to update for 6 months straight as that was what I was told was the problem back in January, but they couldn't answer that question. However, this time they would report the phone.
2 days later, I received an email from a debt collection agency. I rung Three and they told me that they would contact the debt collection agency and cancel the bill so I shouldn't hear from them again. They apologised that the phone STILL hadn't been reported stolen. They would do that straight away and I should hear back within 14 days. They agreed to send me a letter and email that I could pass onto the debt collection agency. We were on the phone for just under 40 minutes and the agent sent the email for the debt collection agency 3 times as it wasn't coming through. The agent then informed me that the fraudulent account wasn't a phone contract it was just a sim. I asked if they were sure as it was a more expensive contract than mine and mine included the handset. The agent then refused to share the information because the contract was not mine. Even though it is in my name, I am not allowed to know any details of the fraudulent account.
1 week later I received an email from Three informing me that they would be increasing my monthly charge.
The 14 days were up, and I hadn't heard from the fraud department. However, I received a text message from the debt collection company again asking for the money. I called Three and after going through their security checks the agent was going to pass me onto their relevant department. But not wanting to miss an opportunity. He informed me that they were running a special promotion and asked me if anyone in my household was looking to upgrade or was on a pay as you go. He then asked me not to use profanities or he would have to disconnect the call. I thought at least one of us should be helpful, so I stopped swearing and settled for non-swear words such as scumbag and parasite. I believe that satisfied us both and felt it far more appropriate. I then reset my manners ready for the next agent. I informed the new agent that I desperately needed the message for the debt collection agency that I had been promised it 2 weeks ago. He told me that they don't have the ability to send out information to pass onto a debt collection agency about an ongoing fraudulent investigation. I corrected him and told him that I was waiting for a letter and 3 emails from his colleague. She had sent them out 2 weeks ago. However, he confirmed that nothing had been sent from her and that she was in fact lying to me. I asked should I just pay the debt collectors as I am more concerned about the damage that is being done to my credit score, but he advised me not to. However, it was the last of the 14 days and that I should hear from the fraud department tomorrow, and that agent was also going to personally ring me.
Next day received an email from the debt collection agency again. Agent did ring me but only to let me know that nothing has changed, and he is going to ring me in 7 days. I am not going to hold my breath. Joining Three was a terrible decision. I would definitely not recommend joining them. I can no longer get a mortgage because of them and rather then helping me, they have lied constantly to hide their incompetance.

I have been using three mobile for years and years and never have I had such a bad experience as this when upgrading my phone I was advised to use the three recycle programme as they had a promotion on where apple will give £250 extra ontop of your phone price when selling it back to them so i agreed and waited for my new phone after a really bad experience upgrading my phone which is another story that has been sorted out now I had contacted three recycle to sell my old phone they quoted me £287 plus the extra money from apple I agreed and waited for the packaging to be sent out so I could send the phone to them over a week goes by I had not received any packaging so I contacted three recycle to let them know they apologised and said they would send out packaging again but the lady on the phone advised me to take a picture of my device because there had been a few breakages so I did that and took a picture of my device ready for the packaging another week goes by I called again to let them know nothing had turned up they apologised and sent it again so now I've been waiting two weeks for the packaging the packaging arrived on the Friday of that week so I sent it off and took a picture of the postage and sent an email with both pictures on I called them to let them know there was an email with the proof they advised me it would be Monday before getting any response on Monday night at around 10pm I had An email saying my offer had been revised to £57 because of a cracked screen so I called them on Tuesday morning because I sent them the proof that there was nothing wrong with the phone and since then they have told me it doesn't matter because the photo of the phone wasn't taken the same day I sent the package I did exactly as I was told and now I'm loosing out on £230 pound and if I cancelled the order I would loose out on the apple deal aswell as having to replace my phone screen before I could sell the phone again I have contacted the complaints department which didn't help really I would not recommend anyone to use this service with three or even recommended three mobile at all

Fking traitor, don't use this $#*!ty simmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmm

Coverage issue., talked to the customer team manytimes same questions and same answers...

AVOID AVOID The worst customer service…
AVOID AVOID The worst customer service I have ever had the pleasure of paying for! All you get are apologies and false promises, they cannot complete the simplest tasks and keep telling you to contact them in a different way.
I took my initial complaint to the ombudsman after Three offered me £5 for messing me about over 5 hours. Three then offered me £52 refund which I accepted. They then credited my account with the £52 AND refunded me £52 by bank transfer. October's bill of £18 was taken from the £52 credit leaving my account £36 in credit. Three didn't apply for October's payment to my bank. They then realized they had duplicated the refund of £52 and took it from my Three account, this was after 5 weeks. I then got a txt saying that I had failed to pay October's bill and would be cut off in 48 hrs!
Three had my direct debit info the whole time. I then got a bill for £36 which I cannot afford. I contacted Three asap and explained that I can't pay 2 months at once to be told as a gesture of goodwill they would just take £18. I kept checking my account but it still said £36. After 3 days I contacted Three again via web chat and was told not to worry just £18 will be taken and this would show on my account after 24hrs. I then waited another 2 days and again contacted Three via web chat to be told 24hrs again. I explained that this had been promised twice before yet hadn't been done so I wished to complain. I spent hours keep explaining what was happening with my account over and over (Three didn't have a clue) and after been offered £18 credit which was confirmed by 3 different customer service representatives to be told by the dedicated complaints team that no £18 had been offered they would credit me £5. I told them the date, time and name of the person who offered it and explained that I had screenshots confirming this, then miraculously the £18 was back on the table. My account still says my bill is £36, after numerous attempts to sort this out. Their isn't £36 in my bank so if this isn't rectified I will have no option but to cancel the direct debit and throw the SIM. This is how Three treat genuine customers. I was with sky then talk talk and never missed a payment. AVOID Three has my number as it's requested when you leave a review yet post on here telling you to go through yet another form of contact. Just another example of their delaying tactics! Please note I cannot add a JPEG document or any photos from my gallery, the only option is to take a photo.