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10 Reviews

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Worst costumer service in existence!

I've been a 3 customer for almost four years. Or rather, my husband has as it was more convenient at the time to put the contract in his name even though I've been using it. Setting up the contract was easy. Upgrading to a more expensive contract was even easier. I didn't even need to speak to anyone, everything could be done online. I was happy with the contract while I just needed it for phoning, texting and occasionally using the internet. Even when I went abroad, the roaming was switched on and it was all good. Until the next time I went abroad. I was cut off from the rest of the world for two weeks as 3 had randomly decided to switch off roaming without telling me first. When I got home and managed to phone them they told me I should've phoned to switch on roaming before I left even though it worked last time I was abroad. I don't even know what their logic was...
Then the problems started. I wanted to switch the contract from my husband's name to mine as it was getting annoying that he had to phone them everything I wanted something. So we went into a 3 store. I'm not sure if the people in there are trained for anything else than selling because they just told us to phone customer service, who on this occasion told us that it wasn't possible to change the contract that easily. We gave up.
One time I had a problem with my bill, when I'd gone over my free minutes (something they'd previously notified me of by text but this time they neglected to tell me and so I accumulated a spend of over £50 instead of my usual £10.) After a lot of very frustrating phone calls they finally agreed to refund £30 because they'd stopped the notifications without actually telling me they would. I'm not sure they ever did refund me though.
Months past and after a lot of minor problems that all required lengthy and VERY frustrating calls to customer service, I finally decided to switch to another provider. So my husband phoned them from work (as he's still the person named on a contract). After half an hour (of his work time), they told him they'd phone him back. Instead they phoned my mobile and left a message saying I'd been authorised to make changes to the contract, could I please phone them back. So I did. It took five minutes just to get through the pre-recorded adverts and nonsense they'd like you to know about before they even let you talk to a person. (also, if they're closed, they still make you listen to all the nonsense before they tell you they're closed and when you should phone back). This guy then told me I wasn't authorised to do anything, could my husband phone back. Seriously?! So my husband took another half hour out of his work time only for them again to say they'd phone back. He made sure they had his work number this time but they still managed to phone my mobile, only this time I had magically been authorised to do anything I wanted with the contract. I told him to cancel it. He spent litereally 10 minutes arguing with me about how I should stay, they'd fix everything, they'd give me a better deal, they'd instantly change the name on the contract, they'd give me more free minutes etc etc. It took all the patience I've ever owned (and a bit more) not to swear and hang up on him. He was SO pushy and tried to put down the new provider I'd chosen. I even went as far as saying "I'm sure you can fix everything, but can you please just let me deal with any problems I'll get with my new provider and CANCEL MY CONTRACT!". Eventually it turned out I was more stubborn than him and his sales pitch (although he insisted he wasn't from the sales team and I was the only costumer who'd ever been offered this amazing deal) and he FINALLY agreed to give me my PAC code so I could end my contract and take my number with me. Most frustrating morning I've had since... well, since last time I tried to fix a problem I had with 3. He said he'd send me the PAC code within two hours. I do hope this is the one time they keep their promise because if I have to phone them again I'll probably just throw my phone out the window.

Also, if 3 reads this, please don't contact me with offers of better deals or apologies. I'm not interested and I don't want anything from you. I just want to warn people to stay away from you.
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Alex William Norton found this review useful
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