To my shock horror, on 5th January I recieved a letter from Three to say that I have been a victim of fraud. Someone had used my previous address to obtain a mobile phone and a mobile internet connection. I called the number for the Three Credit Referral Team and was told to speak with George Robertson. After 25 minutes of holding on the phone to an 0845 355 0468 number, I slammed the phone down in sheer disgust! So then I wrote a letter to George Robertson and its been 8 days and not a call or a letter. In the letter that they sent me, George Robertson said to write to him personally. I called the normal customer services number 0843 373 3333 and hey, I got through to a call centre in Mumbai and the first person I spoke to, could simply not understand what fraud was. I kept on saying to this person, I have been a victim of fraud, and they kept on asking me when did I open the account. I started screaming down the phone saying "its fraud! I did not open the account!!! " To this, the telephone operator pretended that the connection was weak and he could not hear a word I was saying. So I slammed the phone down and rang the number again, and then I got through to another operator in Mumbai, I started to explain what had happened and once again, he started to ask me for my secret information to access the account, it was completely surreal! When I started to raise my voice, the operator became extremely rude and started to talk over me and cutting me in mid sentence. Once again I started screaming and after a few minutes, this person started to understand what had happened. I was then put on hold for almost 10 minutes, probably while he called the UK and was told I would receive a phone call within 24 hours. 10 days later, still no call.
Now on 16th January, almost 2 weeks from the original letter I sent, I decided to ring the credit referrals team. I got through to Jim Stuart. I explained to him my situation and to my shock, he replied "what exactly is it that you are asking of us? " I was in total shock! I had been a victim of fraud by a flawed system of Three and this person had so much disregard to ask me this question. At this point I started recording the conversation, which is a classic recording of a company that has no regard for customer service. After calling me a third party several times and trying to blame Experian credit services for what had gone on, I asked Jim Stuart how these fraudsters managed to use fake bank details. He explained as long as the bank account existed, a fraudster can use another persons name and open an account. I was completely shocked! Then I asked Jim Stuart who is to blame for not checking the names on bank accounts on applications for credit, which in turn he replied, the application is from Three. I then asked him what type of checks do you do on bank accounts before you process an application, to this he replied, "you are a third party, I cannot divulge this information to, because of composition clause. At this stage, most people would have got confused with these big words, and given up. Unfortunately for Jim Stuart, I happen to be educated up to an MBA level and this just basically means he doesn't know, or doesn't want to tell me, because its obvious its a major flaw and Three simply doesn't care. At this point I asked Jim Stuart why information like this would be confidential as a flawed application system affects others outside of their customer base. And then I explained to him that I was recording this conversation. At this stage, he decided to give me the email and the address for the executive office in Glasgow. Please be warned people, these big companies really don't care about you! They probably allow fraud to happen to claim off their insurance so they make money anyway, and Three certainly does not give a monkeys that you have been a victim of fraud because of their flawed system. Their phone operators are rude both in Mumbai and in Glasgow, customer service is down in the gutter with the rats and the sewage. The best thing we can all do is look for other service providers and name and shame these big companies who treat people like something unpleasant stuck to the bottom of their shoe. I will get back to you if or when they executive office responds. I will request compensation for being a victim of a system that is flawed. I will give updates on this forum and updates regarding the situation at each step.
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