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.