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