Sim Not Provisioned & Customer Services Lie To Their Customers

[#1]

I signed up to Plusnet last week. They sent a SIM card to the wrong address so I ordered a replacement SIM, after having the address corrected. I received the replacement SIM three days ago and it does not work. My phone says the SIM is not provisioned. Their customer services say I need to call my previous provider as the phone is "locked". I told them I bought my phone SIM free through Amazon but their agent was adamant that is is locked and that I need to call Three. He even consulted with his manager but that is all the advice they could give me. It did not matter to the agent that I tried the SIM in another phone I have, with the same result. I now tried another SIM which I've used on holiday before in the phone and that one works. Which proves the phone is not locked and their Customer Services would rather fob customer off than resolve their problems. 

Moderators Note: All caps title removed as per Forum rules

[#2]

Thanks for your post, @DELMORE77.

We're sorry to hear of this issue.

So that we can investigate for you, can you please PM either myself or any staff member:

-The mobile number in question

-Your full name and confirmation that you're the account holder

-The full address including postcode

Thanks,

OP