topic Re: Unrecognised 'Three Pay' charges in Account and services

Unrecognised 'Three Pay' charges

KS — Wed, 29 Jan 2025 13:21:05 GMT

I have been charged for using Three Pay for past 4-5 months and hadn't realised it. It is about on average £30-£45 per month approx.

I have never used Three Pay, being honest only today I have been reading about it. Called Three helpline, as always rather than speaking to someone you are constantly selecting options. I have Had some information back by text which I looked into.

How do I find out who is charging me?
Where and when I have used it?
Most importantly, how do I stop it if I do not even know which 'subscription' I am paying for.

I have checked under 'my subscriptions' and there is nothing there.
I have 3 payment methods, Apple Pay, Debit Card and my mobile number which I do not recall setting up. When I tried removing mobile phone as my payment method .. following message comes up
"Unable to remove - There is an active subscription on this account that required at least one payment on file" ?
Can someone help please?

Re: Unrecognised 'Three Pay' charges

Paddiewack — Wed, 29 Jan 2025 17:43:18 GMT

The first thing to say is to ask how the heck did you not realise something was amiss when you were paying “£30/£45” extra per month? Doesn’t add up. If it were me I’d have queried it on my first higher bill. That aside the starting point would be to open settings on your iPhone and hit the top menu button with your name on it. (Your Apple account) then tap subscriptions to find out what you’re subscribed to. You can then cancel them and remove the payment method as you see fit.

Re: Unrecognised 'Three Pay' charges

JadeF — Thu, 30 Jan 2025 13:55:39 GMT

Hey @KS

Ah sorry to hear that you've had some additional charges applied to your latest bills.

When logged in to your Three app, if you open up your latest bill you will see a breakdown of these charges. The breakdown will tell you the name of the company charging you, along with their contact details. Once you have their details, you can reach out to them to stop the subscription.

We don't have access to account information from the Three Community page to check this for you, but if you reach out to our Customer service team, they can offer support.

Jade

Re: Unrecognised 'Three Pay' charges

berrysmichael1 — Tue, 08 Jul 2025 19:46:04 GMT

Good afternoon.

I have the same problem. When I check my bill it doesn't state the merchant nor the item code, and instead merely states 'Third Party Charges including Three Pay'.

Why can I not see who the merchant is? It is for this reason that I will be moving away from three as a means of trying to stop fraudlent activity as I cannot (a) there is no facility to allow for me to identify who the merchant is, and (b) it won't let me see what the merchant has charged. It is, instead, all collected into one summary charge of which I have no idea what I'm being charged for.

Best

Mike

Re: Unrecognised 'Three Pay' charges

berrysmichael1 — Tue, 08 Jul 2025 19:47:27 GMT

As an additional point, there are no additional contact details, and no merchant being shown. It is very worrying as to me it looks like fraudlent activity, with Three not offering any support to amend this.

Best

Mike

Re: Unrecognised 'Three Pay' charges

JonathanB — Wed, 09 Jul 2025 13:36:15 GMT

Hi Mike,

We're sorry to hear about these unexpected charges. As Jade mentioned, we don't have direct access to customer accounts or bills from the Community, but usually on the itemised list of charges where you can see your individual calls, and how much data you've used on any particular day, there should also be a list of any Three Pay or premium charges.

Usually this would list which provider was paid, and provide a customer care number for them. If this info isn't available, or isn't clear, please get in touch, the team should be able to help get you in touch with the 3rd party so you can query or dispute this further.

Thanks,
Jonathan