topic Being charged for a phone number I don’t use. in Account and services

Being charged for a phone number I don’t use.

Jade21 — Fri, 02 May 2025 16:44:11 GMT

I’ve asked multiple times to cancel the phone number I was initially given (before I transferred my actual phone number).

I was assured the number was cancelled after being refunded, but after still being charged twice apparently Three have no record of any communication?!?

I’m disgusted by the customer service. I just want someone to cancel a number I have never used.

After looking online this seems to be a common issue. Three clearly know this is happening, but aren’t doing anything to fix it? It’s not looking great for the company…

Re: Being charged for a phone number I don’t use.

PeteG — Fri, 02 May 2025 16:57:59 GMT

Hello, Jade.

Welcome to Three Community.

It seems strange that they would have no record of it. If you received a refund for it already, the account would normally already be cancelled. It sounds like it needs looked into. You can register a complaint about the issue on the complaint page, and the team there will be able to look into the matter further for you.

Pete.

Re: Being charged for a phone number I don’t use.

Jade21 — Sun, 01 Jun 2025 12:33:05 GMT

Hi,

I raised a complaint 02/05 and still haven’t received any further communication. How can I escalate this? Last time I called I was basically told I was lying.

Re: Being charged for a phone number I don’t use.

PeteG — Mon, 02 Jun 2025 09:57:29 GMT

The complaints team is the avenue of escalation. Based on when you logged the complaint, you should have heard back from someone by now so that the team can confirm their position or the outcome of the complaint.

You can reach out to them again for an update on what's going on, or to double check what the outcome was.

Pete.