topic Re: Fraudulent debits in Account and services

Fraudulent debits

Hussain01 — Thu, 14 Aug 2025 17:15:25 GMT

I have paid off my devices and find out they are still taking money out of my direct debit. I went instore and they confirmed this isnt right. Rang customer service and they fobbed me off with a complain which they closed within a minute. Been with them so long but terrible service these days.

Re: Fraudulent debits

PeteG — Fri, 15 Aug 2025 08:57:57 GMT

Hello there.

Welcome to Three Community.

Are you referring to a device finance loan? Or a phone contract which included a device without a separate loan?

Pete.

Re: Fraudulent debits

MichaelP — Fri, 05 Sep 2025 11:12:30 GMT

Hi @Hussain01,

I'm just touching base with you on this, as I can see we didn't hear back. On older plans, the airtime and device were bundled into one overall monthly payment.

This would remain on a monthly rolling basis until or unless you request to change your plan or cancel before the end of the minimum term.

As you've noted that a complaint has been logged, please follow the escalation steps if you'd like the Ombudsman to assess further.

Thanks,
Michael