topic Re: Refund in Account and services

Payment Taken Twice

ChinxFaneto — Fri, 02 Sep 2022 00:39:35 GMT

So I have recently got a upgrade with 3 as my contract has expired but I had to pay a payment which I haven’t paid for yet from my last bill. So I paid for it using my credit card but my 3 account is linked to my Barclays which I normally pay for my monthly bill with that. So today 3 has taken money out of my Barclays account which I have already paid for. So I have got charged twice for my last bill. What will happen??

Re: Payment Taken Twice

SarahC — Fri, 02 Sep 2022 11:42:38 GMT

Hi @ChinxFaneto

It sounds as if there has been a bit of a confusion here regarding payments and this will definitely looked into in further detail! I have sent you a private message on the community so that we can find out a bit more and try get this resolved.

Thanks,
SarahC

Refund

ChinxFaneto — Mon, 05 Sep 2022 17:30:36 GMT

Hi have recently spoken to Three on the phone and they have taken my payment bill twice. They said they are going to give me a refund which will be back with me in 48 hours it’s been 48 hours and still no refund ?

Re: Refund

StephR — Tue, 06 Sep 2022 11:11:51 GMT

Hey @ChinxFaneto, thanks for this update. I'm really sorry you're still waiting on your refund showing in your account.

I think there may have been a miscommunication of the timeline for this, as a card refund can take up to three working days to process. What day did you speak with the team to arrange this?

StephR

Re: Refund

ChinxFaneto — Tue, 06 Sep 2022 15:56:01 GMT

I spoke to them last Saturday 3rd and it’s been 3 days now

Re: Refund

StephR — Wed, 07 Sep 2022 08:40:44 GMT

Thanks for this update, @ChinxFaneto. If the refund request was made on Saturday, then the three working days would start from Monday (as "working days" excludes weekends and bank holidays).

I'd therefore expect you to see the refund back in your bank at some point today.

StephR

Re: Refund

ChinxFaneto — Wed, 07 Sep 2022 17:51:18 GMT

Still have not received it

Re: Refund

StephR — Thu, 08 Sep 2022 10:02:45 GMT

Ah. Sorry, @ChinxFaneto, that's really disappointing. Thanks so much for waiting and checking up on that in any case.

I've sent you a PM with a few further details on what to do next. Give that a check when you can, and let us know the outcome.

StephR

Re: Payment Taken Twice

Samuelknight19 — Wed, 31 Jan 2024 02:44:49 GMT

Hi there ye im in the same boat i paid through the three app a few days later they take a second payment contacted them they say i should get a refund back that has been over a week Now and still not recived My refund im about to cancel my contract and go with someone els now ABSOLUTLY A JOKE

Re: Payment Taken Twice

Alfonzganzitano — Mon, 08 Jul 2024 13:39:39 GMT

I have exactly the same problem with them. They took my payment even after I made a payment using debit card. And only what I am being told is that I have to wait. But I don't want to wait. They took my money and didn't care if I need them or not and now I have to wait ?? I said to them that I have waited enough and I will not let it go till I will see the refund on my account. So I am contacting every possible person in Three. What a scam.

Re: Payment Taken Twice

JonathanB — Tue, 09 Jul 2024 13:17:49 GMT

Hi @Alfonzganzitano,

I'm sorry to hear about this. If you have a Direct Debit instruction, then it's best not to make a separate payment by credit or debit card. Direct Debits are scheduled in advance shortly after your bill is created.

If 2 payments have left your account in credit, we'll be happy to arrange a refund, but we do need to wait till at least 48 hours after the 2nd payment has cleared. If you contact customer services then, they'll be able to sort this out for you.

Thanks,
Jonathan

Re: Payment Taken Twice

Tfab — Fri, 04 Jul 2025 19:30:27 GMT

I was told that an ex partner was debited for the last 3 years for my mobile contract but this is not recorded anywhere on my account and also I pay the bills myself monthly via bank transfer as I don’t set up DD so how possible is this because this man is claiming I used his card which is impossible

Re: Payment Taken Twice

PeteG — Mon, 07 Jul 2025 09:34:23 GMT

Hello there.

To confirm, you normally pay those bills, but the Direct debit hasn't been showing up on your account, and instead has been showing up on this other persons account?

If so, the account would have likely been set up with those Direct Debit details when it was first taken, or the Direct Debit details were amended some time during the contract.

Pete.