topic Re: Charged for automatic top up 3 times on the same day with no reason in Account and services

Charged for automatic top up 3 times on the same day with no reason

FlaviaS85 — Tue, 21 May 2024 10:06:06 GMT

Hi All,

I have been charged 3 times along the same day (13th May) for an amount equal to 25 GBP each time, without using any add on or additional service. Then the account was zeroed again.

I would like to apply for an investigation/refund request. Is there any available form or link to go ahead with?

Chat team is saying there is an outage service ongoing since several days, but no clarity on how to sort out the issue or recording my request.

With thanks,

Flavia

Re: Charged for automatic top up 3 times on the same day with no reason

Bobjob — Tue, 21 May 2024 12:42:06 GMT

I have also just just been charged for a PAYG add on, not ordered or recived. Shows up as 0.00 on account but has charged me £1.98.

Whats going on?

Re: Charged for automatic top up 3 times on the same day with no reason

Anonymous — Tue, 21 May 2024 15:46:55 GMT

The only thing I can think of is to raise a complaint. You’ll find the complaints form on the Three homepage.

Re: Charged for automatic top up 3 times on the same day with no reason

JonathanB — Fri, 24 May 2024 10:30:33 GMT

Hi @Bobjob,

I'm not completely sure I understand. We don't have add ons which cost £1.98, or do you mean you had an add on but have been charged from call credit instead of the allowances? Let me know a bit more, and I'll do my best to help or point you in the right direction.

Thanks,
Jonathan

Re: Charged for automatic top up 3 times on the same day with no reason

JonathanB — Fri, 24 May 2024 10:33:10 GMT

Hi @FlaviaS85,

I'm sorry to hear about these duplicate payments, normally if a transaction fails like this it'll be back in your available balance within a couple of days, if not immediately. In case you still need help with this, I'll send you a PM to get you in touch with more help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Charged for automatic top up 3 times on the same day with no reason

Bobjob — Fri, 24 May 2024 13:55:46 GMT

Hi Jonathan my mistake, I was in credit from a voucher £4.50 then after this unsolicited PAYG unlimited add on had £2.70..so was charged £1.80. I know it seems like a stupid amount to be concerned about but do it to enough people & it adds up.

Regards,Clive

Re: Charged for automatic top up 3 times on the same day with no reason

Bobjob — Fri, 24 May 2024 14:07:36 GMT

See attached screen grab of last 2 text messages from 3.