Refund for mobile account

oprieto — Tue, 12 Nov 2024 10:04:00 GMT

I had a mobile plan for years with same number. Then in June I was told it was going to expire in July and I needed to get a new plan which I did via the app. I asked for my number to remain the same but not only did my new contract have a different number causing all sorts of issues with having to change it at work, banks etc it now appears that they didn't fully cancel my old plan. I only just noticed they have been charging me since July for two plans!!!! I have cancelled the old plan today via the chat (at least I hope so) and asked for refund only to be given a link to a website that deals with class action court cases against mobile phone companies however this is no use to me as it's for customers who had a plan for a headset and mobile number etc...i didn't get my headset with 3. So how do I request a refund properly from 3?

Ps I had been able to use my plan abroad for years and this August the roaming didn't work in Germany, France or Switzerland!

Re: Refund for mobile account

KateS — Wed, 13 Nov 2024 12:37:17 GMT

Hey @oprieto

I'm sorry to hear you've had issues with your plan.

It sounds like rather than upgrading, you've took out a new contract which is why you'd have an new mobile number.

I'd recommend raising a complaint on the account to have the other account investigated, the team will also be able to discuss any refunds due if required.

Thanks,
Kate

topic Re: Refund for mobile account in Account and services

Refund for mobile account

Re: Refund for mobile account