topic Re: Fraud Screening Issue in Account and services

Fraud Screening Issue

MalcB — Mon, 05 Aug 2024 18:22:13 GMT

Trying to upgrade since 24/07/24 both via the App and Live Chat.

I cannot do this in store as I do not have valid photo ID, so that’s why I’m trying to upgrade via the App.

I have been with 3 for absolute ages.

Everything has gone through all apart from when trying to pay the £4.99 delivery charge, it continues to say from 3’s side:

Payment declined, Fraud Screening.

These are the same details I have paid my bill since 2015. 3 have stayed to contact bank, too which I have done numerous times, but there is no issue with my bank whatsoever.

Numerous attempts with Live Chat, Telephone Conversations, only to be told the same thing.

Anyone else had this issue, and how to resolve, thanks 🙏🏿….

No one seems to want to help me 😢😢

Re: Fraud Screening Issue

JonathanB — Tue, 06 Aug 2024 11:01:41 GMT

Hi @MalcB,

I'm really sorry to hear that you've been unable to complete your order, is the card in question definitely registered to the same billing address with the bank, as you have saved with us at Three for your billing and delivery? That's the most common reason a decline like this could happen.

Thanks,
Jonathan

Re: Fraud Screening Issue

MalcB — Thu, 08 Aug 2024 18:28:34 GMT

@JohnathanB - Yes, all confirmed.

Ive literally gone through everything, but it just doesn’t go through.

Ive now raised a complaint which is being dealt with now by the executive team, so just awaiting a resolution.

Re: Fraud Screening Issue

JonathanB — Tue, 13 Aug 2024 16:31:16 GMT

Hi @MalcB,

Glad to hear the team have picked this up for you, have they managed to sort it out in the meantime?

Thanks,
Jonathan

Re: Fraud Screening Issue

snelephant09 — Fri, 16 Aug 2024 18:40:08 GMT

I’m having the exact same issue it’s beyond infuriating! I’m on Nationwide, not sure if that helps? Did you get anywhere with this?

I’m trying to pay only £5.99 and it failed online and over the phone over 4 times. The bank says it’s Three, Three says it’s the bank. I feel like I’m going crazy!

Re: Fraud Screening Issue

LKM3711 — Sat, 28 Sep 2024 20:35:02 GMT

I have also had problems paying the £4:99 delivery charge.Three have asked me to approve the payment but I have no approval requested through my bank.unsure what to do. Three won’t deliver to my local Three store or allow me to pay in store.

Re: Fraud Screening Issue

PeteG — Mon, 30 Sep 2024 17:07:23 GMT

Hello.

Oh no, that's quite strange. I'm unsure what would stop the authorisation from coming up, as that usually happens automatically with most banking apps.

Sadly, there would be no way to get the delivery out without the payment being made. The only alternative I can think of would be to place the order within a Three Store instead.

Pete.

Re: Fraud Screening Issue

Clars — Sun, 27 Oct 2024 11:28:52 GMT

Same issues it's so frustrating. Three gave been of no help I've waisted nearly 4bhours on the chat and on calls. I still have no answer. I have tried 3 different banks to pay the delivery fee. Threevsay fraud error every single time. Banks don't even get a notification that threevis attempting to take payment.

Re: Fraud Screening Issue

Clars — Sun, 27 Oct 2024 11:30:59 GMT

Did ypu solve this? Im gpinv through the Same issues it's so frustrating. Three have been of no help I've waisted nearly 4 hours on the chat and on calls. I still have no answer. I have tried 3 different banks to pay the delivery fee. Threevl say fraud error every single time. Banks don't even get a notification that three is attempting to take payment.

Re: Fraud Screening Issue

AV1 — Sun, 17 Nov 2024 12:04:36 GMT

I am having the exact same issue, no one can help. Have now even been told i should take out a sim only deal with another provider and then get number transferred then transfer back to three or take out a whole new contract so wouldnt be able to get the same deal as i can through an upgrade! seem ridiculous it cant be sorted by just taking the fraud alert or whatever it is off the account as i am clearly me and they are clearly still taking the money for the current contract with no issues. Beyond infuriated and so close to just cancelling both contracts I have with three and going elsewhere! if anyone has a fix for this i would be grateful. a very unhaopy customer!!

Re: Fraud Screening Issue

AV1 — Sun, 17 Nov 2024 12:07:24 GMT

did you get this sorted as Ive been called 3 times by the complaints team so far and no joy getting anything sorted! now got to wait another 48 hours for yet another call back

Re: Fraud Screening Issue

PeteG — Mon, 18 Nov 2024 12:32:33 GMT

Hello, AV1.

That sounds frustrating, It's unclear what the alert on the account would be for, and determining how to work round it isn't something that could be done from here. The process you've described is normally for when someone wants to move the number from 1 account over to another, however it's a PAYG account that would generally be recommended to use instead, since a SIM only deal would require setting up a contract, cancelling the contract, and paying the bill for it.

I'm not sure if any other members here would be able to advise of a solution since the issue is specific to your account, so I'd recommend reaching out to the Support Team again for any advice on what the options are.

Pete.

Re: Fraud Screening Issue

AV1 — Mon, 18 Nov 2024 16:55:41 GMT

thanks for the reply but from the amount of posts on here with people having the same issue with the £4.99 not going through due to "fraud screening" error it is clearly not specific to just my account. It has now been escalated again and we shall see what happens and whether i get my contract upgraded or give up and go to another provider.

Re: Fraud Screening Issue

JackH1 — Wed, 18 Dec 2024 19:31:39 GMT

Did anyone find a solution for this? Same issue is happening to me too. Very, very frustrating.

Re: Fraud Screening Issue

AV1 — Thu, 19 Dec 2024 08:34:30 GMT

HI, Ive had no luck yet (been going since end of october 😞 ) but O have now escalated to the executive team who are giving regular updates although still no joy. I would recommend getting in touch with them as they seem unaware that so many people are having the same issue. I did say that I wasnt the only one and there were messages all over the community page but wouldnt hurt to contact them ad let them know and bring their attention to just how many poeple are having this issue. Hope you get sorted.

Re: Fraud Screening Issue

JackH1 — Thu, 19 Dec 2024 10:27:57 GMT

Aw man, I CANNOT be bothered with all of this. Going to go to a three store near me later today so I'll update you if they give me any further info... not being able to fulfil online orders in-store is utterly bizarre.

Re: Fraud Screening Issue

JackH1 — Sat, 21 Dec 2024 12:13:38 GMT

So, I went to the three store and got it sorted on the same day. If I remember correctly they even acknowledged this was an issue. Got it paid for in store and new device that day too

Re: Fraud Screening Issue

MaveyB — Mon, 07 Jul 2025 15:45:59 GMT

Hi I'm having the same problem very frustrating been on the phone for a least 3 hours today trying to sort it out, did you manage to get yours sorted in the end.