topic Re: I was being charged installments for my phone 8 months after I paid it in Devices

I was being charged installments for my phone 8 months after I paid it

izastocka — Fri, 05 Sep 2025 09:41:18 GMT

I had a monthly plan with a device through Three. The plan was £16, and the device was £20 per month. After I finished paying off the device, I was still being charged for it for the next 8 months - that’s an extra £160!

I spent a long time on chat with customer service, but they refused to check my previous bills. Instead, they offered me a £20 one-off credit as a “sign of goodwill.” Honestly, this feels like a joke.

Has anyone else experienced this situation? How do I retrieve my money?

Re: I was being charged installments for my phone 8 months after I paid it

JadeF — Mon, 08 Sep 2025 10:11:26 GMT

Hey @izastocka

Sadly, I don't have access to your account information from this community platform to check this for you.

Just to confirm your airtime was £16 per month and your device finance was £20 per month? Do you have both agreements showing the term length of your device finance?

Jade

Re: I was being charged installments for my phone 8 months after I paid it

JonathanB — Wed, 01 Oct 2025 16:09:17 GMT

Hi @izastocka,

We didn't hear back from you, did you manage to get this sorted out in the meantime since posting?

Thanks,
Jonathan

Re: I was being charged installments for my phone 8 months after I paid it

izastocka — Sun, 15 Feb 2026 15:16:56 GMT

I was overcharged for device instalments for approximately eight months. My device, which was purchased with my plan, was fully paid off in December 2024. However, device instalments continued to be taken from my account until 17 July 2025, when I discovered the error.

This issue was identified during a visit to the Three store, where your customer service representative informed me that I should no longer have been charged for the device. I then checked my statements and confirmed that device instalments had indeed continued to be taken incorrectly.

You already have access to my billing statements, which clearly show these charges.

I would like:

A full refund of all device instalments taken after December 2024.
Written confirmation that my account has now been corrected.
An explanation of how this error occurred.

I look forward to your prompt response and resolution of this matter.

Kind regards,
Izabela

Re: I was being charged installments for my phone 8 months after I paid it

izastocka — Sun, 15 Feb 2026 15:17:33 GMT

Not yet I am afraid. I have pinned my most recent comment under this post.

Re: I was being charged installments for my phone 8 months after I paid it

PeteG — Mon, 16 Feb 2026 09:56:18 GMT

Hello.

That's unfortunate, but I'm sure it's something the support team can fix.

No one here can access your billing statements, or any other information from your account, sadly. The 3 requests you've made are things the support team can help with, but you'd need to connect with them on chat or by calling.

Pete.