Alleged Missed Repayment

[Macdonald]

Hello all, 

I had a look at my three app today, only to see that I had 2 outstanding payments (July and August 2025). I immediately paid it manually, and then had a look to see that my direct debit information is still correct. I then proceeded to check my credit score, and I saw that it had dropped by 75 points. I have maintained a perfect payment record across all my service providers, and I have no history of missed payments.

I understand that Three attempts to take payments 7 days after, but this has not happened, and I was not contacted about any missed payments. So if I did not look at the app today, I can assume that another missed payment would have occurred.

Has anyone else had issues like this, and how did they resolve it? This has left a very sour taste in my mouth, and I am tempted to discontinue my relationship with three, and just switch to a pay as you go. Its not like I make a lot of calls or use the internet on my phone.

[MichaelP]

Hi again @Macdonald,

Were you able to pop through and chat with Customer Services yet about these missed payments being logged?

Thanks,
Michael

[Maxine]

Hey @Macdonald 

We can understand this isn't great. Whenever there is an issue with your direct debit, or if there's a missed payment on the account we do send a text as well as an email to let you know there's an outstanding balance on your account. 

If this hasn't happened this is something that needs to be looked into and our Customer Service Team can certainly do this for you.

Maxine

[Paddiewack]

Just a question which won’t be of any help to you;how did you not notice that two payments hadn’t left your bank account? Never mind the Three app. Just a reminder that if Three applied for the money on time and in the correct manner then it’s your fault the direct debits failed.