Auto Top up - Unacceptable

[Nagasaki]

I got my self a 3 PAYG sim to check the 5g coverage in my area... and well, its worse than O2. So, I didn't want to auto top up after the 30 days.

I have looked up and down the app and there is no option to turn it off, there is no indication that its even on. Under the auto top up section it says I can set it up, not that its already on and no cancel option... Oh but there is, its under addons... not under top up or account or billing. Hidden.

So, I assumed it was not actually on. Well £13.50 just left my account so clearly it is on.

I popped on here to post but thought, let me check on my account while I'm on the PC and low and behold the auto top up option says its already on and I can cancel it. And it was easy to find. Right on the main page!!!!! Why is it hidden in the app.

Why in the flying heck is this option MISSING in the app completely? I am fuming that THREE sees it as ok to pull that kind of bs

I will be getting a refund for this just out of principle alone. £13.50 is not a lot of money in the long run but its my money. Not Three's.

Add the damn option to the app... 

Un-freaking believable.... 

[JonathanB · Accepted solution]

Hi @Nagasaki,

I'm really sorry to hear that you've had this frustrating experience with the Three App. It sounds like you're referring to Auto Renew Data Packs rather than Auto Top Up. You can't set an Auto Top Up (which is adding cash credit) for £13.50 (it's in £5 increments) but there is an Auto Renew Data Pack for this value. 

On the App home page there is an option for 'Manage Data Pack', just under the current allowances. Click on 'your data pack' and it would have given the option for cancelling the Auto Renew instruction.

Thanks for the feedback, we've passed this onto the relevant team. In terms of refunds this is handled on a case by case basis, but you can discuss this with customer services and they'll check if it's possible.

Thanks,
Jonathan