Billing and registration

[Amina]

Twice have been taken bill from my direct debit with in 7days and I can't access the app 

[Anonymous]

Then I think it’s best you call customer service on 333. Is this the first time it’s happened? Are you paying for a device? These are questions that you can sort out with them as we’re mostly customers on here who have no access to your account

[JonathanB]

Hi @Amina,

Are you paying for a device on a Three Your Way loan? The device and airtime are two different payments on that type of plan.

We also may request a 2nd attempt after 7 days if the first fails for any reason. I'd recommend to check your banking to see if the 1st payment shows a 2nd transaction refunding it, usually within 1 working day.

It's also worth checking the Direct Debit reference in case these differ, if there's two different reference numbers that may help clear up if this is the same payment attempted twice or two different Three accounts/services.

Thanks,
Jonathan