Billing wrong

[Curlysutoo]

So I can now finally get on the app. Glad I did because my price plan is wrong. They want to charge me £32 the app says. Been on the chat and told I’ll be charged £37.26. I don’t think so! I bought the sim on a £17 a month plan. Don’t know if I should cancel the direct debit or not. If they take too much money I’ll be in a mess as regards my other bills. 

[Junglistjames]

I have a similar issue. App says I'm paying £37 a month when it should be £17. Took a handset contract out via mobile phones direct. Called customer services and they quote I'm paying £17 a month for sim and £20 a month for handset. There is nothing to pay for handset as I paid £195 upfront to mobile phones direct. Mobile phones direct agreed this is correct but three won't listen

[JohnD]

Hey @Curlysutoo 

Sorry for the issue you're facing.

I previously sent you a PM with some steps to get in touch with some colleagues who can help look into this. 

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
John

[Davyl]

Contact the company you bought the sim from, they`ll want a copy of the bill you received from Three, get them to chase up Three about the wrong billing.

That`s what I have done with my sim only contract (£17pm Fonehouse).

[Curlysutoo]

Mine was same £17 pm from fonehouse 

[sc1999]

Don't cancel the DD as it will lead to missed payments, credit rating affected and possible visit from a bailiff. How long have you had the contract as there may be a half price period that has been forgotten. Also there was a price increase on 1st April of between 4.5 and 13% depending on when the contract was taken out. There can be a slightly larger than expected first payment as the date you started the contract is not always the bill date. 

Check your bank and see what has been taken, if anything. It's really annoying 3 are having all of these system and customer service issues but that's something that we should not have to put up with.

Finally, if you are in the first 30 days, you may have the option to walk away.

[Curlysutoo]

Nothing been taken yet. Got sim only end of May.