Cancel Go Roam Add Ons

[AshKoopa]

Hi all,

Am off to Spain tomorrow so wanted to add a Go Roam EU pass - went through the app, added to basket and then submitted, but was left with a blank white screen that didn't move. Eventually closed the app and tried again - same thing happened. Went to the Three website and was able to do it there, but was then taken to my order page showing 3x Go Roam packages.

I'm only travelling for 4 days so 2 of these packages are no use to me. I've seen on Google that Add Ons can be cancelled, but can't see how. Contacted live chat and they said can cancel, but not refund the charges.

Is there a way to cancel and refund? I feel that the app let me down and I've had no emails or texts to confirm I've booked it, so could have added indefinitely without knowing.

[andsim]

I have just received a text to say my bill is £249 for June 2022. My bill is usually £9.

I have just returned from a 2 week holiday in Mexico. When I landed I received a text message acknowledging I had landed in Mexico and proceeded to explain about purchasing a Data Pass.

During my holiday I was having difficulty with Hotel Wi-Fi so decided to try and purchase a 14-day data pass. The two options were "EU" or "ATW - Around the World". I tried to purchase the pass to use, however never received an email confirmation or any text to say it had been activated, nor did the app show any record of it existing. Subsequently, I tried again, and again, in total attempting to purchase 4 times on 11th June. Eventually I accepted defeat.

Having seen my bill this morning, I was shocked. I had a bill that included 4 Go Roam 14-day ATW passes, all purchased the same day. Even more annoyingly, the pass didn't work in Mexico, as it wasn't listed in the 71 Country small print.

I have tried numerous times to speak to the Customer Service Call Centre, but have been told it can't be refunded however I am welcome to use them when I next go abroad outside of the EU. Can't say I have 4 holidays planned between now and my contract ending in December 2024!!

I was also left confused as I had a £0 spend cap on my account, so I am surprised I was able to progress in the first place, but I was told that applies only to roaming charges, not roaming passes.

I am understandably frustrated with the size of my bill, and the fact I never had any email confirmations, which subsequently led me to try again, and again. Not to mention the pass wouldn't even work as Mexico isn't covered - So WHY send me a text to buy one when I landed!

I've exhausted all options. If anyone can help that would be greatly appreciated. I have x4 £60 14-day passes on my account apparently (not that I can see them) that are no use to me, and I have paid Three £240 for the privilege.

[Yakmandoo44]

I've had a txt to say my case is closed!! It's anything but closed!! I've raised another complaint, they phoned me last week and offered £50, I was like well what about the other £22?? That's the maximum we can offer, I refused, so I was then told it would be escalated, the next day I received the txt to say case closed!!

I'm now going through the Ombudsman, dirty tactics on Threes behalf. 

[Sim0ne]

I have had exactly the same thing happen to me. I purchased 3 x 7 day go roam EU passes because the app crashed. Went on holiday used 1 and have been charged 3 times. Have called 3 twice about this as I believe I should get a refund as I haven’t used the goods. Had plenty of broken promises from 3 over it. Now consider going legal

[Yakmandoo44]

Exactly the same has just happened to me, I have a £25 a month spend cap, monthly contract, bought the 14 day go roam Europe pass, no confirmation, no email, blank screen, it's supposedly a one time purchase?? I did it 4 times before I gave up, three customer support, no help at all, so I've logged a complaint, I'll accept recredit the next month, but a very poor app and customer experience. 

[Jayada]

I have the same problems where the call center said they didn’t see my add on for roaming so I kept adding on and I got way more than I need. The call center said I can’t cancel and it will be in my next bill. 

[DorisSoris]

Same here- very unhappy about this as it is clearly a fault with the app

[JonathanB]

Hi @Jayada,

I've seen you posted a couple of times about this and some payment issues. I've sent you a PM to get you in touch with some more help.

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

Thanks,
Jonathan

[JonathanB · Accepted solution]

Hi @AshKoopa,

Just to check, you only buy Go Roam passes in advance if getting a bundle of daily passes. Did you buy a 3 day pass perhaps? For example there's a 3 day Go Roam in Europe add on for £5, instead of paying £2 per day. Once this is applied you'd see that you have 3 Go Roam passes in your account, one per day.

Or is it specifically showing that you have purchased 3 lots of 3 day passes i.e 9 days?

If there's been an error, and you've been charged for add ons, but not actually used them, we could certainly look at removing these and crediting them back. Let me know how you get on with customer services. If they still don't seem to be able to help, I can check if there's any other options.

Thanks,
Jonathan

[Johnkw]

I've just had exactly the same issue purchased A 14 day euro roam pass and somehow added 3 customer service won't help daisy I'd be billed