Cancel Go Roam Add Ons

AshKoopa · ‎03-14-2024

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.

JonathanB · ‎03-15-2024

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

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DorisSoris · ‎06-03-2024

Hi @Jayada , just to let you know I raised a complaint and sent a link to this chat and they are crediting them in my next bill . Hope that helps 🙂