Cancelled Account paying twice for cancellation

[AM2]

I have had multiple emails from three regarding an overdue account which I first received on 09/09/2024 saying I owed £67.24 which I did not see at first but this is an old account which I do not use so I wouldn’t have been waiting for it, then on the 07/10/2024 I had another email saying I owed £134.48 then on the 04/11/2024 saying I owed £128.46 and it was being past into a debt collection agency. To which I presume I paid off as I would not ignore debt collectors, then on 09/04/2025 I am now receiving the same email saying I owed £67.24 again on the same account number, and then 02/03/2025 another one saying I owed £137.27, I find this strange which for the same account I have had 5 different emails telling me I owed different amounts of money. As to which I already spoke to the the company last year about it and tried sorting it out but no one was helpful as this account seems like it doesn’t even exist now as I was associating it with an account I had with an ex partner but I am doubting this now as these emails don’t seem right to me. 

[JonathanB]

Hi @AM2,

I'm sorry to hear about this, the changes in the balance don't seem to make much sense, other than where you've mentioned £67.24 becoming £134.48, which looks like it could be 2 month's charges accumulating, all the other amounts mentioned seem to be fluctuating, you hadn't made any part payments, or is it possible your ex partner was making some payments?

We can only speculate from here, but I'd recommend to check the emails for any reference numbers, as these will often contain the Three account number, so they can help customer services locate the account, and also potentially help clear up if this in relation to one line or possibly more than one.

I think this page on payment support should be your best option to get more help with clearing this up.

Thanks,
Jonathan