Card verification issues

[BradW96]

Just wondering if anyone else is experiencing these “technical issues” when trying to do the card verification for a phone contract.

I am trying to purchase an iPhone 16 pro max and have been through the credit checks etc… but has come to do the card verification and have even double checked everything with my bank, but cannot complete this due to their “issues” and nearly a week later this is still the same and day in and day out poor customer service from advisors where I have been cut off from live chats and making out like it’s my banks fault when I have been on a live chat with my bank confirming everything is correct and also had one advisor trying to get me to get more cards. Sorry but my 1 debit card will do me fine👍 

Once this order is complete and have expired I certainly will not be using 3 again and be telling people to avoid this company for sure.

[Joy-chilliabc]

I am having the idenitical issue - My banks are saying there are no issues and nothing is being declined.  I'm finding 3 so unhelpful.  Very long phone calls where we just repeat the identical process which still fails.  

[Mikey77]

I'm having the exact same problem, tried to pay for a plug and delivery £23.99 but card validation failed everytime over the last 2 weeks (10 times), spoke to my bank and no problem at my end and 3 keep returning the funds within seconds, then declining the payment, apparently there is nothing they can do there end lol so I'll be leaving them as my current contract has finished 

[JonathanB]

Hi @Mikey77,

Sorry to hear you've been having trouble making this payment. Is this an issue you've had with making a payment online, or with the team over the phone/by chat?

Thanks,
Jonathan

[Mikey77]

Both methods, like I say 10 times I've tried it over 2 weeks. My card works fine for all other payments online and in shops. So the issue is obviously with 3 but I just kept getting told it must be an issue with my bank 😴😴😴😴😴 so frustrating and draining. Be simpler to leave 3 and go somewhere else that can give me answers

[JonathanB]

Hi @Mikey77,

I appreciate you've been in touch a few times about this, but the most common reason for a failure like this will be address verification, so that may not show to your bank as an error or decline, and it may explain why other transactions are going through fine with shops and websites.

It may be worth checking very specifically with customer services what full address we have for you, just in case we've got an error somewhere in there which means it doesn't match what your bank holds for you.

Thanks,
Jonathan

[Mikey77]

They have my correct address as I use this to confirm my identity via security checks, my card is registered to my home address.

[PeteG]

It might be worth checking in with the team to make sure the address layout is correct. It's possible that it's been saved in a way that doesn't agree with the banks information. Beyond that, I'm not sure what to suggest. 

Pete. 

[Mikey77]

I've spoken to the team several times and all they tell me is that I should have another payment card, or to try and use the card again. I'm getting fed up now, surely just sort this out 🤔🤔 or I leave Three, quite simple really

[JonathanB]

Thanks @Mikey77,

I can't be 100% on where the issue lies just going by posts to these forums, but I have flagged up feedback based on what you've shared. So hopefully that does help identify an issue if there is one on our end.

Thanks,
Jonathan