So, I got a Samsung S24 Ultra last month, my second concurrent phone with Three. Everything seemed to be fine until I got my bill this month only to find it's £330. Looking through, I noticed everything was normal apart from a charge of £247 for VAT. This just happened to be the exact amount of the VAT on the Samsung S24, which is on finance and being paid off over 24 months.
I went on chat, was told there was no such charge, explained everything, sent screen shots of the bill but eventually gave up and phoned Three instead. Agent I spoke to managed to get the relevant team to identify the issue, told me it was a glitch and that it would be sorted in a couple of days. Next day, get a text to tell me my issues has been resolved, log on to find they have added another £3 and the bill now stands at £333, due out in 5 days.
I had a charge for an early upgrade as I did get my new phone a couple of months before the old one was paid but was told I could add this amount to the current device finance plan, which I can see has happened.
Rang again, spoke to a different agent who started going on about returning my device in cooling off period possibly being the reason, which it isn't as still have the device.
She did say she could see the VAT but kept going on like I was due to pay it, I can't understand why I would be paying the VAT upfront on a 24 month device plan that was advertised as no upfront cost. She basically said she's have to raise it to a higher team, which I thought had been done previously and I should hear back within 72 hours.
That's great as the direct debit is due out in 5 days and being in the middle of a mortgage application, I don't really want to cancel it as it will go down as a missed payment and if I pay it, a, it will leave me short for other bills, so missed payments again and b, I probably won't get it back.
Anyone have any ideas what I can do bar waiting another 72 hour but having the risk of it just being closed as resolved again and having to restart the process?
