Credit stolen again.

[20yearCustomer]

My data pack ran out this weekend. On Saturday night/Sunday morning 12am. 
phone was on flight mode. 
woke up, started the process of topping up. Had £7.50 credit. Didn’t use it. Got notified “

“Sorry, we're doing an essential system update”

Had to wait for essential update to finish at 9:30am Sunday morning. Left phone on flight mode. Topped up and switched on data pack. Still had £7.50 credit.

Woke up this morning to a message stating “your cash credit balance is low” 

went to see where it has gone as I didn’t use it. But thought my data pack might’ve been faulty(?) Data pack is fine, cash credit disappeared. Went to see where to it disappeared.. get a new policy update. 
“we don’t have accurate account history for Pre Pay customers” 

so basically a computer system that can’t tell me where my money went?? HOW CONVENIENT FOR THREE!? 

so you stole my money. Again. As this isn’t the first time it has happened. And always when you do a system update.. 

so I can spend several hours on the phone to your ineffective and inefficient customer care in India.. the one that is ALWAYS a bad connection. And they’ll eventually give me my money back after being presented with facts and doggedly hounded for a pittance. I am starting to realise that this is a ploy. As most people won’t notice or won’t have the time to complain for hours to get a refund. It is legal theft.. and if they get found out by the government or taken to court for it. The profits they make by stealing your money compared to the fines they get for fraud, makes it lucrative for them to defraud their customers on a regular basis. 

THREE STEALS AND DEFRAUDS. And it happens continually for PrePay customers appalling customer care and a cheap service centre in India make it frustrating and extremely ineffective to talk to them about their THEFT. So they get away with it. 

[JadeF]

Hello @20yearCustomer 

We'd be keen to take a look into this for you, so I'll send you over a private message on the next steps.

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

Jade

[GanAinm]

I have had the same issue, this is now the third time. Each time i top-up the credit then disappears. Sick of going round and round with the call centre when you finally get someone and livechat link doesn't even work. Will have to take it up with OfCom as it is blatant theft.

[PeteG]

Hey there. 

Welcome to Three Community. 

It sounds like the credit is being consumed or something. It might be best to purchase the data pack that you want directly, rather than topping up first, and buying the data pack later. This should help avoid the issue of the credit going away. 

Pete. 

[GanAinm]

Hi

Thank you for getting back to me, i wasn't sure if i had posted right. How do i go about doing that, do i just select that option before applying the credit? Also how do i get back the credit taken since it had only been applied and then disappeared? That you for your help, much appreciated.

[JonathanB]

Hi @GanAinm,

When you select a data pack from My3 on our website or through the Three App, there should be options to buy this directly with your card, or with a voucher before it is applied as credit.

In terms of the credit which has been inadvertently used, you won't be able to resolve this on your online account, but if you chat with the team, then they can certainly check if it's possible to recredit this.

Thanks,
Jonathan

[GanAinm]

Thank You, i will try that option, and make contact again.

Much Appreciated

[GanAinm]

Just tried and worked perfect, thank you for your help!

[JonathanB]

That's great news, thanks for updating the Community with how things turned out. 🙂