Direct debit not gone through but my contract is closed!

[aws1]

I closed my contract with Three in January 2024 and had a refund on 12 Feb. 2024.

I keep getting emails indicating that my Direct Debit has not gone through.  It says  "Hi there - it's Three. Your Direct Debit hasn't gone through. To avoid your services being suspended, please log in and make a payment. If you've already paid, you can ignore this message."

I've made contact twice by phone over the last few months and on each occasion been told there is nothing to pay but the messages haven't stopped as promised.  I do not want this on my credit record.

What should I do?

[MZone]

Is your Three account still showing as active on your credit file? If it’s showing as closed then no need to worry. I got the same when I left last year but eventually they ceased. 

[Clever-Trevor]

I had this too…. 

Account closed but was found not to be ’fully’ closed!, many months later ( there was a live add-on not removed ).

I also phoned and was told nothing to pay - it took an investigation ( via complaint process) to resolve it.

Best to keep going until sorted

[PeteG]

Hello.

That sounds frustrating. 

Which email address did the email come from? Does it mention the account number for the account on it? If so, are you sure the account number matches the account you've been speaking to the team about? 

Pete.