Double billing

[GeeDee]

I have been on direct debit which has been going well until I was billed twice this December ; on the 21st and 23rd. I want my money back, please.

[Neveragain]

Instead of simply renewing my contract, I was set up with an additional account. I have autism and epilepsy, I struggle with money enough as it is, yet I have been told told there will be court proceedings against me if I don’t pay a huge bill that I do not owe. My credit rating is in the gutter. Even from first getting the phone contract, I fell very pressured to take out broadband-which I was shopping around for. I feel like the sales team on the phone are predatory, I didn’t even get a mobile  upgrade or my broadband sorted for a month because they somehow managed to swap my mobile number I was keeping with my first broadband hub. I’ve been in and out the Three shop and they’ve done their best I think and been very nice, but I just feel take advantage of. The idea of going down complaints proceedings after this double charging nightmare is not a good idea. Stress is one of my epileptic triggers, and with being autistic, I’m struggling to not ruminate and get so stressed I have a meltdown… it’s not worth it. They can have the £180, that I don’t even owe. It’s just not worth the cost to my brain. Just makes me sad. I’m gutted. I’ll have to use food banks next month and use even less heating than I already ration. Anyone else been double charged? Was it worth it? I can’t face additional stress in my life.. 

[JonathanB]

Hi @GeeDee,

Sorry to hear you've had an unexpected payment. If you've moved to a Three Your Way device plan you would have two Direct Debits, one for airtime charges and one for the device itself. Otherwise it sounds like these payments would be for two different accounts. Did you manage to find out why there was two payments in the meantime since posting?

As @Geluk mentioned, it may be best to get in touch for enquiries about payments, as we can only give general information here, and accessing your account is likely the quickest way to get to the bottom of this. I'd recommend to get in touch here, rather than the accessibility options though, unless you have a vulnerability or accessibility need.

Thanks,
Jonathan

[Geluk]

For all such queries you MUST CONTACT 3 directly, not raise on a users forum.

Call 333
Send DIRECT MESSAGE via Social Media

Use CHAT. https://www.three.co.uk/accessibility/accessibility-webchat