To whom ever it may concern,
Hello, I'm Volodymyr Svintsov and a longtime customer with Three. Recently, I've encountered payment issues with your upgrade plan. After contacting customer service, on the 6th June 2023, they directed me to this email address which specializes in these cases. To summarise the issue, on the 23rd May 2023, I became eligible for an upgrade on my pre-existing payment plan. I opted into a phone upgrade, specifically the iPhone 14 Pro with sim. On this date, I attempted to check out three separate times and was met with error messages on all occasions. However, on my second attempt in checking-out, the Three website still displayed an error message but emailed me a confirmation email of my purchase (122190840A). I paid using my credit card, and after inspecting my bank statement, found that I've been charged £400 for my purchase. Thus, I awaited my order to arrive, despite the Three website displaying an error message; I assumed the order had gone through due to a confirmation email and funds leaving my account. Alas, my order didn't arrive. I attempted to go in-store, to my local Three, on the 28th May 2023 and inquire about this issue. They assured me my funds would be returned within 7 working days and that the error is a result of internal issues. Afterwards, I decided to upgrade in-store and it successfully worked; I recieved my phone and the payment in-store payment was successful. On this occasion, I paid £440 for the phone as well as some accessories. However, it's been over 7 working days and my initial payment of £400 hasn't been transferred back into my bank account. Thus, I'd like to inquire about this payment and ask when I'll get my funds returned to me.
From this phone call, with customer service, I was asked to provide evidence of this transaction as well as some other details. I've attached the sufficient evidence asked of me in this email, as well as specified other necessary details below:
