Fraud Screening Issue

[MalcB]

Trying to upgrade since 24/07/24 both via the App and Live Chat.

I cannot do this in store as I do not have valid photo ID, so that’s why I’m trying to upgrade via the App.

I have been with 3 for absolute ages.

Everything has gone through all apart from when trying to pay the £4.99 delivery charge, it continues to say from 3’s side:

Payment declined, Fraud Screening.

These are the same details I have paid my bill since 2015. 3 have stayed to contact bank, too which I have done numerous times, but there is no issue with my bank whatsoever.

Numerous attempts with Live Chat, Telephone Conversations, only to be told the same thing.

Anyone else had this issue, and how to resolve, thanks 🙏🏿….

No one seems to want to help me 😢😢

[AV1]

I am having the exact same issue, no one can help. Have now even been told i should take out a sim only deal with another provider and then get number transferred then transfer back to three or take out a whole new contract so wouldnt be able to get the same deal as i can through an upgrade! seem ridiculous it cant be sorted by just taking the fraud alert or whatever it is off the account as i am clearly me and they are clearly still taking the money for the current contract with no issues. Beyond infuriated and so close to just cancelling both contracts I have with three and going elsewhere! if anyone has a fix for this i would be grateful. a very unhaopy customer!!

[PeteG]

Hello, AV1. 

That sounds frustrating, It's unclear what the alert on the account would be for, and determining how to work round it isn't something that could be done from here. The process you've described is normally for when someone wants to move the number from 1 account over to another, however it's a PAYG account that would generally be recommended to use instead, since a SIM only deal would require setting up a contract, cancelling the contract, and paying the bill for it. 

I'm not sure if any other members here would be able to advise of a solution since the issue is specific to your account, so I'd recommend reaching out to the Support Team again for any advice on what the options are. 

Pete. 

[AV1]

thanks for the reply but from the amount of posts on here with people having the same issue with the £4.99 not going through due to "fraud screening" error it is clearly not specific to just my account. It has now been escalated again and we shall see what happens and whether i get my contract upgraded or give up and go to another provider. 

[LKM3711]

I have also had problems paying the £4:99 delivery charge.Three have asked me to approve the payment but I have no approval requested through my bank.unsure what to do. Three won’t deliver to my local Three store or allow me to pay in store.

[PeteG]

Hello.

Oh no, that's quite strange. I'm unsure what would stop the authorisation from coming up, as that usually happens automatically with most banking apps. 

Sadly, there would be no way to get the delivery out without the payment being made. The only alternative I can think of would be to place the order within a Three Store instead. 

Pete.

[snelephant09]

I’m having the exact same issue it’s beyond infuriating! I’m on Nationwide, not sure if that helps? Did you get anywhere with this? 

I’m trying to pay only £5.99 and it failed online and over the phone over 4 times. The bank says it’s Three, Three says it’s the bank. I feel like I’m going crazy!

[Clars]

Same issues it's so frustrating. Three gave been of no help I've waisted nearly 4bhours on the chat and on calls. I still have no answer. I have tried 3 different banks to pay the delivery fee. Threevsay fraud error every single time. Banks don't even get a notification that threevis attempting to take payment. 

[JonathanB]

Hi @MalcB,

I'm really sorry to hear that you've been unable to complete your order, is the card in question definitely registered to the same billing address with the bank, as you have saved with us at Three for your billing and delivery? That's the most common reason a decline like this could happen.

Thanks,
Jonathan

[MalcB]

@JohnathanB - Yes, all confirmed.

Ive literally gone through everything, but it just doesn’t go through.

Ive now raised a complaint which is being dealt with now by the executive team, so just awaiting a resolution.