How to cancel a data add on

[Petra]

In June I used the app to add 2 lots of 10GB data. I only needed this for June while I was away from home. Then I found it impossible to cancel within the app. I telephoned and was promised that the extras would be cancelled. But they appeared again next month. So I Telephoned again. Same result. Extras still there. Next I completed the complaint form. Received a call from 3 with a promise to remove the extras but they were on my next bill. So in September I completed the complaint form again. Same thing, a phone call from 3 with a definite promise to remove the extras. Now in October the extras are still there on my bill. I’m struggling to cope with this. Any help or advice for me?

[JonathanB]

Hi @Petra,

Were you able to get this sorted out last week? Please let us know how it looks after your next bill is produced and if you still need any help with this.

Thanks,
Jonathan

[Petra]

Hello again. Well I’m still stuck with these two 10GB data add on allowances that I’ve been trying to cancel since July. Today I called Three and was told that he couldn’t see them on my account. Well they are there on my app and on the 3 website when I logged in. I am baffled about the call handler saying my account doesn’t show them. The app shows my data use coming off the addon rather than my contract data allowance. I don’t know what to do next. My contract still has 22 months to run. Any advice?

[MichaelP]

Hi there @Petra,

I'm sad to hear this is ongoing. I previously sent you a PM to put you in touch with some colleagues for further investigation.

I'm going to send you another message with this to ensure we investigate further.

Thanks,
Michael

[Petra]

Hi thanks for checking. I had no response to my online complaint to 3. So I went into my local 3 store. Hopefully all sorted. He tapped away on his iPad and told me the allowances were cancelled. Also added extra data to my contract at no extra cost. Said I was already overpaying. I’ll check next bill and let you know. Thanks, Petra 

[MichaelP]

Hi @Petra,

I'm really sorry to hear you've had ongoing problems with cancelling the data add-on.

I understand it's not ideal when you've been trying to resolve this since June.

I'm going to send you a PM to put you in touch with some colleagues to help.

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

Thanks,
Michael