Outstanding payment

[DiDi]

Hi, I had the usual text telling me that my Dec bill is ready. When I logged in to the landing page the first thing I saw was that my Nov payt was outstanding and giving me a link to make payment. Not only that the amount shown was incorrect!  The first thing I did was check my bank account and the correct payment was taken by DD on the due date and the payment is listed in my payment history. Also there is no December bill shown.  I have tried phoning customer services who say there is no problem with my account. I also did online chat yesterday and felt like I was going round in circles as they didn’t appear to understand the problem. They did offer me a free month. I did not close the complaint.  I also had a text with a query number for my complaint.  Apparently I can review this under ‘your queries’ which I can’t seem to find anywhere, app or website. How do I get this resolved? I don’t want a mark against my name or my phone cut off. Thanks.
Sorry for long winded rant.

[DiDi]

Thanks for the response.  I have just checked the app and my account appears to be ok. The overdue amount shown was my normal monthly payment but the Nov bill included £2 roaming.  The Dec bill is now shown and payment should be taken on the 24th. Also thanks for the info regarding complaint updates.

[MichaelP · Accepted solution]

Hi there @DiDi,

That sounds very unusual. Was the overdue payment notice on the account for an amount close to your monthly recurring payment, or did it appear as far off?

When is your December payment due to be taken? If you spoke with Customer Services, and they advised that no overdue payments are showing on the account, it may be a visual glitch on the app.

The team could look at re-registering your My3 to see if this helps clear things.

Regarding viewing complaint updates, it's no longer possible to view complaint updates via the Three app.

We have flagged this for a system update to prevent you from receiving the automated messages that tell you to check online.

I'm sorry for any confusion caused. 

To get an update on your complaint, please have a chat with Customer Services, who will check the case notes and share the latest information with you.

Thanks,
Michael