Overcharged

[Thomas07]

I payed part of my bill and had about £20 left on my bill. Checked my bank today to find out that you tried to take £72 today can you please explain to me why seen as this is unacceptable??

[JonathanB]

Hi @Thomas07,

I'm sorry to hear this. Direct Debit payments are scheduled quite far in advance, usually 3-5 working days before they're due, so making a payment or attempting to stop a Direct Debit within a week of your due date will usually still result in the full balance being requested.

If this has left your Three account with a credit balance, you should be able to request a refund of the part payment, although we can't request a refund that will leave you with an outstanding balance so it sounds like this would need to be the smaller part payment rather than the full Direct Debit payment which would be sent back.

Here's a support page with more info about help with monthly payments we can offer.

Thanks,
Jonathan

[Paddiewack]

You can’t pay “part of your bill” ! You can pay it all before your direct debit is produced and if you pay via the automatic phone system it quite clearly states that if you make a payment now Three will still try to capture your direct debit payment on the due date. I’m assuming because of the incredulity you display in your message that you haven’t spoken to customer service asking if you can pay your bill in parts for whatever reason so no;I absolutely DONT think your situation is unacceptable in fact it seems to me as though you’ve charted your own route and are now irritated you’ve hit stormy waters. Feel free to tell me I’m wrong.