Payment Taken Twice

[Samuelknight19]

Hello three has took 2 payments from me this month i paid  through the app on the 18th of january they took another payment on the 22Th i have contacted them and they said i had to wait a few days it has been over a week and a half and still not refunded me my money but yet they have credit my account which i dint want that i want my refund they said they have said they have sent a refund over which i should be getting soon But yet not recived anything and been over a week if this does not get resolved i will be leaving three and closing my account with use it is a Joke now 

[Arnmoore1]

Did this get resolved?

[JonathanB]

Hi @Arnmoore1,

Have you also made a credit or debit card payment, then had your Direct Debit go out shortly afterwards? If so, get in touch at least 48 hours after the 2nd payment has cleared and any overpayment can be refunded. It's best not to make manual payments if you have a Direct Debit instruction as these payments are scheduled in advance shortly after the bill is created.

Thanks,
Jonathan

[Jellie90]

Actually the problem is that Three is taking payments early and unlawfully, and then lying about it and affecting customer's credit records in response.

The number of times I have had to contact them about this. My bill wasn't due to be paid until the 10th of July, I have screenshots of the Three app stating this as proof and they still keep telling me that my bill is due out on the 1st. It's not.

What's more insulting is that all they tell me on the phone call is to use the Three app to manage my finances more responsibly, and that I have to sort the problem out myself by calling my bank and asking for a reverse in payment. Then in addition, that I have to call back and ask for an extension on my account to pay off the amount that I shouldn't need, because I have more than enough time within my contract to pay that bill off without it affecting my credit record. Wow.

The number of times that I have explained to Three that if they take the payments early I won't have the money to feed myself, or get to work etc, and even then they still try and keep the money and put it on my account 'as credit for next month's bill' and I have to fight to get it back.

I'm wondering why they keep taking payments early, it's almost like they're worried they'll go bust or something. It's bizarre.

[JonathanB]

Hi @Jellie90,

I'm sorry to hear that payment for your bills have been requested on different dates than expected, particularly if this is causing financial hardships.

We don't request payment by Direct Debit early, you should normally see a date on the bill which is listed as "on or soon after", and this is usually 10 or 19 days after the bill is produced. If the payment date falls on a Saturday, Sunday, or bank or public holiday, it'll be delayed till the next banking day before we collect the Direct Debit.

I'm sure we can get this cleared up, and our teams will be happy to give advice on how we can set a more suitable payment date if this needs changed. Given the effect you've described this is having, I'd recommend to use one of the options on the following link to contact our Customer Wellness Team.

Thanks,
Jonathan

[Anonymous]

You’ve effectively paid twice by your own volition. It clearly says that if you have a d/d set up you need do nothing. Instead you manually made a payment through the app presumably thinking it would stop the direct debit being taken. Even if you were to have paid via 333 it clearly states that if you make a payment via that method Three will still attempt to collect a d/d. You benefit from a £5 monthly discount paying through your bank and you would do well to leave it as such. As your account is now in credit I very much doubt you’ll get a refund. I wish you luck in trying.

[sc1999]

I assume that you have a direct debit setup. If this is is case why did you pay via the app as well? 3 handle millions of payments per month and the DD is automatically taken and is not stopped because you manually make a payment.

[Samuelknight19]

bro no one asked for ur opinion if im honest 😂

[sc1999]

When you posted what did you expect? I am sorry that the community did not rise as one and demand you be compensated.

[Anonymous]

If Im honest you got it anyway!