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Payment made added to balance not deducted

Yvette5
Fledgling

I've just checked my three account and noticed the since your last bill section is incorrect. It states. Previous balance £26.52p, payment recieved £26, balance carried forward £52.52p. I've tried the chat function, got the code to verify the customer service rep disconnected the chat. I've just made a payment but the account states there's still an outstanding balance from the previous month, I've checked the bills against bank statements and every month a payment has been made to three. 

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