Why has my top-up credit disappeared? Who do I contact to query this?

[CarterUSM]

Hi

I have a pay as you go SIM card. On two recent occasions, I have topped up (the first time with £10, and just a couple of days ago with £5).

Soon after the first top-up, I made a call to a Croatian number (we were in Zagreb at the time). Otherwise, at all times I only ever used free wifi; data roaming has been turned off at all times. 

So on both occasions I was rather peturbed when I discovered that my account balance had reduced to zero. My first thought was that this had occurred, because my phone settings had enabled me to access the internet through my mobile network. However, my settings also confirmed that I'd set all apps on my phone to be accessible through wifi, rather than using mobile data. So how could my top-ups seemingly been swallowed up for no apparent reason? Does internet usage automatically use data first by default, rather than wifi?

Presumably this issue would not have arisen if I had adjusted my phone settings to prevent internet access via the network, enabling access through free wifi only? If someone could confirm this point, I'd be grateful.

Also - I'd like to find out if Three do itemised breakdowns of data usage (i.e. daily, by internet use/phone use, and displaying the cost of each transaction) for PAYG customers such as myself. I would rather contact them by email, so I can receive clear and concise answers, rather than having to make a phone call or use the chat facility. Does anyone have an email address for this purpose?

Many thanks in anticipation of your assistance.

[daemonicus13]

I have been having the same Problem. When checking to see when my data package ran out I found my credit had gone from £4.62 to £1.33 (since then it has gone down to £0.98) Are ThreeUK resorting to stealing from Pay As You Go customers or is there a deeper issue. I have made NO chargeable calls/texts and all data would have been covered by my data package. Are there new charges that we haven't been made aware of? Really thinking of involving Ofcom in this as it seems that a much deeper investigation would be a good thing.

[Daniil]

I have just topped up my account with £10,but a few days ago I did top-up with £10,in both of those times my money got disappeared.Also,when go onto my recent transactions, that says the transaction has been cancelled.I would like refund or al least to get the money back onto my account.

[PeteG]

Hello, Daniil.

Oh that's not so good. It's unclear why the transaction would just cancel on it's own like that. I'd expect that any unsuccessful transactions would be automatically reversed and refunded within 5 working days, but there's no way to know for sure from here. 

If you'd like to get that checked, you can reach out to the Support Team on chat and they will look at it for you. 

Pete. 

[JohnD]

Hey @CarterUSM 

That's really frustrating. 

We don't provide itemised breakdowns for PAYG accounts. The team can go back and check chargeable events for the times you were travelling. 

I appreciate you'd prefer to deal with this over email, but PAYG doesn't have this option. You can find all the relevant contact info here: Pay As You Go support | Support | Three

They will be happy to help get this looked into for you.

Thanks

John D