I was being charged installments for my phone 8 months after I paid it

[izastocka]

I had a monthly plan with a device through Three. The plan was £16, and the device was £20 per month. After I finished paying off the device, I was still being charged for it for the next 8 months - that’s an extra £160!

I spent a long time on chat with customer service, but they refused to check my previous bills. Instead, they offered me a £20 one-off credit as a “sign of goodwill.” Honestly, this feels like a joke.

Has anyone else experienced this situation? How do I retrieve my money?

[JonathanB]

Hi @izastocka,

We didn't hear back from you, did you manage to get this sorted out in the meantime since posting?

Thanks,
Jonathan

[izastocka]

Not yet I am afraid. I have pinned my most recent comment under this post.

[JadeF · Accepted solution]

Hey @izastocka 

Sadly, I don't have access to your account information from this community platform to check this for you.

Just to confirm your airtime was £16 per month and your device finance was £20 per month? Do you have both agreements showing the term length of your device finance? 

Jade

[izastocka]

I was overcharged for device instalments for approximately eight months. My device, which was purchased with my plan, was fully paid off in December 2024. However, device instalments continued to be taken from my account until 17 July 2025, when I discovered the error.

This issue was identified during a visit to the Three store, where your customer service representative informed me that I should no longer have been charged for the device. I then checked my statements and confirmed that device instalments had indeed continued to be taken incorrectly.

You already have access to my billing statements, which clearly show these charges.

I would like:

1. A full refund of all device instalments taken after December 2024.

2. Written confirmation that my account has now been corrected.

3. An explanation of how this error occurred.

I look forward to your prompt response and resolution of this matter.

Kind regards,
Izabela

[PeteG]

Hello. 

That's unfortunate, but I'm sure it's something the support team can fix. 

No one here can access your billing statements, or any other information from your account, sadly. The 3 requests you've made are things the support team can help with, but you'd need to connect with them on chat or by calling. 

Pete.