Being charged for data packages that I have asked to be removed.

[JosephStanding]

Around July 2025 I added a x2 10gb data packages to my account as I was running out of data. I knew these would auto renew and would cancel them when I entered my next billing month.

However, upon trying to remove these, I am unable to. Either via the app or via the website.

Fast forward to November and I am still being charged for these packages.

Every billing month, I am having to use the live chat to speak with someone about the issue, raise a complaint and then for them to remove them.

According to customer service, even they are unable to remove them their side due to a 'back-end issue'.

Why are three not allowing their customers to remove these packages - especially when I now have an unlimited data contract and thus DO NOT use them?

So, what is the resolve here + anyone else experiencing same issue? 

[laurenjak]

I have been having the exact same issue since july last year- i have been told numerous times that it has been taken off, its gone to the technical team, a manager is personally looking after it, system update, system issue. The list goes on.

I am having contact them every month to get a 'credit' on my account for this, but its something that i shouldnt be doing.

[MichaelP]

Hello @laurenjak,

I understand how frustrating this must be for the add-on to remain active after so long.

I'm going to send you a PM to put you in touch with some colleagues to investigate further.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael

[JosephStanding]

Solved the issue by asking the customer service person who my lawyer should contact. Issue was resolved within 2 days. It’s clearly a back hand way to charge people more money. I’d suggest doing the same. 

Beat of luck 

[MichaelP]

Hi again @JosephStanding,

I sent you a PM about this a few weeks ago. Have you been able to get these add-ons cancelled?

Please let me know.

Thanks,
Michael

[MichaelP]

Hi @JosephStanding,

I'm really sorry to hear you've had these ongoing problems with cancelling these data add-ons since July.

I'm going to send you a PM to put you in touch with some colleagues, who'll look at how we can support you with this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael