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? 

[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