Outstanding Balance Showing Despite Service Not Activating

[Faizan]

Hi,

I purchased a 12-month contract for this number, under which £10 is charged every month. However, the service does not activate automatically. Each time, I am required to manually purchase another package instead of the contract activating as agreed.

Because of this issue, the monthly charge was being deducted without any service being activated, which is why I have stopped the payment.

Now I have received a message stating that there is an outstanding balance of £10 and that a £213.31 cancellation feemay be applied. I would like to clarify that this balance has arisen due to a service activation issue, not due to misuse or avoidance of payment.

I request that you:

1 Review my account and usage history

2 Confirm why the contract did not auto-activate

3 Waive any cancellation fee, as the service was not properly provided

4 Advise on how this can be resolved fairly

Please let me know the next steps. I am happy to cooperate once the issue is properly reviewed.

[PeteG]

Hello, Faizan. 

I've never heard of an issue like that on a contract before. The service payments aren't actually directly tied to the service being "activated" as you described. That sounds more like a Pay As You Go thing, and since you have a message about an outstanding amount, it doesn't sound like Pay As You Go either. 

As this community space is for Three users, your account can't be reviewed by someone here. I'd recommend connecting with the support team on one of the contact options on the Contact Us page.

The team should be able to look into it and see what's going on. Fingers crossed you'll be back up and running normally again soon. 

Pete.