Charged twice

[Victoria1]

Just wondering

[Three_Deborah]

@Vivtoria1 thanks for getting back to me. Will you send me a PM with your details ? Full name, number, address and date of birth? I'll need to know the name of your bank, the approximate time/date of the top up and a quick explanation of any error you saw when putting through your top-up. I'll keep an eye out for you PM 👀

[Victoria1]

Where will I pm you?

[Three_Deborah]

@Victoria1 , you'll see a link in my signature that says " send me a PM" , click on that 

[Three_Deborah]

I see your PM, just getting back to you there 👍

[Dennis_15687]

Hi, same thing happened to me today. 

I had 15€ in my3 acc  , i was charged but plan wasn't renewed,  so i topped up again with my bank acc and it was charged for a plan, so basically i paid 30€ for 15€ plan. 

I would like a refund please o.O

[Three_Shane1]

@Dennis_15687 Hi Dennis, I'll need more information from you first so I can better understand what has occurred. When you say you had €15 in your My3 account was that your first top-up of €15 or did you top-up by a lower amount? When & how was this top-up done?

[Dennis_15687]

Okay, so i had 5€ from a previous  voucher top up, i topped up 20€ and had 5 left.

Yesterday i paid 10 to my acc from bank acc. 

Midnight my plan expired, took 15€ from my3 account but plan wasn't renewed,  so i topped up again by 15€ with a bank acc and i got a plan straight away. 

So basically i lost 15€ from a my3 account.  

[Three_Shane1]

@Dennis_15687 Thanks for getting back to me with the details.

When you want to activate your plan you need to top-up by the plan amount in one go which in your case is €15. When you topped up by €10 yesterday the system didn't register this as a plan top-up due to the €5 left being part of your previous voucher top-up. 

Once your plan expired your out-of-bundle charges would have taken effect meaning that any calls, texts, or data used would be charged. If you log into your My3 account & under 'View Events' you'll see a breakdown of your usage & see where your credit was used. As you had no plan active at the time the charges are valid. 

Going forward to avoid any further loss of your credit balance why not set up a scheduled top-up so that our system will auto-top-up before your plan expires?

[Dennis_15687]

But topped it up before bundle expired...

It expired 00:05 i had 15€ in my3 acc, i wasn't able to call, text or use data, i topped up again with a bank account for a 15 and it was used for a bundle , i logged in to my3 and my balance is 0€ 

So where is the 15€ which was in my3 account ??? 

Cuz now it happened that i was charged 15 from my3 and paid extra 15 with a bank acc. 

[Dennis_15687]

Och, i found it , i was charged 15€ in under 2 min. For 11mb of data 😆 

Wow , you guys are serious ? 

What is this prices.... 

15€ for 2min. It's like to check half of email. 

 i still would like a refund for that, cuz rhis is just unfair , never saw anything like that. 

Seems that it's a bad choice i made by swap to 3 mobile o.O