Top up by mistake

[72361]

Hello,I was charged by mistake and would like a refund. The first payment showed up as failed transaction so I immediately topped up €20 again. After the second payment has been accepted, I received payment confirmation of both transactions and the money has been deducted from my bank account.

Despite paying €40, my current balance is €0 and I am still on the €20 plan.

[Three_Stacey · Accepted solution]

Hi @72361 I'd be happy to help you with this I just need a little more info first. Please let me know how these top ups were done, was it instant top up, through your My3 account or over the phone. Also please let me know when the top ups were processed.

[72361]

Thank you for your reply!

Sure, 

First, on Saturday, August 3rd at 10:56 AM, I received an SMS stating that the automatic top-up had failed.

After that, I went out and couldn't use the internet for the whole day. When I returned home that night, I connected to Wi-Fi and topped up 20€. At 9:47 PM, I received an SMS confirming that the top-up was successful.

However, on Monday, August 5th at 8:30 AM, I received an SMS stating that another 20€ had been automatically topped up.
This is the sequence of events.

[Three_Stacey]

Thanks so much for all the details @72361 next I'll need access to your account so please pop me a PM with your name, number, full address and date of birth.  Once we have these details we'll be able to review and see what we can do to help.