Accidentally Topped Up Twice

[LamPau_11705]

I am currently on a EUR20 plan. I have topped up on 5th October but the app accidentally charged me twice. I would like a refund or an extension of the plan. 

[Three_Stacey]

Hi @LamPau_11705 thanks for reaching out to us here on 3Community 😊 I'd love to look into this for you. Firstly, I need to investigate why two top-ups were applied to your account. Was there an error when you processed your top up? In your My3 app do you see the top up method and how the 2nd top up was processed?

To find this on your dashboard click - Balance History -  scroll down to  Top Up History and click on Show Details. Let me know what you find. 

[LamPau_11705]

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. The first one said it’s a mobile app top up. The second one said it’s a scheduled top up. 

[Three_Shane1]

@LamPau_11705 Thanks for getting back to me. I'll need to take a closer look at your account to understand why the first top-up failed. Can I get you to PM me your number along with your full name, address, & date of birth for the validation of your account? I'll check on your two other top-ups then for you also.

As you've only joined the 3Community recently you'll need to increase your rank to send PMs. You can increase your rank by commenting on posts, creating new posts, kudos or liking comments. Once you rank up you'll get a message to notify you & you'll need to log out & back into the Community & you'll be able to PM us directly.

[Alicia1501]

Hi, the same happened to me. Could you help me please?

Despite paying €40, my current balance is €0. The first one said it’s a mobile app top up. The second one said it’s an online top up. 

In this case it was my fault. I clicked on "top up" again because I did not read that the top up was already done successfully so I just did all the process twice. It is also not very intuitive to see the "top up" buttom as big and highlighted, if the top up was just made. I also thought the second 20€ would just stay in my balance until the next 28 day period.

Can I get a refund or use it on the next period, please?

Thanks

Alicia

[Three_Stacey]

Hi there @Alicia1501 welcome to 3Community.

Top ups once complete are non-refundable but if you PM me your details name, number, address and date of birth I'll have a look and see what I can do for you.

[Sam_39118]

I have just topped up this month also by accident how do I go about a refund please?

[Three_Niall]

Hey @Sam_39118 , Welcome to the 3Community 🙂 Top ups once complete are non-refundable but if you PM me your name, number, address and date of birth I'll have a look and see what I can do for you.

[Stacey_09759]

Hi,

I went to top up €20 today and it said the first transaction failed so I went to do it again and it went through, however when I checked my account earlier it’s taken €40 off me.

I checked my three balance and I have the €20 there but has still taken €20 twice on my bank account.

is there anything you can do?

thanks,

stacey 

[Three_Niall]

Hey @Stacey_09759  , Welcome to the 3Community 🙂

I'll be happy to help you with this, can you check with your bank if this is showing as a pending payment? If a top up fails to be applied to the account and is showing as a pending payment it will show as deducted from the account but your bank would be refunded to the account by your bank within 7-10 working days.