Cannot register credit card

[Murdee]

My current credit card has expired and despite multiple attempts via the website and over the phone I have been unable to register the details of my new one. The number is the same as the previous card I had registered, so all I should have needed to change were the expiry date & CVV number. Yet every time I tried, I was repeatedly informed that my address was "invalid". Don't know how this is possible given these were the details that were already registered and I didn't make any attempt to change them. So after countless attempts I realised it wasn't allowing my address because there's an apostrophe in it... ridiculous. I removed the apostrophe and it appeared to register the update to my card, but upon trying to top up I got the message saying it was unsuccessful.

I tried via the phone and - after numerous transfers and waits on hold - was advised to delete my existing card rather than trying to edit the details of my existing one, and register my card as a new one instead. I don't see why this was necessary considering every other time my cards expired I just updated them. But I did that anyway, and upon deleting the card I realised that there was no way to actually register a new card on its own - I have to register and then top up straight away. I don't need to top up, I just want the card assigned to my account so when I do need to use it, I can do so without any hassle. Regardless, I tried topping up by €10 and again was informed that it was unsuccessful.

I rang support again earlier, explained all of this and had them eventually add the card to my account manually. Was told it was successful and I could top up straight away if I wanted, but now several hours later there is still no card assigned to my account.

Out of all the companies/websites I have my card registered with, this is literally the only one that's given me this - or any - amount of trouble. I've been an 086 customer for 20 years and I'm genuinely considering switching networks because of this, extremely frustrating.

[LauraH]

@Murdee Good morning and thanks for that update, I've passed it onto MiPay who have escalated this on their side. Quick question - have you tried any other cards recently? 

[Murdee]

No, this is the only card I've tried as it's the only one set up for online transactions

[LauraH]

@Murdee Thanks for that! I'll pass that info back to the team 👍

[Murdee]

I tried again to top up earlier this evening but again "declined" - I also tried to top up with the same card when logged in to another account but still the same message.

This fiasco has been going on now for well over a month and I'm still no further on. I have used my card countless times online & instore and haven't had a single issue anywhere except with Three. Is there any further update on this as regards a fix or even what is causing it, or am I going to have to switch networks?

[LauraH]

@Murdee I'd hate to see you leave us. I'm linking in with MiPay daily on this and they're continuing to investigate on their side, it's proving more difficult than originally thought though. I've sent them over your latest update because the more info they have the better to help them identify the root cause. I promise to let you know as soon as there's any solid info, thanks so much for your patience so far. 

[Murdee]

3 months since I started this thread, nearly 4 months since it started happening and still no further on - what's happening? Adding a credit card one of the most basic functions on an e-commerce website so if MiPay had their act together this should've been fixed within a few days - not 3 months+

Are they even working on it? Like have they at least given you any indication as to what the cause might be? Because it feels like they are fobbing you (and by extension, me) off. I can't imagine Three letting a major corporate client go 3 hours without the ability to pay, let alone 3 months. I know I'm far from a corporate client on Three's importance scale but it would still be nice to be treated like the paying customer of nearly 20 years that I am

[Three_Deborah]

@Murdee I'm so sorry that it has taken so long, I've just sent you a PM. 

[drogon]

Hi - I am having this same issue - since the site was upgraded a while ago, was this resolved ? Can you please help me out too ?

[Three_Stacey]

@drogon Morning, thanks for reaching out to us. I'd like to help you here but need more info. Can you tell me what exactly you are experiencing? Are you able to top up online at all?

[Catherine_13930]

I am having the same problem. Can't register a card can't schedule a top up, can't make a top up. This is totally ridiculous that 3 is putting up with such atrocious service from MiPay and forcing us to do the same.  The very least you could do it put in pop-ups that flag when customers are entering data in a way that the system can't cope with, i.e. incompatibilities between the customer name and credit card name, which really shouldn't be an issue because parents often do top ups for children and some of us have different married and maiden names on cards and email addresses.  Please get your act together!