Charge details - prepaid account

[virgi]

Hello,

I am a pre-paid customer and I would like to have the details of all charges on my account during the last couple of months.

On the 13 of May I have topped up and the balance was €93.19. Then my plan expired and I went to a zero balance. I am aware that part of that was due to out of bundle charges (and a scam - see below), but when I checked the my3 section the details under Extra-charges did not add up: they showed around 17 euro of charges but before the plan expired I had over 50 of credit, so I'm not sure where the rest of the credit went.

On the 23/06 I topped up again, the website was down so I used the link provided on the three homepage. I did not change plan, although I stopped receiving the usual low balance alerts.

I've been victim of a scam recently (see my post on premium texts), and although that incident has been solved and I have asked Three to block all premium text numbers, I would like to rule out any further issues with my Three account before keeping topping up.

I have contacted the customer service and sent 2 emails on the 18/06 and 24/06 to the contact provided by one of your agents, to request a breakdown of all charges but I have never received a reply.

I would really appreciate if you could send me the breakdown of all charges since the top up made on 13 May.

Thank you in advance

[Three_Deborah]

@virgi Hi there, the usage and charges are available in My3. But pop me a PM with your full name, number, address and date of birth so that I'll be able to look at your account from here.

[Rafael]

I feel like being a Three customer is a scam by itself.

[virgi]

Just going in circles and not getting answers. Lack of transparency.

Not impressed, to say the least..

[Hendrikusantoniusfr_94596]

Hi Deborah, My name is Hendrikus . I just noticed that my prepaid credit from eur 237.00 is reduced to eur 127.00 and I dont know why. Can uou assist please.Greetings Hendrikus

*Edited by Mod

[Three_Stacey]

I'd be happy to have a look at this for you @Hendrikusantoniusfr_94596. Have you checked your My3 to see what the charges were for? To do this, just log into your My3 app click on 'View all allowances' and then 'View full call usage'. This will show you your activity, have a look and let me know if you see anything that you don't recognise. If you run into any difficulties, let me know, and I can review your usage details for you. 

FYI, I edited your posts as it's best practice not to publish personal details publicly.