Credit taken twice for an already unexpired plan

[Carmel65]

Hi I have a €15 prepay 28 day hero account.

I topped up by €20 on 30 Nov. You drew down €15 for my plan which was active until 28 Dec. My credit balance was €5.

I topped up by €10 on 28 Dec, my balance was now €15.

You could have drawn down the €15 from my €15 credit to renew my plan for 28 days.
You did not.
Instead Three chose to use my credit for out of contract data charges. This is unfair and unreasonable. 

I topped up by €15 29 Dec, plan active until 26 Jan.

I topped up again on 17 Jan by €30, so that money would be available for the plan to draw down for the next two payments.

You drew down another €15 on 17 Jan even though the plan was already active and fully paid.

the balance is now €15.

You took money for a service that was already fully paid. This is unfair and unreasonable. 

Will you “draw down” another €15 from my credit balance on 15 Feb to renew my plan ? Or will you again choose to use it for out of data charges? 

I want to raise a formal complaint as I plan to raise this with the regulator. This are unfair terms and conditions.

[Three_Shane1]

@Carmel65 Hi Carmel, we won't be drawing down €15 from your credit balance to activate your plan when it's due to expire. This is not how our plan activation system works, as advised in our Terms and Conditions 'You must top up by €15 in one go to trigger your plan'. When you top up by €30, €15 is taken to activate your plan & the remaining €15 is added to your credit balance so can not be used for plan activation. 

While I understand that you feel the Terms are unfair, they are what you agreed to when you set up an account with us. Our Terms and Conditions are available here. If you wish to raise a formal complaint you can do so here.