I became a 3 customer on August 21, 2023. I set up a recurring payment of €20, the first to hit on September 18.
Being new to 3 and topping up, when I had a low balance on September 1st, I topped up €20 not knowing that would reset my account.
There were all manner of issues with my account which required 3 deleting my registration and other behind the scenes fixes. During my many support phone calls a Three Rep, Jay, told me he would address my error on September 1st by giving me a €20 Top Up on September 29 so I would pay nothing for my next 28 day period. I was advised to call support on that today.
Yesterday morning (September 18) I received this text message:
“From Three. Thanks for topping up EUR20 using Recurring top-up service. Enjoy your All You Can Eat Data to use in ROI, unlimited Three to Three calls, 60 off network minutes, unlimited text messages & 19GB EU data for 28 days. EUR20 was used to activate your 3 Prepay 20 plan benefits. Your current balance is 15.54 EUR. Check all your Three Prepay options at 3.ie/my3”
So, as I see it, even though I paid €20 on September 1 which supposedly reset my 28 period to September 29, and even though I was supposed to get a €20 credit on September 29 to cover the next 28 days, you ignored all of that, pocketed the €20 on September 1 and took away my €20 credit on September 29 and charged me €20 on September 18.
Somewhere in here you owe me €20.
I would like a refund of the €20 charge on September 1.
