GPRS charges wiping credit

[Add_10779]

Despite being on the three unlimited 20e plan (for sooooo long), my credit has wiped after a top-up from last week. GPRS charges. Surely a contradiction of the unlimited stuff given I was in Ireland? Could someone look into it please to see if error. I'd like to stay with three when replacing my phone next month but similar issues that seem to repeat have been giving me cause to think a network change may be needed. Would prefer not to so hopefully this can be explained. 

[Three_Stacey]

Hi @Add_10779, I'd be happy to take a look at this for you. It's strange that your credit was depleted after you topped up. When you topped up, were there any difficulties, for example, error messages or delays? To investigate this, I'll need to review your account. Please pop us a PM with your name, number, full address, and date of birth and I'll take a look at your account. 

[Add_10779]

Sending now 

[Dermot_88092]

Hello,

I have just transferred from business account to PAYG and topped up with €10 to get started and had same experience.

Dermot

[Three_Niall]

Hey @Dermot_88092, Welcome to the 3Community 🙂

Happy to help you here, so if you don't have an active plan and top up by less than the activation amount, then this credit will be used on calls, texts and data. In this case where you are seeing GPRS this would normally mean that you were charged for data because there wasn't a data allowance on the account.

For example if you are on the Prepay 20 plan, when you top up by €20 in one transaction the top up will be used to activate the plan for 28 days however if you don't have an active plan and then top up by €10 on this plan then the €10 would be added to the balance and then calls texts and data would be reduced from the balance. 

I'd love to have a look at the account so I can this is what has happened to you. Pop through to me here on PM along with your full name, mobile number, address and date of birth so I can validate your details and check the account for you.