June scheduled top up failed. Credit gone/lost. Unacceptable

[ZePedro]

I also lost all my credit yesterday morning. Scheduled top up did not happen and all my credit was eaten up. Scheduled top up only triggered late in the afternoon.... All credit lost...

Pls help. This is simply not right or acceptable. If you have an issue internally, make sure your clients know about it asap and corrective measures are put in place.

[Three_Shane1]

@ZePedro Hi there & welcome to the 3Community. Let's get this checked out for you. Can I get you to PM me your number along with your full name, address, number & date of birth to validate your account? 

[ZePedro]

It seems I don't have sufficient privileges to PM you, unfortunately... How else can we do this?

[Three_Shane1]

@ZePedro You'll need to increase your rank to send PMs. You can increase your rank by commenting on posts, creating new posts, & kudos/liking comments. Once you rank up you'll get a message to notify you & you'll need to log out & back into the Community & you'll be able to PM us directly.

[ZePedro]

The main question here is how else can we do this (see first reply, confirmation of personal details) as I am not ranked enough atm to send PMs. I just want to get my credit back....

[Three_Shane1]

@ZePedro You can call our care team on freephone 1913 or you can speak with our messaging team here.

[ZePedro]

Already did, even before I tried to leverage the community. No avail. Only a promise (with no confidence) that a team is looking into it and they will reach out to me, even though they don't know how and when. Very disappointing customer experience and engagement for something that is outside a customer's control and should be absolutely handled better by the service provider. It's not the customer's job to tell the company there is an issue. It's the company's job to inform the customer of the problem and have clear plan of mitigation to make sure their loyal customers have piece of mind.

[Three_Shane1]

@ZePedro I understand your frustration & if you don't wish to speak with our messaging or care team, then I'll be happy to help you here. If you change your mind & wish for me to look into this for you do rank up as I suggested above.