Lost Credit

[AG37]

Hi there, I was wondering if you could help me, I had 100+ euros credit that I now lost because I hadn't topped up in time. I got my dates mixed up so midnight hit and I was still using my mobile data and lost all my credit in less than an hour and I was wondering if there is any way to get that back because that seems way too quick to lose that much credit. 

If it is not possible to get my credit back I understand but I had to ask at least just in case, Thank you.

[Three_Bex]

Hi there! Data costs €1.01 per MB if you don't have an active allowance. You can see our full pricing breakdown here. You can check how many MBs you used by logging into the My3 app or website. If you check this and the MBs used are not adding up to the total credit spent, pop back here and we'll look into this further for you. 

[AG37]

It is not showing up for me right now when I check, I can only assume it takes a while to register, The last amount it mentions was the 15th of May. Now I was on YouTube for 40 minutes after midnight so I can only assume that cost me the 100 euro credit though that still seems like a ridiculous charge but I do understand it was my mistake, this has happened to me before lol. If it changes and I can tell you the exact amount I will so I will keep you posted, thanks for your help

[Three_Bex]

It may take some time to appear on My3> Keep an eye on this and let me know if this isn't adding up for you. YouTube videos can use a lot of MB's so this may have been the cause of the credit use.

[AG37]

Ok so I checked the page and I do believe I have lost at least some credit, not as much as I would of liked of course but I had 110.95 and by the time it was all over I had .55c remaining Now weirdly when I topped up as I topped up that night, My Balance said 20 euro instead of saying 20 euro and 55c but when I woke up my Balance was 23.15.

Anyways the amount of data used as said by the page is 82.35 so that means I should have 28.05 + the 20 I topped up with meaning I should now have 48.05 or around that at least. Any help would be greatly appreciated thanks

[Three_Bex]

Hi there, thanks for getting back to me. Can you send us a PM with your details, please? I'll look further into this for you. 

[AG37]

It's not allowing me to send a PM

[Three_Bex]

I have linked in with our Technical Team who are going to investigate the difficulties you're experiencing further. Once they have completed their investigation you will receive communication via SMS to let you know it's been completed. If you've any queries on the outcome please do not hesitate to come back to me here.