Plan never activated when topped up

[Topup2]

I topped my phone up by 20e in one go yesterday and my plan never activated.

Instead it used up all my credit.

Now I'll have to top up again to have connection even tho I got a text saying my top up was complete

[Three_Niall]

Hey @Topup2, We are aware that some Three prepay customers experienced issues with call, SMS, and data services on Sunday. The issue has now been fully resolved, and we apologize for any inconvenience this may have caused. If you're still unable to use services as normal, please restart your device, and your service should resume. We can confirm that no customer will lose credit due to this issue, and Three is working to ensure that any impacted customers are credited appropriately in the coming days.

[Adam_28635]

Hi, this has caused my €20 topup to not go through so I checked the app, it said I had 19.26 in the account, so i topped up 5 more euro, the balance hadn't updated so I actually had less than 19.26 because you took my money instead of activating my plan, so it drained the 5 euro too. I had to top up another 20 then to get my plan to activate. This ended up having me pay €45 for my €20 plan. Can I get €25 refunded as I need this money today. Thanks!

[Adam_28635]

Just to update this, I thought the extra 20 was from me accidentally topping up twice, but it's actually a 20 euro bonus I received, so I don't need any refund, but it took 84 cent out instead of activating my plan when it ran out (with the 20 that was in my account) and then went through the rest of my 20. If it would be easier could you credit me with the €25 of credit I lost due to this, since I topped up an extra €5 because the app didn't display my balance correctly and told me I had €19.26 when really it had been drained

[Three_Niall]

Hey @Adam_28635 thanks for posting here, if you don't have an active plan then any credit on your account would be used when you make a call, text or data outside of your allowances, I would recommend checking your My3 account where you will be able to see the charges explained.