Prepay credit refund - April 2023

[darraghod]

Hi there,

I'm switching to a different provider, after having been a Three prepay customer for 5+ years. I have €70+ credit built up on my account. I received notice of an update in March, in line with EECC amendments, that said I would be entitled to a refund of my prepay credit upon switching to a new provider. I contacted Customer Care (via chat and via phone) to enquire — both agents were unaware of this EECC notice & I had to link them to it — but both told me I wasn't entitled to a refund because when I top up by €20, it activates my "plan" so isn't actual credit, even though I'm still able to use this credit after my 28-day benefits expire. 

I find it difficult to believe that when I top up my account by €20 every month for the the last number of years, I haven't been adding prepay credit, for which I'm entitled to a refund. From what I can see, this information is not written anywhere on your website (having checked the "small print" section) and it was definitely never explained to me. Please explain to me (and to anyone else in my position), alongside the necessary links, why I'm not entitled to a refund of my prepay credit.

[Three_Shane1]

@darraghod Hi Darragh, I hope you had a nice bank holiday weekend. I've looked into the details further around prepay credit balance refunds.

What our Care team advised you is correct. Any top-up done where the top-up amount equals the minimum amount required for your plan activation is non-refundable. The reason these top-ups are non-refundable is that they are classed as used to activate a service. As part of your 3Pay plan, you get to keep the top-ups on your account as a credit balance to make calls not covered by your plan or for app purchases. With any top-ups, you've done for €20 that activated your plan if they were to be refunded back to you after the plan activation you would have been getting a plan activation for free. 

Credits that would be eligible for a refund would be like the following:

If you were to top-up by less than your plan amount i.e. €15 this would be eligible for a refund.

If you were to top-up by more than your plan amount i.e. €30 (€20 would be used to activate your plan so would be non-refundable & the remaining €10 would be refundable.)

In the small print link, you've given above for the small print the details of the prepaid credit balance refunded are mentioned under section 6.22.

If you'd like me to check your account to see if any of your top-ups meet the criteria to be refunded pop me a PM with your full name, number, address, & date of birth for the validation of your account.

[darraghod]

Hi @Three_Shane1 — thank you for the detailed explanation, I understand. The "refunds will mean activation for free" logic was the piece of the puzzle I was missing. I have a follow up question. I have a hefty credit balance and I'm leaving Three soon, can I make app purchases now that will remain valid after I have left Three? I just want to figure out how I can spend this credit so it's not lost money. All guidance appreciated.

[Three_Shane1]

@darraghod No problem happy to help. Yes, any app purchases you make will be valid after you've left.

Let's say for example you wanna buy a movie, an app or an in-app purchase of an add-on we'll take the charge from your credit balance & you'll keep the app/movie/add-on even if you leave. 

[darraghod]

Thanks so much @Three_Shane1 — just to be completely clear: the cost of these purchases will come from my balance of activation fee credit that I've built up, and I won't be charged separately or after the fact. I'm about to go on a spending spree, and I want to ensure this isn't sneakily a separate cost. 

[Three_Shane1 · Accepted solution]

@darraghod That's correct the cost of whatever you buy will be taken from your credit balance. There's no separate charge or anything else. Enjoy the shopping spree 😂