Scheduled top up failed - credit drained

[Add_61945]

Hi,

I have set up scheduled top ups for me and a family member for 20eu each month. My last top up was on 23/01, which activated the unlimited data plan until 20/02 inclusive. I received a text at around 3pm on the 21/02 that my plan has expired. It would seem that the scheduled top ups did not go through, and I was not notified in advance - while I had no Wifi coverage on the morning of 21/02, my credit was used up for data while the plan was expired and I had no clue.

The same happened to my family member, as they were both scheduled from my account using the same card. I have contacted Three via X, and was told that the auto top up did not go through as apparently my card has expired. My bank card has the expiration date of 03/2025, so it is still in date.

80eu has been drained from my credit, while my family member lost almost 140eu from accumulated credit from the past decade or more (from back when top ups were retained rather than used up to activate the plan).

Had I known that the auto top up had not gone through, I would have topped up manually, but Three did not notify that this was the case until all the credit was used up. We've lost over 200eu in credit collectively. 

Can you please advise?

Thanks.

[Three_Niall]

Hey @Add_61945  , Welcome to the 3Community 🙂

I'd love to have a look into this for you and see what exactly happened in this situation. Pop through to us here on PM along with your full name, mobile number, address and date of birth so I can investigate this further on the account.  

As you're new to the Community 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. Or if you'd prefer you can contact customer care on 1913 or by clicking here to chat to our messaging team.

[Add_61945]

Thanks Niall,

I've responded with details on PM.

Thanks

[Three_Niall]

Thanks @Add_61945 for the PM and we'll be happy to help you there. 

[Adam_16715]

I've had the same issue. To try and resolve I went to cancel scheduled top ups and start again and found there are no scheduled to ups in my plan anymore. I've started a new top up schedule but am terrified you'll restore the old one without informing me leading to double charges. 

[Three_Niall]

Hey @Add_61945 & @Adam_16715  , 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.