Top Up - Accidentally Topped Up Twice

[Maika]

Hi,

 I'm on 3 Prepay 20, which is currently half off. I topped up by 10 euros this morning and then thought that it hadn't gone through, so I topped up again. I got the benefits, but my credit balance did not change from the balance before the first top up, so the total (20 euro) amount hasn't been credited at all, even though it says that I topped up twice by 10 euro. Could this be resolved? Is my credit balance not meant to be higher by 20 euro?

Thanks.

[Add_05734]

Hi! I am also on 20€ 3 pre pay plan and I topped up 20€ on the 22nd of October and than 23rd (40€ in total).

However, my balance was still 0 EUR after a month and the 20€ were just gone and deducted from my Bank Account. I suppose the top up did not work properly. Is a refund possible?

Thanks!

[LauraH]

@Add_05734 Hello! Top-ups are non-refundable. It sounds like your credit was deducted to extend your plan benefits for a further 28 days. Any time you top up your plan amount or greater this will happen so if you need extra credit it's best to top-up by a lower amount. Pop me a PM with your details and I'll take a look 

[Bubsy_3D2671]

Hi, similar problem. I tried topping up via text which I thought didn't work so I dialed 1744 to top up. This worked but as soon as I was finished I got a text saying "From Three, Thanks, we're processing your top-up and will confirm by text when completed. Please don't top-up until you get confirmation". followed by "From Three. Sorry. your top up didn't work this time. Is your voucher correct? Check it and try again". This has been happening every minute for the last hour. I topped up for 20euro with a voucher, my balance didn't change which is fine I only wanted the benefits anyway. I'd just like the texts to stop coming in like from a scorned ex. I don't want to block three, is there anything I can do? 

[LauraH]

@Bubsy_3D2671 That's very strange! Tell me, are the texts still coming through today?

[Laist1000]

Hi, I accidentally topped up twice last month.I have the 3 Prepay 20 plan. I topped twice on the same day accidently (January 11th) and on my account details it says my "Allowances Expire in 2 days". Can you transfer my accidental second top up so it will be usable in the following month?

[Three_Deborah]

@Laist1000, Hi there and good morning. I need to check your account to see what I can do. Please send me a PM with you full name, number, address and date of birth. I'll keep an eye out for you 👀

[Three_Deborah]

@Laist1000 I see your PM! Thanks for that.

Can you tell me what happened that you topped up twice? Did you get an error? 

[Laist1000]

Hi Deborah

Yes, me and my husband get errors sometimes when trying to top up, after putting all payment information, when we click ok to continue. Cant' remember now exatcly what it says but it's something like "oops something went wrong" and then the site keeps doing this for a while, we doubled checked our payment information and it was all correct.

So that day me and my husband were alternating trying to top up my account and getting error messages but eventually we both were able to top up my number. Unfortunately that wasn't what we anted, we wanted a single $20 pop up, not two.

[Three_Deborah]

@Laist1000  thanks for sharing that detail, I appreciate it. From the info you gave me in PM, I was able to find your account, however, it isn't fully registered. I'm going to pop back to your PM and ask you other account questions and we'll go from there 😊