Top Up Overcharged three times, refused a refund

[gabed]

Hi,

I am disappointed with the customer support I received from Three. 

You clearly had an outage recently and My3 account was not available. I got a text message saying my scheduled top up failed and it asked me to follow a link to retry the top up.

I did that and topped up successfully. The next day, Three decided to top me up again by €20! Poorly designed payment system is what this is. The for some reason a third charge for €20 appeared but that top up doesn't show on the balance so I am hoping it gets reversed as the payment is still in progress.

I spoke to the live support and I was refused a refund to my card multiple times. They say it is because I am on a PrePay Plan, but I don't see how that voids my rights to a refund seen as it is a non-perishable. Please tell me exactly which EU guideline allows you to refuse me a refund for a charge that you made in error without my permission?

Regards,

Gabriel

[LauraH]

@gabed Good morning. I'd love to help you out here. Tell me, has the third payment popped back into your account yet? Refunds are non-refundable, there may be something I can do though. Pop me a PM with your details (phone number, full name, address and date of birth). Once I have this info I can access your account and we'll take it from there.