Top up issues after adding on 5G booster

[vinkec]

I added 5G booster to my 3 prepay 20 plan yesterday, the one time charge of 5 euros was taken from my account and after that every time I try to top up my account I receive same text message: "Sorry your top-up request could not be processed due to a system problem. Please try again later." I tried toping up from my three, directly in my bank app, instant top up (this was advised to me by support as solution). I tried contacting support 3 times with 3 different answers: first time they told me it's three issue with top ups, 2nd time it's my bank issue (which I checked with them and of course there was no issue from their side, they said three is rejecting payments), 3rd time they told me I need to wait for the 5G booster add on to be completed. The thing is that 5G booster add on says it needs a top up of 20 € to be completed so how am I supposed to complete it when I can't do a top up. I am now out of balance on my phone since I used it talking to my bank yesterday (checking if there was any issue from their side as one of your agents on support chat said) and also my allowances expired today. I never had any issues with three until yesterday but this is very frustrating. 

Update: Still not able to top up my account and after contacting support again and trying to top up through link they gave me and phone number (both unsuccessful) they finally raised a support case for me. Bad news is they said it could take up to 10/04/2022 to be solved. Imagine having to beg a company to take your money ...

[Three_Deborah]

@vinkec thanks for sharing your experience on 3Community. I wonder have any other Prepay customers experienced this too! It's a weird coincidence that this started when you requested a 5G booster.  Our tech team will look into this for you and the standard turnaround time is 5 working days.  I'll pop back to you on Wednesday to check in with you. 

[vinkec]

@Three_Deborah I finally managed to top up my account today and I can use my phone again. I don't know if the issue was caused by 5G booster add on but that seamed to be only difference on account. After my top up 5 EUR were taken off my balance again but my booster still says it's not completed. I'll give it more time I guess.

Update: So the 5G booster went crazy and started charging my three account for 5 Euro multiple times so I had to text support and  they will raise new ticket to support to try to cancel this add on. Somehow add on states as completed on one part and on other part it is still submitted. 

[Three_Deborah]

@vinkec, you've been having such bad luck with this and I'd like to keep an eye on the support ticket for you, Personally I've never come across this before. Boosters tend to apply smoothly!

[vinkec · Accepted solution]

@Three_Deborah Hi Deborah, it looks like support canceled my 5G booster and managed to switch to 3Prepay20 after 4 days. Unfortunately they didn't return any of the charges that booster did before that and also they didn't activate the 3Prepay20 with top up that I made previous, so the rest of balance was spent on data. Also when I called support today to report this they asked me to stay on the call while they solve this and then in the middle of waiting just hanged up on me. This just convinced me that I need to change network. Thanks for your support.

[Three_Deborah]

@vinkec thank you for the update and the feedback. We'd really like to turn this around for you though. Will you pop me a PM, with your full name, number, address and date of birth? I'd like to look at the plan activation along with the other charges.

[Arad12]

@vinkec it can also be the internet connection because if you have a very bad signal in a home it can depend due to the server checking everything from three which needs a certain mbps did u add the booster through the website or app? 

[Add_02750]

Exact same happened to me, they applied a charge of 5euro for some unknown reason however, and now my automatic monthly top up won't work. They attempted many times, and I attempted manually. I ended up receiving numberous texts to say 'Sorry your top-up request could not be processed due to a system problem error' 7 attempts were made to take payment meaning i now have 210 euro in progress of being taken from my bank account for an attempted 30 euros automatic top up. My 30 euro plan isn't even activated because of the error so I have no data or credit to use my phone now apart from WiFi. Three live chat told me the same, that it was their issue, then it was my issue, then it was my banks.. there is no problem with my account or card and nothing has changed from my side so it is definitely their error. Some very incompetent people working on the live chat.. Stressed me out so much at the thoughts of having minus funds left in my bank account and not getting it back now for days. This is not acceptable for people when they have bills to pay etc in these times. I don't even know what the status is on my plan now.. its been so stressful that I've come to realise that three are not reliable so I will be thinking of changing providers.

[Add_02750]

Also, when i was talking to them on live chat they said there were no reported issues with topups, communication is clearly very poor. 

[vinkec]

Yes that's the same thing that happened to me, but I stopped trying to top up over my3 after I had 5 pending transactions. I just tried topping up directly through bank which doesn't go back into pending. Every time you contact live chat they give you same link and tell you to try to top up over it and when you tell them to open support ticket they act like it's impossible to do. In the end they had to remove the 5g booster but they never gave back the balance that it took (3 x 5 € charge ) and then also took the remaining of my balance because they didn't activate the new plan, they just turned it on without activating it ( another 12 € gone ). I just changed the provider after that ( I must say that I got more support from moderators in this community than from three live chat support)