Topped up on the 11th but today I lost all my money

[ZePedro]

I am a three customer and I have a recurring top up payment set up.
On the 11th, a top up happened and I can see the next top up date set to the 8th of April accordingly.

Today, though, most of my credit was consumed, for some reason, even though if I top up I have unlimited internet.
According to the consumption on the three website I lost about 57.98 euro with internet consumption.

This is completely unacceptable and it already happened a few times before.
How can I get my money back?

I am beyond annoyed and frustrated at this.

[Wolfie]

Hello, I wanted to say that I have exactly the same problem. I am automatically topping up every 28 days. Yesterday I had roughly €30 in my account, today suddenly it said I had 0 after I used the internet for a little bit. This is not the first time it happened, either. I wanted to call support but they're not working today so I decided to leave a forum post instead.

Please get us our money back. As I said before, this is not the first, or second time that this happened.

[Paula_81779]

Hi

I came here desperately looking for answers because this happened to me today. I topped up this Friday 14/03 and today Sunday 16/03 I got a message saying my balance was low. Surprised that I got this message two days after topping up when I barely used my phone I went into my detailed usage and in the “data” section I had 5 charges (3 of 7,80 and two of more than 5 euro). In the end I lost more than 30 euro of my credit and Im scared of topping up again and also cant afford it. 

[Josh_81744]

I have had this issue aswell last night still not working. I hope they fix this and give us credit back as this is my main source of connection.

[3user333]

I'm randomly posting here rather than starting a new thread, just to say me too - in fact I have a text confirming my topup earlier yesterday, with credit over 134 euro which would have been depleted by only 5 when I rented a YouTube movie later. Some of the alleged usages that then cleaned out my credit at a euro per MB later happened when I was asleep last night!

[Three_Stacey]

@ZePedro, @Wolfie, @Paula_81779, @Josh_81744, @3user333 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.

[3user333]

Thanks for reply, but how can Three keep re-pasting the mantra that the issue is resolved if we still cannot make calls to non-Three numbers because we still have the erroneous '0 credit'? And for the record, I have restarted my phone again as recently as a couple of hours ago, and have re-confirmed my inability to make a call just now.

[ZePedro]

Same here. 0 credit.

[ZePedro]

My credit is still 0. No refund yet.

[Three_Stacey]

I can understand it frustrating @3user333. We are working to make sure that everyone who was impacted is credited as soon as possible @ZePedro.