Hi @Add_66157 welcome to 3Community.
Have both top ups completed on your account? You can double check this in your My3 account and clicking on Balance Details. Once top ups have completed their non-refundable but I'd be happy to take a look at your account just PM me your name, number, full address and date of birth.
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.
You can also call our care team on freephone 1913 to speak with an agent or click here to speak with our messaging team.
