credit gone after pre paid plan has expired

[Dietmar_04179]

Hi, my 28 days prepaid plan expired last week. I do not intend to top up currently, as the day before the plan expired I started a 5 weeks holiday outside the EU. However, my balance suddenly shows 0,00 €, despite there was a credit of around 6,- € on my account before. I had switched off the roaming button when leaving Ireland and did not do any roaming since, but only used WiFi. I intend to top up again when I'm back in Ireland to start a new 28 days prepaid period. What happened to that 6,- € credit? Should it not have remained on the account? It's luckily not a lot of money, but it would be useful here for emergency calls or SMS.

[Three_Niall]

Hey @Dietmar_04179 , Welcome to the 3Community 🙂 

When your plan has exceeded the 28 days you will have no active allowances on the account. This means that any calls, texts or data used by your phone will be charged at the out-of-bundle rate. Have you tried logging into your My3 account to view how the credit was used?

[Dietmar_04179]

Hi Niall, thanks for your message. Yes, prior to my post I was on my Three account. Those 6,16 € were on for the last couple of months, as I didn't use any services outside of what's included in the monthly 20,- € top up. In Balance Details it does not say what for those 6,16 € were used up for. They are simply gone. At the bottom of the Balance page it says "No recent activities".

[Three_Niall]

Depending on when the credit was applied to the account, if the credit hasn't been used in 180 days then the credit may have expired however I would need to look at the account to investigate this further. Pop through to me here on PM along with your number, name, address and date of birth and I can look into this further for you. 

[Dietmar_04179]

Thanks Niall, I just did that.

Regards

Dietmar