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Top Up Credit Not added to my account

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Top Up Credit Not added to my account

I Bought €20 Top Up Credit in a shop on the 30/12/2020 and I rang the top up call number 1744 to top up my phone with the €20 and the service didn't add it and said there is a problem with the voucher number and I tried again and same thing happened. I then rang the helpline 1913 with this problem and they said it was used on my number but it wasn't added by three to my account and my account still shows a zero balance and never showed the €20 being added so there is clearly a problem with the top up service and I still have no money on my phone and balance is still 0.00 and I spent €20 to top up so clearly the voucher that was issued to me is a false and invalid number. Three are checking it out with their technical team and they told me to ring back in 10 working days if I haven't heard anything from them, this is unsatisfactory as I have to wait 10 working days with a balance of 0.00 and it is not my fault and I spent €20 on top up credit in good faith and I rang to get it topped up to my phone and the €20 still isn't being added to my account and I was issued with a false invalid number that clearly doesn't work and I have to wait 10 working days for three to look into it. Has anyone else experienced a similar problem? 

 

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3 Community Manager

@Pauline79 Hi there, have you been in touch with 1913 Customer Care since you posted here? Technical investigations can take up to 10 working days. By any chance were you given a "case" number? 

 

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3 Community Manager

@Pauline79 Hi there, have you been in touch with 1913 Customer Care since you posted here? Technical investigations can take up to 10 working days. By any chance were you given a "case" number? 

 

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Hi, Thanks for replying to my post and no I haven't rang 1913 after I posted here on 01/01/2021. I rang 1913 on 31/12/2020 before I posted here and they haven't got back to me yet. My case number is 3420266.

Kind Regards, Pauline.

Thanks a million for that @Pauline79 Can you send me a PM along with your full name, number, address and date of birth? We'll go from there 😊