Top up not applied using AIB app

[ciarandavis]

Hi there. I tried topping up my credit this morning using the My3 app. The app claimed the top up failed, however, the transaction is pending on my AIB bank app.

I got my wife to top up my credit again later on using her online banking app. The €20 top up was taken from the account but was never applied to my phone. Can this be resolved as soon as possible please?

[Three_Deborah]

@Fionntan, I'd say it's a coincidence. But let's have a look. What date did you top-up, and was your AIB bank account deducted by the top-up amounts? 

[Fionntan]

Deborah,

Both were on the 30/06/21 and yes the funds were deducted however have been
refunded since.

[Fionntan]

Sorry to clarify one was late on the 29.06.21 another on the 30.06.21 and I
just tried once more to see if the issue was still persisting and it is, so
a third attempt on the 01.07.21.

[Three_Deborah]

@Fionntan thanks for the info. Have you reached out to AIB too to advise this is happening via their app? It's good to know that you've been refunded and the teams at Three are looking into these errors. So I'm sure the attempt made yesterday will be refunded too.

Have you tried topping up via My3 or www.three.ie?