Tuesday 26 September 2017

Three Ireland customers hit with hundreds in phone charges 'in error'

Three Ireland has promised to refund affected customers. Stock Image
Three Ireland has promised to refund affected customers. Stock Image
Louise Kelly

Louise Kelly

A number of Three Ireland customers have been hit with high phone charges - for services that they have not used.

Users with the provider have reported receiving notifications on Tuesday morning stating that they owe hundreds in mobile charges.

The text message followed the format "You have spent EURO [price] on Internet Services since [date]".

One couple told independent.ie that they both received texts that there was €150 outstanding on each of their accounts.

However, many other customers turned to social media to complain that they've gotten texts telling them they owe up to €800.

The number of those affected is not yet known but it is understood that all of those affected are on 'Pay As You Go' contracts.

Mobile phone users reported that their existing credit has been "used up" to offset what is apparently outstanding on their account.

Further credit input applied to this 'phantom' bill so users were left with no services for a number of hours.

A Three spokesperson told independent.ie that this issue is now resolved.

they are aware of the issue and that it is currently under investigation.

"We are working to ensure that the correct amount of credit is now available on prepay customers’ accounts," she said.

"We would like to apologise for any inconvenience. " 

Customers of the UK branch have also experienced difficulties with the mobile service in recent days.

"We’re aware of reports of misdirected texts. We’re sorry & appreciate you’re concerned about messages you attempted to send," a spokesperson said.

"This was the result of a network issue.  We investigated and it has now been resolved."

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