Friday 19 January 2018

Three Ireland customer refused refund of charges debited due to provider's system error

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Louise Kelly

Louise Kelly

A mobile customer who was impacted by a recent Three Ireland system error has been refused a refund for a related automatic top-up.

Hugh O Brien was one of many pre-pay users who were hit with phone charges by the provider for services they had not used.

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

The glitch - which occurred some three weeks ago - led to users receiving notifications stating that they owed up to hundreds of euro in mobile charges.

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

Mr O'Brien utilises the Three feature called 'Low Balance Topup' that debits his bank account when his mobile balance falls below a certain threshold.

Read more: Three Ireland customers hit with hundreds in phone charges 'in error'

The frustrated consumer told that he has been in contact with Three but a refund for the debited amount of €20 has been refused.

"I called them the same day and they said that they'll refund the amount and asked me to call back in a few days," said Mr O'Brien.

"A few days later I call back and they say they'll arrange the refund. A week later, I receive an SMS asking me to enter a chat session".

Mr O'Brien shared screenshots from the chat transcript which shows that Three admit fault but they offer an extended promotion time frame rather than a refund.

He has lodged a complaint with the Commission for Communications Regulation (ComReg) and has supplied Three with this complaint reference.

A spokeswoman for Three Ireland confirmed that they are aware of this customer’s query. "They will be in touch with the customer tomorrow to process their refund and we apologise for any inconvenience caused."

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