Three PAYG 'My3' app

jaydeeuk1

Topped my phone up with 3x£5 as you get 120mb data thrown in for every £5 topup, therefore better than 1x£15.
On the my3 app, there is a topup button and directly below that, there is a 'buy now' button for some £15 addon, and then below that a 'view all addons' button. I wanted to top up another £5 giving me a nice round £20 to go on holiday with. Except I accidentally clicked the 'buy now' button which is a few pixels below, so I pressed back on the phone whilst it was loading, but too late, £15 gone on some addon I don't want or need all because the button is too close together that I mis pressed. No confirmation screen, no way to 'undo', do not pass go, do not collect £200.

Have emailed Three but so far no response, might have a mard tomorrow on our company twitter and see if that changes things but I doubt it. I did this a month back but thought I must have pressed 'confirm' or something (to buy the other top ups you have to go through 2 screens) but now I know its because some tw*t of a programmer 1) put it in a stupid place and 2) didn't bother adding a confirmation screen.

Not expecting a positive response tbh, I've read how s**t the customer service is for those unlucky enough to be on a contract, I'll just have to make sure I never have more than £15 in credit on there in case I accidentally press 5 pixels too far down!

So yeah, if you use the my3 app to topup and you have £15 or more in credit already, be very !!!!in careful where you press.

jaydeeuk1

Quick update three replied this evening some 5 days later, they won't refund as I have now used a couple of texts from the 3000 allowance. No sh*t its a phone and I do occasionally have to send texts and ring people, so even though I asked for a refund immediately computer says no.
This was through the complaints form on the website.

What's my next step?

SimonSays

Move on....

jaydeeuk1

You mean like you did here?

https://forums.moneysavingexpert.com/discussion/5155717

or here

https://forums.moneysavingexpert.com/discussion/4863079


You don't even follow your own advice. (ps, if you were any good at your job you'd have a decent salary)

I've found out I need to contact the Ombudsman - services, I know its only £15 but its the principle and the attitude of the CS, and their English speaking customer services can't speak or understand English. If it costs them money like the FSA charge when investigating a bank complain then even better.

jaydeeuk1

Escalated the issue higher and had a phone call offering a refund, keep the rest of the add on and they'll feed back to the developers about adding a confirmation screen. Result I'd say, wasn't expecting that.