I received unexplained direct debits from Three, but their customer support was unhelpful.

pkps

About four months ago, my business fell victim to a scam. Recently, I noticed some unexpected direct debit payments from Three (H3G) on my business's bank account, even though we don't have any contracts with Three. I strongly suspect that someone used our information to open an account with Three and carry out fraudulent transactions.

I have reached out to Three's personal and business teams five times already in order to request a refund for these payments. However, every time I contacted them, they told me to wait and get back to them again. But, when I contacted them again, they kept asking me for all the information again and to wait once more. I felt like they didn't want to help me as a victim, despite not being their customer.

When we contacted British Gas about a similar problem, they quickly resolved the issue within 30 minutes.

Now, I don't know how to get my business money back. I contacted my bank, but they need confirmation from Three. All I can do is to complain all around about Three customer service. 

Jonboy_1984

Just INSTRUCT the bank to reverse the direct debits under the direct debit indemnity, and then instruct the bank to cancel the direct debit.

Olinda99

yes agreed - you are fully protected by the DD guarantee

LostWithoutFreya

When I was doing my tax return in January, I noticed that I had two direct debit payments going to H3G every month, since September 2022, although I did not have a service from them. I went on their online chat and they advised me to send proof of the payments to Proofs@three.co.uk, which I did on the 22nd Jan, with a follow up on 23 & again on 27th, none of which I have had any response to - H3G have taken payments totalling £966.87 from my bank account during the sixteen month period from September 22 to December 2023 through two direct debits. I contacted my bank on 2 Feb. and they said that they would make a claim on my behalf, but they then came back to me and said that H3G had refused my claim. I then tried to phone H3G but it is an automated system and when you call them they ask what number it is about, but I don't have a number with them. I was with EE for a number of years and at around the time that H3G started collecting the direct debits, I was contacted by them about moving and getting a new phone, but nothing happened and I continued with EE until October 2023 and continued to receive bills from them which I paid by dd. I switched to O2 in October 2023 and have a direct debit set up to cover these payments. I only have one mobile phone and one number and have received monthly bills from either EE or O2 for the whole of the period that H3G have been taking the two dd payments from my account. When I realised these payments were leaving my account in January, I cancelled the two direct debits straight away. How can a company just take payments from your account when they have not provided you with any goods or services, for a prolonged 16 month period?

Olinda99

I was under the impression that the bank had to refund any direct debits you queried under the direct debit guarantee and didn't need to go to Three to ask their permission - but maybe I'm misunderstanding it

flaneurs_lobster

LostWithoutFreya said:

How can a company just take payments from your account when they have not provided you with any goods or services, for a prolonged 16 month period?

Because some people are so lax/rich that they can have £60 a month filched from their bank account for 16 months and not even notice.