3 Device plan Issues

PTSDprimed

Afternoon, I had a phone contract with 3 . I cancelled the airtime part and kept the device plan. As direct debit was cancelled I have been doing direct transfer every month since July. Keep getting reminders saying payment is overdue and today received a collection letter in email. This payment is into Hutchinson 3UK account whose details were given by 3. Have spoken to my Bank and all payments have gone through. 3 has now asked for proof. Why is the emphasis on me to provide proof? Isn't it on 3 to check their account. The ref I was told to use is my device plan agreement number.  3 says that's not a reference. Any advice would be appreciated! 

Mark_d

Clearly 3's system is not recognising your payments as being related to your device plan.  They are asking for the transaction IDs so that they can manually check which payments are coming from you, so that they can investigate further.  Yes it shouldn't be you being inconvenienced but the issue will go more smoothly for everyone if you cooperate.

PTSDprimed

Thanks for replying. So I have to get 10 different transaction ID's from the bank, as each payment has a transaction ID for that payment. Checked that with the bank earlier. 

Mark_d

That sounds correct.  The transaction IDs are proof that each payment completed successfully.