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Lost entire balance despite chargeable usage

Hello,

 

I have two Three SIM cards, which I've had for well over 7 years. One is ex-O2 (registered on this user account) and the other has always been on Three. I last used the latter on 19th February 2019 for a small amount of data roaming in London. This caused my balance to drop from €6.73 to €6.72. I have recently discovered that my balance has, at some point since then, dropped to zero, despite the chargeable usage being less than 6 months ago.

 

I have been on live chat to customer services, but they are useless. They can't see usage more than 4 months ago, so they don't have the tools to investigate. What's the solution to this?

 

I understand that chargeable usage to keep a SIM card active is now required every 12 months, rather than the previous 6 months. But my balance has still expired after less than 6 months. With usage history unreasonably hidden from customers, it makes it very difficult to prove anything to Three.

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Re: Lost entire balance despite chargeable usage

[ Edited ]

@Jennifer-Duncan wrote:

Hello,

 

I have two Three SIM cards, which I've had for well over 7 years. One is ex-O2 (registered on this user account) and the other has always been on Three. I last used the latter on 19th February 2019 for a small amount of data roaming in London. This caused my balance to drop from €6.73 to €6.72. I have recently discovered that my balance has, at some point since then, dropped to zero, despite the chargeable usage being less than 6 months ago.

 

I have been on live chat to customer services, but they are useless. They can't see usage more than 4 months ago, so they don't have the tools to investigate. What's the solution to this?

 

I understand that chargeable usage to keep a SIM card active is now required every 12 months, rather than the previous 6 months. But my balance has still expired after less than 6 months. With usage history unreasonably hidden from customers, it makes it very difficult to prove anything to Three.


anyone found anything.

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Highlighted

Re: Lost entire balance despite chargeable usage

Legend
You need to make a chargeable action and top up every 6 months to keep account active

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