[milo]

Three should sort out their online topup system

I currently have 120 pounds sitting in limbo for anything up to 10 days due to their site giving misleading error messages. I tried topping up roughly 6 times over the last 3 days as their site and via the phone.

Their website was displaying an error message saying "service unavailable, please try again later", which clearly I did

After calling the customer service number they informed me that my address check failed for my card (as I had updated that at the bank) however they deduct the money first, then checked the address, and intend to refund it after 10 days. This is completely unacceptable as their site does not display an appropriate message and I now have 120 pounds sitting in limbo!!!!

All the phone consultant could tell me was that they don't have control over the 10 day period, which honestly doesn't have anything to do with problem which is their completely misleading error message - they actually encourage you to try again and then hold on to your cash?

When I tried to post this on their facebook page they just deleted my comment (not that surprised really, still they could have the decency to respond)

So either way, I'm very likely going to move to another network, just a warning to other people - if you get the "this service is currently unavailable message, try again later" - Don't!

[solo12002]

I agree having £120 pounds sitting not beable to use it would Pxxx me off to, how many times did you top up to built up the sum of £120 pounds. Did you not contact three after the first two or three payments failed.

Secondly you cant really blame three if you changed card or address and the bank had a older one on record for you, you would moan if someone took the money out without making basic checks just as much as I would.

Given the fact we are in the xmas period etc, 10 days to wait may not be the fault of three

[Ben]

Three aren't taking your money, they'll be performing an authorisation and undertaking the address check. The bank is approving the authorisation and making the funds available, but then Three are getting the address check results and cancelling the transaction without charging it. As such, Three never have your funds and such transactions will not appear on your bank statement. They will never be 'refunded' because they were never charges, just authorisations.

If you correct your address details and try again the purchase should go through. I do appreciate their online error messages appear to be misleading, though - that's really not helpful!

As always, online purchases are best done using a credit card. Authorisations work in exactly the same way, but unwanted authorisations on a debit card can leave your bank account with large amounts of funds 'earmarked' for transactions that will never take place. Not having this money 'available' can cause all sorts of problems with your regular payments. On a credit card you'd never tend to notice unclaimed authorisations because they never make it to the statement and the credit limits are typically generous enough that no other payments are interrupted.