Updated at: 10.45
Some 8,000 Three customers were double charged after their direct debit payments were processed twice. The company has said the money will be refunded within a matter of days.
The company gave the following explanation: "Due to a technical error, duplicate direct debit payments were requested from a small number of customers. Three is working with its bank to resolve this issue as soon as possible. All impacted customers have been contacted and duplicate direct debits will be refunded accordingly.”
They have also apologised to customers inconvenienced by the glitch.
Three said "It is understood a file sent to one of the banks was processed twice in error, resulting in customers being charged on the double."
Three's official customer service Twitter page has been fielding questions and comments from concerned customers on this issue.
The company have issued an updated statement this morning:
"Due to a technical banking error, Three can confirm that a small number of customers have experienced an issue with a direct debit. We have notified all affected customers and have been working with our bank to process refunds as soon as possible. The timeline for this refund will vary depending on the customers’ bank, but our bank expects that the refund will be shadowed in to the majority of customers’ accounts today and funds will be available to them, although the transaction may not be visible on their statement until tomorrow. Again we would like to apologise to the customers affected and thank them for their patience.
8,000 customers have been affected, which is 0.5% of our 2million customer base."
