topic Purchased a data pack but it's not showing in Archived Posts

Purchased a data pack but it's not showing

Dipak27 — Thu, 11 Mar 2021 09:37:20 GMT

Hi, hope someone can help.

Last night I topped up my PAYG and then tried to add a data pack. The first thing I noticed was that the 'packs' section on the app was blank. I've always used the top-up credit to purchase a pack from within the app.

Anyway, I purchased the £10 4GB data pack through my account on the website which seemed to go through. Payment was taken according to my banking app (£10 for the top up and another £10 for the pack) but I got a text saying the payment for the pack was unsuccessful. This morning, nothing has changed and my bank still shows that payment was taken.

Any ideas on how to sort this out?

Many thanks.

Re: Purchased a data pack but it's not showing

bristolian — Thu, 11 Mar 2021 10:48:21 GMT

Hi @Dipak27

If you text BALANCE to 150 (it's free), what does the return text message say?

Re: Purchased a data pack but it's not showing

XRaySpeX — Thu, 11 Mar 2021 11:55:46 GMT

@Dipak27 : If you topped up £10 from your bank there should not be another £10 taken to buy a pack. The pack is bought direct from the topped-up credit.

Re: Purchased a data pack but it's not showing

Dipak27 — Thu, 11 Mar 2021 11:57:32 GMT

Hi @bristolian ,

I checked this last night and it said £10 credit, but nothing about any data allowance. I'll check again when my daughter is back from school later. (First day back and I wanted to make sure she had data to get in touch etc.)

I'll post back later with the exact message.

Thanks.

Re: Purchased a data pack but it's not showing

Dipak27 — Thu, 11 Mar 2021 12:04:43 GMT

@XRaySpeX

Hi, that's exactly what I've done in the past directly through the app. As the kids have been off school and at home, we haven't needed to top this phone up since before Christmas.

The only thing that is different is that it's a new phone. As mentioned in my first message, the 'packs' section in the app is blank. The only option is to purchase an 'add-on'.

Thanks for getting in touch.

Re: Purchased a data pack but it's not showing

Dipak27 — Thu, 11 Mar 2021 12:07:05 GMT

Just to add, I've just checked my bank again and it shows £10 to EE twice, once for the top up and then when I purchased the pack.

Re: Purchased a data pack but it's not showing

XRaySpeX — Thu, 11 Mar 2021 13:07:08 GMT

Have you previously set up a recurring top-up from your bank? Maybe the 2nd £10 is that.

Re: Purchased a data pack but it's not showing

Dipak27 — Thu, 11 Mar 2021 13:40:05 GMT

@XRaySpeX

I haven't previously setup a recurring top-up.

Last night, it seemed the only way to purchase a pack was by card payment which would then be renewed monthly, so maybe that does explain the second £10. It doesn't explain the message of 'payment unsuccessful' which I received by text after setting it up though.

Screen shot below of when I log in. If I go to 'set up card payments' I can see my card and it looks like it just wants me to pay again, which obviously I don't want to do.

I'll try texting NOW to 150 to see if it starts, but I don't hold much hope.

Thanks for your help. I'm going to call 150 later and hopefully sort it out. Maybe it's time to look at pay monthly / SIM only deals!

Re: Purchased a data pack but it's not showing

XRaySpeX — Thu, 11 Mar 2021 13:46:59 GMT

You don't seem to have the pack yet as it says "You need to pay". Try texting PACK10 to 150 to buy it from your £10 credit.

Re: Purchased a data pack but it's not showing

Dipak27 — Thu, 11 Mar 2021 13:56:08 GMT

OK, I'll try that when she's back home.

Any suggestions on what to do about the 2nd charge?

Re: Purchased a data pack but it's not showing

Leanne_T — Thu, 11 Mar 2021 14:58:30 GMT

Hi @Dipak27

Thanks for posting on the community.

I would suggest speaking to your bank to see if the payment is pending and could be refunded back to your account.

If this has cleared and you only have one payment showing in your My EE, please call us on 150 or 0800 0798586, our Pay as you go Care team will get this looked into for you.

Leanne.

Re: Purchased a data pack but it's not showing

Dipak27 — Thu, 11 Mar 2021 16:16:33 GMT

@Leanne_T

That's answered that part! It looks like 2 payments on my banking app but one is showing as pending as you suggested. I guess something went wrong during that second transaction. I'll speak to my bank and hopefully get that cleared up.

Many thanks for the suggestion,

Dipak

Re: Purchased a data pack but it's not showing

Dipak27 — Thu, 11 Mar 2021 16:39:35 GMT

@XRaySpeX

@Leanne_T

Thank you both, the pack is now on after texting PACK10.

The second payment is showing as pending and should automatically come back in after 7 days so I'll keep an eye on that.

Thanks again,

Dipak

Re: Purchased a data pack but it's not showing

XRaySpeX — Thu, 11 Mar 2021 16:43:28 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.