topic Re: Help. Need to urgently add new card to my pack in Archived Posts

Help. Need to urgently add new card to my pack

Lisa88 — Mon, 24 May 2021 11:16:35 GMT

Yesterday i attempted to add a new card to my account. This failed so I stupidly contacted online chat. I don't know what they have done but now I cannot get into the manage payments section getting an erroressage each time. and there are no cards showing on my account so my monthly pack.payment has not gone through. I have no data no way to contact anyone.

I.was promised a call back.yesyerday but that hasn't happened either.

Any help.appreciated. it's a monthly 10 pound pack automatically taken via my debit card...or was.

Thank you

Re: Help. Need to urgently add new card to my pack

Chris_B — Mon, 24 May 2021 12:16:09 GMT

@Lisa88 How did you manage to use online chat when this is only available for contract customers not pay-as-you-go customer.

Re: Help. Need to urgently add new card to my pack

Christopher_B — Mon, 24 May 2021 13:09:51 GMT

Hi @Lisa88

Thanks for coming to the community about this.

As @Chris_B pointed out, our chat teams don't deal with pay as you go accounts. Is your line definitely pay as you go?

Thanks

Chris

Re: Help. Need to urgently add new card to my pack

Lisa88 — Mon, 24 May 2021 13:13:46 GMT

I pay monthly by debit card. I don't know if online chat deals with that or not but I was online with three different agents for over 3 hours yesterday.

Can anyone actually help me sort out how to get into the right section. I just get an error message each time I try and 150 only gives me a top up option

Re: Help. Need to urgently add new card to my pack

Lisa88 — Mon, 24 May 2021 13:14:07 GMT

Re: Help. Need to urgently add new card to my pack

Lisa88 — Mon, 24 May 2021 13:15:30 GMT

I have no.idea but since i.spent 3 hours online trying to resolve this yesterday it obviously happened. I'd appreciate some help.with my problem if at all possible

Re: Help. Need to urgently add new card to my pack

Christopher_B — Mon, 24 May 2021 13:19:42 GMT

@Lisa88 I've sent you a private message about this.

Thanks

Chris

Re: Help. Need to urgently add new card to my pack

Lisa88 — Mon, 24 May 2021 13:24:47 GMT

I have replied. Thank you

Re: Help. Need to urgently add new card to my pack

Lisa88 — Mon, 24 May 2021 17:27:14 GMT

@Christopher_B just a huge thank you to you for contacting the callback team and to @Tracy and Lee in card management for sorting my problem out so quickly.

I shall think of EE community first next time I have an issue

Thanks guys🤗💐🍾