topic Re: Switching Packs in Archived Posts

Switching Packs

Kemolalas — Wed, 11 Aug 2021 06:31:21 GMT

Hi, I just topped up £25 and it immediately removed £15 for my current pack. Then i chose the £1 pack as i currently dont need my £15pack and i assumed i will get a refund of the £15. I still have the full benefits but requested the £1 pack to start NOW. How do i get my refund or if not how do i go back to the £15 pack. As it is, it looks like iv just lost £15.

Re: Switching Packs

Christopher_G — Wed, 11 Aug 2021 08:49:21 GMT

Hi @Kemolalas

Welcome to the community.

You're supposed to stop the pack before topping up, otherwise the credit would be used for your active pack, which is what seems to have happened.

If you would like to discuss this, I'd recommend speaking to our Mobile Care Team on 150.

Chris

Re: Switching Packs

XRaySpeX — Wed, 11 Aug 2021 13:04:30 GMT

You've thrown away the current £15 pack by starting the £1 pack early by using NOW. That's what NOW is for.