topic Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB in Archived Posts

buy add-on 3GB for £6,but charged me £10 and only added 1GB

TheoWANG — Tue, 31 Aug 2021 00:44:34 GMT

Hi, I purchased a data add-on yesterday. It was advertised as 3GB for £6. But when I made the purchase it charged me £10 and only added 1GB onto my data. Can someone help me with this? Thanks in advance.

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

XRaySpeX — Tue, 31 Aug 2021 03:21:47 GMT

@TheoWANG : What does texting AL to 150 from it fully report verbatim (it is free)?

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

TheoWANG — Tue, 31 Aug 2021 11:15:18 GMT

Your current balance as of today 12:13 is £2.00. You have 88 minutes, unlimited texts and 816MB remaining until 16/09/2021 for your £10 Pack. You have 971MB remaining until 06/09/2021 for your 1GB Add-On (7 day). Your remaining data includes of rolled over data. Your last top up was £10.00 on 30/08/2021 at 18:22. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

Christopher_G — Tue, 31 Aug 2021 12:42:57 GMT

Hi @TheoWANG

I think it's going to be best to speak to our Mobile Care team so that they can look into this for you.

Please come back and let us know what happens.

Chris

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

TheoWANG — Wed, 08 Sep 2021 01:17:48 GMT

I just bought a 3GB 7-day pack add-on again, but only 1GB has been added to my account.

This is the second time this month. Why?

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

XRaySpeX — Wed, 08 Sep 2021 02:16:18 GMT

That looks v. much like you have 7GB.

Did you speak to CS as advised here & get an explanation?

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

TheoWANG — Wed, 08 Sep 2021 02:14:08 GMT

This has happened to me for the second time this month. Why?

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

Christopher_B — Wed, 08 Sep 2021 07:38:50 GMT

Hi @TheoWANG

Any data from your add-on will only show once your current data runs out.

Thanks

Chris

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

TheoWANG — Wed, 08 Sep 2021 08:07:02 GMT

This is my original data package. I bought a 3GB seven day package seven days ago. When there were more than 600 m left yesterday, I bought a 3GB seven day package again, but only 1GB was added in the account.

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

TheoWANG — Wed, 08 Sep 2021 08:14:13 GMT

For the remaining 600M, I purchased a 3GB seven day package in the app, and the account shows an increase of 1 GB, i.e. 1.6gb.

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

Leanne_T — Wed, 08 Sep 2021 10:36:34 GMT

Hi @TheoWANG

Thanks for coming back to us.

If you get in touch with our Pay as you go Care team they will get this looked into for you and help you with the data add-on.

Leanne 🙂

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

Goulbourn — Wed, 13 Oct 2021 08:12:16 GMT

Hi, I seem to have a similar problem to the originator of this thread, I’ve purchased two data packs to which I thought I was getting 4gb from the first but not sure and definitely 3gb from the second which I took more notice of the second only gave me a 1gb increase in data but showed a 3gb add on however the data stopped after 1gb which to me proves I didn’t get the data I paid for, I can see that no real help was given in this thread just referring to customer services. I find any large Corps cust services tedious at best, is there anyone who knows the answer to this on this community?

Thank you

Re: buy add-on 3GB for £6,but charged me £10 and only added 1GB

MSouth — Thu, 21 Oct 2021 13:24:05 GMT

I've just had this issue today, bought a 3GB pack and only received 1GB. It looks like this has gone on for weeks, how haven't you fixed it yet?! Why are you making customers go through your understaffed support system (which I'm still on hold for) to sort it out, you have a serious problem with your system which needs addressing asap!