topic Re: Subscription pack in Pay as you go

Subscription pack

SzIstvan — Tue, 25 Apr 2023 07:48:36 GMT

Hi. I placed an order on 14th of April for a PAYG Sim card with a £10 subsription plan with willing to keep my old phone number from lebara. When I have recieved the Sim card I have activated than I have contcted ee when will be my old number active. After 24h my old number showed up but my balance was still 0. I only recieved a leaflet saying after 2 days your £10 will be on your sim card. Still nothing. Yesterday I have contacted again ee. They said I have to go back where I’ve got, but I said I ordered it from the ee website. Than he said I have to go to an ee shop to prove that I purchased but I haven’t got any voucher so they can give me another one. What should I do now? And I ordered one more sim the same way for my wife as well which should arrive soon, I am courious will be the same issue or that will be fine.

Re: Subscription pack

James_B — Tue, 25 Apr 2023 09:58:04 GMT

Hi @SzIstvan,

Welcome to the EE Community. 🙂

What response do you get if you text BALANCE to 150?

Were you charged £10 at the checkout when you placed your order?

James

Re: Subscription pack

SzIstvan — Tue, 25 Apr 2023 11:09:46 GMT

Hi.

Your current balance as of today 12:07 is £0.00. 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

Yes I’ve been charged £10 and it was taken from my account.

Thanks,

Istvan

Re: Subscription pack

James_B — Tue, 25 Apr 2023 11:56:46 GMT

Hi @SzIstvan,

Please get in touch with Customer Care so a member of the team can take another look at this for you.

The text confirms that your pack hasn't been added automatically so they should be able to manually apply it for you.

Thanks

James

Re: Subscription pack

SzIstvan — Tue, 25 Apr 2023 14:17:14 GMT

Yesterday I called the ee on this number 07953966250 the agent said he can’t do anything I have to go to an EE shop to sort this out. He was asking have I got any voucher. I said to him no voucher has come only a leaflet which says in 2 days time that £10 which I have ordered when I applied to the subscription pack was taken from my bank account.

Re: Subscription pack

SzIstvan — Tue, 25 Apr 2023 18:29:45 GMT

Re: Subscription pack

Katie_B — Wed, 26 Apr 2023 07:34:22 GMT

Thanks for getting back to us and showing us your proofs @SzIstvan.

I have sent you a private message to help further.

Katie