topic Re: Wrong pack bought automatically in Pay as you go

Wrong pack bought automatically

JensA15 — Fri, 07 Jul 2023 08:08:23 GMT

[Mod edit: Image rejected due to it containing private information.]

Hi, I’ve just bought a £15 top up after I had just apparently moved to a £15 pack, however when I redeemed the top up, a £10 pack was still automatically bought. I bought the top up in store with a card and still have the receipt.

Re: Wrong pack bought automatically

Leanne_T — Fri, 07 Jul 2023 09:43:44 GMT

Morning @JensA15

Thanks for coming to the community.

Did you text STOP PACK to cancel the existing pack you have?

Thanks.

Leanne.

Re: Wrong pack bought automatically

JensA15 — Fri, 07 Jul 2023 09:52:34 GMT

No I didn’t, I just tried to swap the packs over by doing what I did in the screenshots, and I assumed it would work as it said the £15 pack would automatically renew after I topped up £15 before I even added the money, so it should’ve worked, the screenshot for that was removed. I wasn’t aware I had to message STOP PACK if I had to.

Re: Wrong pack bought automatically

Leanne_T — Fri, 07 Jul 2023 10:03:34 GMT

I would suggest giving us a call on 150 @JensA15

Our Pay as you go care team will be happy to help see if they can sort this for you 🙂

Leanne.