topic Re: "Stop pack" text ignored in Pay as you go

"Stop pack" text ignored

nmawer — Sun, 22 Oct 2023 16:57:51 GMT

I left the UK on October 4th and sent a "Stop Pack" from my phone to cancel my pack. I now see that the Pack was renewed on Oct 13th despite me cancelling it. How do I get the refund?

Re: "Stop pack" text ignored

James_B — Mon, 23 Oct 2023 07:30:27 GMT

Hi @nmawer,

Welcome to the EE Community. 🙂

Were you in the UK when you sent the text?

Did you receive a response?

James

Re: "Stop pack" text ignored

nmawer — Mon, 23 Oct 2023 13:58:22 GMT

I spoke to CS who said it should have been
stopped and that the £18.00 would be refunded to my debit card.

Unfortunatley it has been refunded to my EE
credit account, which I do not want, thus opening
a whole new can of worms... Currently under investigation.

It appears that the to 150 should be
in upper case, which is not mentioned anywhere in
the instructions. I sent it in lower case....

Thanks for your help

Noel

Re: "Stop pack" text ignored

James_B — Mon, 23 Oct 2023 14:19:07 GMT

Hi @nmawer,

The text command should still work when typed in lower case.

Were you outside of the UK when you sent it?

James

Re: "Stop pack" text ignored

nmawer — Mon, 23 Oct 2023 14:29:22 GMT

Interesting.. The CS rep said it had to be Upper Case... I
definitely didn't work, not did my command. I have just
spoken with CS and hope that is now all sorted, I think,

I was at Heathrow when I sent the 150 commands - I guess that is
still UK? (Hah!) - so it should have all worked just fine. It's not
the first time I have done this...

Thanks

Noel

Re: "Stop pack" text ignored

James_B — Mon, 23 Oct 2023 14:52:53 GMT

I'm happy to hear you've got it sorted @nmawer 🙂

James

Re: "Stop pack" text ignored

XRaySpeX — Mon, 23 Oct 2023 15:12:01 GMT

We tend to write the text words in Upper Case here to make it stand out when advising peeps but in fact they may be in either case or even mixed.

Re: "Stop pack" text ignored

nmawer — Mon, 23 Oct 2023 15:14:22 GMT

Thanks for that clarification - makes sense, and makes sense that the
150 command is not case sensitive...

Noel