topic Re: Balance and charges in Pay as you go

Balance and charges

Khg — Wed, 30 Apr 2025 11:01:01 GMT

One day in March credit was £6.01, few days later it was 25p. I hadn't used text nor phone. Where did the credit go?? I text 150 to ask. Did not get appropriate reply. Cannot get through to call 150.

What are you going to do about this and my lost credit.

I was asked by 249 to answer survey questions free of charge. I have been debited £1.80 for answering the questions. What are you going to do about this?

I sincerely hope you will be reimbursing all the above

And that I will be able to keep my phone number and my credit I just topped up! Plus why do I keep receiving messages to use my phone even though I have used it in the specified period? My wife does not get such messages!

Re: Balance and charges

XRaySpeX — Wed, 30 Apr 2025 11:07:21 GMT

Have you looked at View full usage ?

Re: Balance and charges

Khg — Wed, 30 Apr 2025 11:47:55 GMT

Yes.

Nothing showing re the non usage in March.

Re: Balance and charges

Christopher_G — Wed, 30 Apr 2025 13:52:37 GMT

Hi @Khg

Welcome to the community.

This is something that our Customer Support team will be able to help you with. They have access to your account and will be able to see what has happened with your credit.

What happens when you call 150?

Chris

Re: Balance and charges

XRaySpeX — Wed, 30 Apr 2025 14:28:26 GMT

It only shows the last 30 days usage.

Re: Balance and charges

Khg — Wed, 30 Apr 2025 22:34:55 GMT

Yep

Si not helpful

Re: Balance and charges

Khg — Thu, 01 May 2025 09:44:55 GMT

We dial 150 but it disconnects immediately.
Will customer support contact us? Or do I need to submit another request to
them?

Re: Balance and charges

Linzi_H — Thu, 01 May 2025 11:55:03 GMT

You'll need to contact our team directly @Khg

Please try and contact us from an alternative device when you get the chance.

Linzi

Re: Balance and charges

Khg — Fri, 02 May 2025 09:53:55 GMT

I have tried to call 150 from 2 mobile phones. Neither of them connects to
150.
I live abroad. It is too expensive to call the 0044 number offered on your
website.
How can I get the issues I raised on 30 April resolved? How do I contact
customer support? None of the 'help' subjects answers my questions.
The only thing I can think of if you will not contact me is to raise a
complaint.

Re: Balance and charges

XRaySpeX — Fri, 02 May 2025 10:01:29 GMT

Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: Balance and charges

Khg — Fri, 02 May 2025 10:06:55 GMT

In my sig. Skype what does this mean??
Can't phone a freefone number for free from Portugal

Re: Balance and charges

XRaySpeX — Fri, 02 May 2025 10:13:21 GMT

sig. = signature.

Skype is an app for calling & messaging.

You can over Skype.

Re: Balance and charges

Khg — Fri, 02 May 2025 10:24:55 GMT

Can I do it on WhatsApp?

Re: Balance and charges

Michael_D — Fri, 02 May 2025 12:49:39 GMT

You'd not be able to call on WhatsApp @Khg, as our teams aren't available on WhatsApp.

If you download the Skype app, you can call +448000798586 as @XRaySpeX mentioned, and that will put you through to our options so you can speak to the team.

Michael