topic Double payment in Pay as you go

Double payment

Jlkd — Wed, 27 May 2026 06:19:06 GMT

Hello, while paying for top up double payment was made from my bank account, however, only One was transferred as top up. I was paying 15£, 30£ (15£ twice) were charged from account and only 15£ is in EE account, how could this be?

Re: Double payment

Ritu_D — Wed, 27 May 2026 09:57:18 GMT

Hi @Jlkd

Thanks for reaching out here on the community.

If you have a pack activated £15 may have been used to purchase your pack and the other £15 may be showing as credit.

You will be able to check your balance by logging into your online account or texting BALANCE to 150.

Or if you prefer you can Contact our guides who will be able to take a look for you.

Thanks

Ritu

Re: Double payment

Jlkd — Wed, 27 May 2026 11:25:36 GMT

Well the plan has been purchased for 15£, but now account balance is 0£, thus, another 15£ dissapeared.

Re: Double payment

Ritu_D — Wed, 27 May 2026 12:43:53 GMT

Thank you for coming back and explaining that @Jlkd

As we do not have account access here on the community, I would recommend Contact Us to confirm where your balance has gone.

Thanks

Ritu