by Jenny200 Investigator
Investigator

ee mifi pay as you go add on not activated but credit taken

Hello, I need your help I have a mifi device which lets me go online and it's pay as you go so I top up buy an add on and I get online. I topped up my credit to £5 less than an hour ago and brought a 24hr add on for £3.00 but  then once I pressed the buy now button it came up with a message saying this page is taking to long to load and it didn't load the page so I closed the browser and opened a new one and when I went back on my data page it said that no add on had been purchased as it said to buy another add on to get online but my credit read £2.00 not £5.00 so it took the £3.00 credit but did not give me an add on? I then topped up another £5 and have got online now but I want my £3 back, and I just want to know why this has happened?
 
Can anyone explain why my credit went from £5.00 to £3.00 but I got no add on?
 
8 REPLIES 8
by Jenny200 Investigator
Investigator

Re: ee mifi pay as you go add on not activated but credit taken

Can someone please help me know why this has happened?

by Jenny200 Investigator
Investigator

Re: ee mifi pay as you go add on not activated but credit taken

Iv already phoned EE who told me that they can't refund me my £3.00.

 

But I just wanted an explanation of why this has happened?

by
EE Community Support Team

Re: ee mifi pay as you go add on not activated but credit taken

Hi @Jenny200,

 

Welcome to the EE Community.

 

If you were charged but the add-on wasn't applied, you are eligible for a refund.

 

Please get in touch with customer services so we can take another look at your account.

 

Thanks

 

James

by Jenny200 Investigator
Investigator

Re: ee mifi pay as you go add on not activated but credit taken

Hi thanks 

 

Can you explain what could have happened for it to not be applied but still be charged?

by Jenny200 Investigator
Investigator

Re: ee mifi pay as you go add on not activated but credit taken

Also forgot to say @James_B that when I phoned EE the first time I've used up all my credit on my phone so can't phone them again and I can't go to my nearest store until near the end of the month will I still be eligible for a refund at the end of the month when I go to my nearest store then?

by
EE Community Support Team

Re: ee mifi pay as you go add on not activated but credit taken

Hi @Jenny200,

 

I'm afraid we can't access your account via the community to see what has gone wrong for sure.

 

Are you able to contact customer services from an alternative phone?

 

Thanks

 

James

 

 

by Jenny200 Investigator
Investigator

Re: ee mifi pay as you go add on not activated but credit taken

Hi @James_B

 

No I can't get another phone I only have my mobile? And being a passport as you go customer can't use the live chat either. 

 

Would I still be eligible for a refund by 23rd of November as that's the earliest I can't get to my nearest store? (Due to family and carer duties can't get down there till the 23rd)

by
EE Community Support Team

Re: ee mifi pay as you go add on not activated but credit taken

Hi @Jenny200,

 

Yes, that won't be a problem.

 

Let us know if you need help with anything else.

 

Thanks

 

James

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