by louilsijy

top up issues

I topped up some amount of money to get a next pack through the app, but the problem is that, I clicked just once, but it turned out to be charged twice.

I intended to charge only 15pounds but it doubled into 30 which is quite embarrassing because I don't need it anymore.

so I visited the offline shop, but they  said it's impossible to get a refund if I did it thorugh the app which I didn't mean to. It was obviously network error that it double charged.

In this case, what should I do?

I'm in the desperate needs of help.

by Ace Contributor
Ace Contributor

Re: top up issues

Hello @louilsijy only customer service can deal with top up queries:


They may be able to help if you explain your situation.



EE Employee

Re: top up issues

Hi and welcome to the community @louilsijy


Please do give customer services a quick call as we do have certain criteria for card refunds and accidental payments are included in that.


They will certainly be able to assist.


Many thanks,



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