Bill error

[Lisadoran98]

Hi, I top up my phone £15 every month for my £15 pack, today I topped up £15 to my account online and then clicked to buy the £15 pack which I’ve been doing for years but it’s took another £15 from my bank account instead of taking it from my ee website balance, how do I get this remaining £15 put back into my bank account? Thank you in advance. 

[Northerner]

Hi @Lisadoran98 

You will need to speak to EE CS on 150 about this issue.

Thanks

[Leanne_T]

Hi @Lisadoran98

Thanks for coming to the community. 

Can you text BALANCE to 150 and let me know the full reply? 

Speak soon 🙂

Leanne.

[Lisadoran98]

Hi @Leanne_T, thank you for your response. I contacted EE customer services over the phone and they quickly fixed the error by putting the money back into my bank account, although it will take up to 5 days, I’m just thankful it was a quick fix! 

Thanks again,

Lisa 

[Lisadoran98]

Hi @Northerner, thank you for the advice, I did that and they fixed the error.

Thanks again,

Lisa

[Jon_K]

Thanks for letting us know you got this sorted, @Lisadoran98.