Purchased a data pack but it's not showing

[Dipak27]

Hi, hope someone can help.

Last night I topped up my PAYG and then tried to add a data pack. The first thing I noticed was that the 'packs' section on the app was blank. I've always used the top-up credit to purchase a pack from within the app.

Anyway, I purchased the £10 4GB data pack through my account on the website which seemed to go through. Payment was taken according to my banking app (£10 for the top up and another £10 for the pack) but I got a text saying the payment for the pack was unsuccessful. This morning, nothing has changed and my bank still shows that payment was taken.

Any ideas on how to sort this out?

Many thanks.

[bristolian]

Hi @Dipak27

If you text BALANCE to 150 (it's free), what does the return text message say?

[XRaySpeX]

@Dipak27 : If you topped up £10 from your bank there should not be another £10 taken to buy a pack. The pack is bought direct from the topped-up credit.

[Dipak27]

Hi @bristolian , 

I checked this last night and it said £10 credit, but nothing about any data allowance. I'll check again when my daughter is back from school later. (First day back and I wanted to make sure she had data to get in touch etc.)

I'll post back later with the exact message.

Thanks.

[Dipak27]

@XRaySpeX 

Hi, that's exactly what I've done in the past directly through the app. As the kids have been off school and at home, we haven't needed to top this phone up since before Christmas.

The only thing that is different is that it's a new phone. As mentioned in my first message, the 'packs' section in the app is blank. The only option is to purchase an 'add-on'.

Thanks for getting in touch.

[Dipak27]

Just to add, I've just checked my bank again and it shows £10 to EE twice, once for the top up and then when I purchased the pack.

[XRaySpeX]

Have you previously set up a recurring top-up from your bank? Maybe the 2nd £10 is that.

[Dipak27]

@XRaySpeX 

I haven't previously setup a recurring top-up.

Last night, it seemed the only way to purchase a pack was by card payment which would then be renewed monthly, so maybe that does explain the second £10. It doesn't explain the message of 'payment unsuccessful' which I received by text after setting it up though.

Screen shot below of when I log in. If I go to 'set up card payments' I can see my card and it looks like it just wants me to pay again, which obviously I don't want to do.

I'll try texting NOW to 150 to see if it starts, but I don't hold much hope.

Thanks for your help. I'm going to call 150 later and hopefully sort it out. Maybe it's time to look at pay monthly / SIM only deals!

[XRaySpeX · Accepted solution]

You don't seem to have the pack yet as it says "You need to pay". Try texting PACK10 to 150 to buy it from your £10 credit.

[Dipak27]

OK, I'll try that when she's back home.

Any suggestions on what to do about the 2nd charge?