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.

[Leanne_T]

Hi @Dipak27

Thanks for posting on the community. 

I would suggest speaking to your bank to see if the payment is pending and could be refunded back to your account.

If this has cleared and you only have one payment showing in your My EE, please call us on 150 or 0800 0798586, our Pay as you go Care team will get this looked into for you. 

Leanne.

[Dipak27]

@Leanne_T 

That's answered that part! It looks like 2 payments on my banking app but one is showing as pending as you suggested. I guess something went wrong during that second transaction. I'll speak to my bank and hopefully get that cleared up.

Many thanks for the suggestion,

Dipak

[Dipak27]

@XRaySpeX 

@Leanne_T 

Thank you both, the pack is now on after texting PACK10.

The second payment is showing as pending and should automatically come back in after 7 days so I'll keep an eye on that.

Thanks again,

Dipak

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.