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Switching Packs

Kemolalas
Visitor

‎11-08-2021 07:31 AM

Hi, I just topped up £25 and it immediately removed £15 for my current pack.  Then i chose the £1 pack as i currently dont need my £15pack and i assumed i will get a refund of the £15.  I still have the full benefits but requested the £1 pack to start NOW.  How do i get my refund or if not how do i go back to the £15 pack.  As it is, it looks like iv just lost £15.

0 Helpful
2 REPLIES 2
Christopher_G
EE Community Support Team

‎11-08-2021 09:49 AM

Hi @Kemolalas

 

Welcome to the community.

 

You're supposed to stop the pack before topping up, otherwise the credit would be used for your active pack, which is what seems to have happened.

 

If you would like to discuss this, I'd recommend speaking to our Mobile Care Team on 150.

 

Chris

0 Helpful
XRaySpeX
EE Community Star
EE Community Star

‎11-08-2021 02:04 PM

You've thrown away the current £15 pack by starting the £1 pack early by using NOW. That's what NOW is for.

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