buy add-on 3GB for £6,but charged me £10 and only added 1GB

TheoWANG
Contributor
Contributor

‎31-08-2021 01:44 AM

Hi, I purchased a data add-on yesterday. It was advertised as 3GB for £6. But when I made the purchase it charged me £10 and only added 1GB onto my data. Can someone help me with this? Thanks in advance.

 

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12 REPLIES 12
XRaySpeX
EE Community Star
EE Community Star

‎31-08-2021 04:21 AM

@TheoWANG : What does texting AL to 150 from it fully report verbatim (it is free)?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
TheoWANG
Contributor
Contributor
In response to XRaySpeX

‎31-08-2021 12:15 PM

Your current balance as of today 12:13 is £2.00. You have 88 minutes, unlimited texts and 816MB remaining until 16/09/2021 for your £10 Pack. You have 971MB remaining until 06/09/2021 for your 1GB Add-On (7 day). Your remaining data includes of rolled over data. Your last top up was £10.00 on 30/08/2021 at 18:22. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee For info on our other Text Services, reply HELP or go to ee.co.uk/textservices
0 Helpful
Christopher_G
EE Community Support Team
In response to TheoWANG

‎31-08-2021 01:42 PM

Hi @TheoWANG

 

I think it's going to be best to speak to our Mobile Care team so that they can look into this for you.

 

Please come back and let us know what happens.


Chris

TheoWANG
Contributor
Contributor

‎08-09-2021 02:17 AM

I just bought a 3GB 7-day pack add-on again, but only 1GB has been added to my account.

 

This is the second time this month. Why?

 

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XRaySpeX
EE Community Star
EE Community Star
In response to TheoWANG

‎08-09-2021 03:11 AM - edited ‎08-09-2021 03:16 AM

That looks v. much like you have 7GB.

 

Did you speak to CS as advised here & get an explanation?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
TheoWANG
Contributor
Contributor

‎08-09-2021 03:14 AM

This has happened to me for the second time this month. Why?
Christopher_B
EE Employee
In response to TheoWANG

‎08-09-2021 08:38 AM

Hi @TheoWANG

 

Any data from your add-on will only show once your current data runs out.

 

Thanks 

 

Chris

0 Helpful
TheoWANG
Contributor
Contributor
In response to XRaySpeX

‎08-09-2021 09:07 AM

This is my original data package. I bought a 3GB seven day package seven days ago. When there were more than 600 m left yesterday, I bought a 3GB seven day package again, but only 1GB was added in the account.

TheoWANG
Contributor
Contributor
In response to Christopher_B

‎08-09-2021 09:14 AM

For the remaining 600M, I purchased a 3GB seven day package in the app, and the account shows an increase of 1 GB, i.e. 1.6gb.