Data allowance differs between App/Website and amount from customer service

[NK34]

I had a large unexplained data usage and thought I had been hacked. I did a factory reset on my phone and installed the MyEE app. It shows I have 4.5GB allowance, this is too low. I have been told by customer service verbally and in chat that I have either 15GB or 45GB (still not clear which, but 15GB is adequate for me anyway). The agents have been reassuring but I would rather be able to see the allowance on the app and on the account page of the EE website.

Interestingly while in discussion with the agents today I got a text from EE "You have 3.4GB remaining until 5/8/23. Your last top up was £6.03 on 11/09/2021" 

September 2021!. I have paid £10 each month since then, I wonder if the system thinks I have the same data allowance that I would have had nearly two years ago?

No idea if this will help anyone.

[XRaySpeX]

What does texting AL to 150 from your no. fully report verbatim (it is free)?

[NK34]

Thanks for the suggestion but AL only shows me the remaining amount, not the full allowance available. It contains a link to the myee website which still shows the wrong amount of 4.5GB

[XRaySpeX]

What does it exactly say in full?

[NK34]

Your current balance as of today 14:02 is £0.20. You have 295 minutes, unlimited texts and 3.4GB remaining until 04/08/2023 for your £10 Everything Pack.
Your paid for £10 Pack is on your account waiting for your current one to end. Your remaining data includes of rolled over data. Your last top up was £10.00 on 22/07/2023 at 11:26. 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

[XRaySpeX]

The £10 Everything Pack gives you only 1GB data. Even with boosts why do you think you have so much data?

[NK34]

I've added pretty much every boost I have been offered over the last few years. Maybe I don't have the amount of data that I thought - having reset the phone I have lost the text message history - but having been told by EE agents in a chat (which I have saved should proof be needed) that I have at least 15GB I would like that to tally with what I see in the app/website.  Thanks for your assistance, I'll leave it for now.

[XRaySpeX]

What does texting BOOST to 150 say in full?

[NK34]

Great news. You will get an extra 50 minutes and 14.0GB every time you buy a pack. You are also 5 more packs away from being able to add another boost. 

Ah - that's where the 15GB comes from. Maybe the app/website will catch up at some point. Thanks again.

[XRaySpeX]

Yes, you'll get 15GB data the next time you buy your pack.

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