by Sharley1 Investigator
Investigator

My pack hasn't renewed and now credit has been taken which I topped up last nigh

My pack hasn't renewed as I topped up lastnight and I didn't know it wasn't renewed, I have made texts and now credit has been taken for them texts because the pack hasn't renewed

14 REPLIES 14
by Profile closed
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Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hello @Sharley1 sorry to hear you are having problems with your pack not renewing. Due to this being a public user forum access to accounts is not to check any charges through here. For top up, credit & pack queries please call customer service on 150 from an EE phone or 07953 966 250 from any other who can look into this for you. 🙂 

by Sharley1 Investigator
Investigator

Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hi

Do you need to look into the accounts for charges?
I topped up lastnight ready for it to renew today by it hasn't and now it has took credit from it, which means I'll have to add more for it to make up to £10...

Sent from my iPhone
by Profile closed
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Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hello @Sharley1 yes customer service would need to access the account so they can check the charges and also look into getting your pack activated. 🙂

by Sharley1 Investigator
Investigator

Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hi

The call will cost me though so this will take more credit off me....

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by Profile closed
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Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hello @Sharley1 EE PAYG only have a telephone route for customer service. If you are unable to call from yours you should still be able to get through on another EE phone or 07953 966 250 from any other. 🙂 

by
EE Employee

Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hi and welcome to the Community @Sharley1

 

When you do call, please explain the reasoning you have called and they should be able to refund you the charges that you have spent due to the error.

 

Many thanks,

 

Lee

by Sharley1 Investigator
Investigator

Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hi

All sorted now thanks. Also has the £10 pack now 150 minutes instead of 250? As I've noticed today?

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by Profile closed
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Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hello @Sharley1 the 30day £10 everything pack has always come with 150mins, unlimited texts and 500mb to start with. Here is a link containing the full range of packs available on EE PAYG. :):

 

https://ee.co.uk/help/my-account/pay-as-you-go/pay-as-you-go-packs-how-they-work

by Sharley1 Investigator
Investigator

Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hi

Yes I know, but has it changed??
As it was 250 mins before?

Sent from my iPhone
by
EE Employee

Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hi @Sharley1

 

Please can I get you to text AL to 150, what response do you get?

 

Many thanks,

 

Lee

by Profile closed
Not applicable

Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hello @Sharley1 no the 30day £10 everything pack has not changed it has always come with 150mins at the start. This can then be boosted every 3months with the EE PAYG free boosts offer. :):

 

http://ee.co.uk/help/my-account/pay-as-you-go/ee-free-boosts

by Sharley1 Investigator
Investigator

Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hi

Hmm I did get 250 before... but never mind no problem.

Sent from my iPhone
by Sharley1 Investigator
Investigator

Re: My pack hasn't renewed and now credit has been taken which I topped up last

Hi

It says 150 mins unlimited texts etc.. but I used to get 250 mins but it's fine no problem

Thanks

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by Profile closed
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Re: My pack hasn't renewed and now credit has been taken which I topped up last

You are welcome @Sharley1 come back to the community anytime if there is anything else you would like to know. 🙂 

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