by katiB Investigator
Investigator

Why have I been advised to buy an add-on when my PAYG allowance hasn't been used

I have a £5 PAYG pack as I need my phone more for emergencies than chatting which has a 50 minutes per month allowance but halfway through the month I got a message advising a top up as I only had four minutes left. I therefore bought the add-on for an extra 100 minutes, although I couldnt think how I could have used all the minutes and the list of my calls on the phone didn't show so many. I've now found further info on the web page of my calls and these indicate that even at this point (last day of the PAYG month) I have only used 41.98 minutes so shouldn't have needed the add-on. Has anyone else ever experienced this? If so, what can be done about it? Thanks in advance. Feeling frustrated. 

9 REPLIES 9
by Grand Master
Grand Master

Re: Why have I been advised to buy an add-on when my PAYG allowance hasn't been

@katiB Give customer services a call about this all being well they just might refund you the money back on your account. 

by
EE Community Support Team

Re: Why have I been advised to buy an add-on when my PAYG allowance hasn't been

Hello there @katiB.

 

Please do give our customer service team a call.

 

They will be able to help you 🙂

 

Let us know how you get on!

by Grand Master
Grand Master

Re: Why have I been advised to buy an add-on when my PAYG allowance hasn't been

Do you have a call mins. boost on your PAYG? I don't think that advice msg takes any account of those.

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by katiB Investigator
Investigator

Re: Why have I been advised to buy an add-on when my PAYG allowance hasn't been

Thanks for your response I haven't called CS as at 25p a minute it's probably not worth it, will see what happens this coming month. Regards.

by katiB Investigator
Investigator

Re: Why have I been advised to buy an add-on when my PAYG allowance hasn't been

At 25p a minute it's probably throwing good money after bad. Will keep a closer watch on usage over the coming month and contact you if it occurs again. 

by katiB Investigator
Investigator

Re: Why have I been advised to buy an add-on when my PAYG allowance hasn't been

I'm not eligible for any boosts yet as only in month one. Thanks anyway. 

by
EE Community Support Team

Re: Why have I been advised to buy an add-on when my PAYG allowance hasn't been

Hello there @katiB

 

You can call us from another line and speak to our customer service team.

 

Let us know if you need anything further 🙂

by katiB Investigator
Investigator

Re: Why have I been advised to buy an add-on when my PAYG allowance hasn't been

Will do that, thank you. 

by
EE Community Support Team

Re: Why have I been advised to buy an add-on when my PAYG allowance hasn't been

No problem at all @katiB.

 

Have a great weekend 🙂

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