£10 top with new phone nowhere to be seen on my A/c!

[Joanie1]

I bought a new phone from my local EE shop (not a smartphone) including a £10 top-up. Not being an expert with mobile phones, I phoned 150 to ask why the top-up had not appeared in my Account.  I had expected to see my credit increased by £10. The young man I spoke to explained that the £10 was on the sim card which was in the box the phone came in.  He told me to take it back to EE and they would put it in the phone for me, which I did.  The £10 top up was confirmed in a text from EE (this was about a week ago).  Since then I've kept looking at my Account to see if it has appeared, thinking it may take a little while to activate.  Nothing has appeared, no £10 credit increase, and still £1 has been taken for my 7 day pack.  Can anyone explain what has happened to the £10, when does it 'kick in'.  It's not even shown in my top-ups despite EE having confirmed it in their text!

[XRaySpeX]

Could your credit have bought your Pack?

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

[Joanie1]

Yes, I had enough credit in my PAYG pack.  I may have worded my message incorrectly, saying the £10 top-up was included, when in fact I was charged £10 extra on top of the price of the phone.  As I said, I'm not an expert with mobiles, still don't understand why it's not showing up in my Account.  The fact I paid an extra £10, I would have expected it to show up somewhere on my Account.

[Leanne_T]

Hi @Joanie1

Can you text BALANCE to 150 and let us know the full reply please? 

Thanks 🙂

Leanne.

[Joanie1]

Thank you for getting in touch Leanne.  I have just had a long chat with EE technical support team, and the young man I spoke to was very helpful and explained what had happened.  When I bought my phone, at my request, the assistant took my sim card from my old phone and transferred everything to my new phone - contacts and my phone number.  Apparently, the sim containing the £10 top-up was for the number of the new phone, which of course I never took, having had my current number transferred.  The young man I spoke to said if I still had this number (which I don't now), I could have got a replacement £10 sim card.  I wish staff in shops, etc. would explain things properly, especially to older people.  Despite my age, I'm not stupid and would have fully understood.  So now I stand to lose £10.  A big thank you to Brendan on the support team, for being so patient and fully explaining to me what had happened.  Well, learning all the time, and hopefully this will put me in good stead if I replace my phone again in the future.

[Leanne_T]

Thanks for the update @Joanie1

Come back to the community anytime. 

Leanne 🙂

[Joanie1 · Accepted solution]

Hi Leanne - just to let you know, I've found the original number of my new phone on the payment receipt.......Yay!  I'll go along to the EE shop tomorrow and hopefully get another £10 sim card.  If you know Brendan on the support team, could you also please mention it to him.  Many thanks.

[Leanne_T]

No problem @Joanie1

Hope you get this sorted 🙂

Leanne.