£20 pack issue

[Malakaranindo]

I am a new customer at EE. Today I have purchased a £20 pack which means 50 GB of data, Unlimited calls & messages. But when I checked my balance, it shows 45 GB. Where is the Remaining 5 GB?!?😭 @XRaySpeX 

[Chris_B]

@Malakaranindo  By any chance have you used it ?   Why would @XRaySpeX  know why you’ve left with 45Gb of data.  Obviously your a high data user to want 50Gb of data per 30 days. 

[Malakaranindo]

I have checked my balance after purchasing the pack.  

[Peter_W]

Hey there @Malakaranindo.

Welcome to the EE Community!

The standard £20 PAYG pack should definitely include 50GB of data, but based on this message it looks like you may have a slightly different pack, SIM Local £20 is what it mentions here.

How was it you added this, and where did you purchase this?
Peter

[Malakaranindo]

First of all I have topped up £20 from a store. There was a pin number. I messaged VO + the pin number to 150. Then I got £20 credit. Secondly I messaged "ALL PACKS" to 150 for purchasing a pack.

 

[Peter_W]

Cheers @Malakaranindo 😊

What packs did it present you with here, and what exactly did you send back to activate the £20 option?

If you could share a screenshot of that too, that would be perfect.

Peter

[Malakaranindo]

  

[Peter_W · Accepted solution]

Cheers @Malakaranindo, we don't have access to your account via these forums, but it looks like there's a chance the wrong pack may have been applied on this occasion.

So we can get this all double checked, please reach out to our customer care team, and they can get this all double checked here. 

You can reach them on 150 from your EE mobile, or if you don't have the credit to do this also reach them from another provider or landline on 07953 966 150.

Peter