Since this has been going on for months, and there is no resolution coming, just text the following to 150 (you will need available credit to actually buy the add-on you need):
ADD ON - Get list of data, text or minutes add-ons
ADD TEXTS - Get options to buy texts add-on
ADD MINS -Get options to buy minutes add-on
ADD DATA - Get options to buy data add-on
ADD INT - Get options to buy minutes and data when abroad.
Don't be surprised when some of the options will not be recognised (e.g. I can't buy 200 texts for a day).
List of all codes 150 accepts:
https://ee.co.uk/help/mobile/manage-use/pay-as-you-go/get-help-by-texting-150-on-pay-as-you-go-or-fl...
