Bought £15 bundle only gave me £10 credit

Jan20231 · ‎21-11-2023

Hi, I bought a new sim with £15 top up but Just got a text saying thanks for £10 top up so I can't activate my £15 pack because I don't have enough money, Bank shows I bought a £15 bundle What do I do as I can't do phone calls or texts as it will charge me as I now have no pack bundle

XRaySpeX · ‎21-11-2023

@Jan20231 : What does texting AL to 150 from your no. fully report verbatim (it is free)?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)

Jan20231 · ‎21-11-2023

it says balance is £10 and I topped up the £10 on 20/11, which is totally wrong I have my delivery note that says the sim was dispatched on 17th and I payed £15

Leanne_T · ‎21-11-2023

Hi @Jan20231

If this is incorrect, please call us on 07953 966 150 from any other phone and the team will get this looked into for you.

Please let us know how you get on 🙂

Leanne.

XRaySpeX · ‎21-11-2023

That's not all it replied. What else did it say?

Did you manually top-up £10 on top of the £15 credit it started with?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)

Jan20231 · ‎21-11-2023

That’s what it said. I didn’t top up £10 at all I was in bed at that time so no idea where that’s from. I ordered a SIM card on the EE website on 16th and payed £15 for the bundle. I have the delivery letter I got with the sim and it shows I paid £15 so no idea what’s going on

XRaySpeX · ‎21-11-2023

I should complain to CS that you haven't got your money's worth..

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)

IJ11 · ‎27-11-2023

Hi there, I've had the exact issue, same date on the text as well. Just wondering if you managed to get it resolved? Doesn't seem to be much help out there 🤔 Cheers!

IJ11 · ‎27-11-2023

Also when you bought this sim was it advertised as 50gb for £15 a month? That's why I'd bought it. I've not used it as of yet, but from what I've read. If you text pack15 then you only get 25gb.

Jan20231 · ‎27-11-2023

I got it sorted by sending them a message on Facebook, took a couple of days and the sorted it all out