Brought EE sim from shop, followed link, purchased plan and nothing

[Hyluxmon]

So, I’m on holiday and I’m with GiffGaff, it’s horrible, no service anywhere most of the time, so I got an EE sim from the shop to try, I popped it into my phone and followed the instructions on the back which had a link to go to, to complete the purchase of a plan.

i paid the £13.50 for 75GB and then downloaded the app as it said this after purchasing to finish setting up. 

the app shows I have nothing and need to purchase a plan. But I’ve already spent the £13.50.

i mean I’ll buy a new plan now via the app just so I can use it because I need it but how do I get a refund for the £13.50 spent?

[XRaySpeX]

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

[Hyluxmon]

Texting that shows £0 but the message before it says this 

 

[XRaySpeX]

It might take a few hours to take effect.

[Chris_S]

Hi @Hyluxmon 

I'm just checking if the credit has appeared on your account yet?

Chris S

[Hyluxmon]

@Chris_S No, it never did. 

 

[XRaySpeX]

No, the credit won't appear cuz you spent it on the £15 pack but the £15 pack has now appeared & you can use it, incl. 65 GB data.

Doesn't texting AL also confirm this fact?

[Hyluxmon]

@XRaySpeX @So I got a sim card from the shop, I inserted the card and paid £15 for 75GB attached to this SIM card but it never loaded but the money left my bank. 

I paid for this via the website by following the instructions on the SIM card packet by putting in my new number etc 

I then paid via the app for another £15 75GB one because I needed the data, so I’ve paid £15 twice and it only worked the once. 

[Leanne_T · Accepted solution]

Hi @Hyluxmon 

Thanks for coming back to us. 

If the credit has not been added, please give us a call and our pay as you go guides will take a look into the account and payments for you to help you further. 

Leanne.