I just paid to renew my 25gb 30day plan, but only 2gb shows in data allowance!

[whitfa]

The data on my existing the 30day plan I bought on 30th June  ran out, so I selected to pay another £15 to renew my plan again today (25gb), but only the 2gb booster shows in the allowance.  It's charged me today £13.50, not £15, and the screenshot is suggesting I need to pay again on the 31st July.  What's going please?

[Matt_124]

It looks like you have instead set up recurring card payments for a discount of 10% and your allowances are set to refresh on the 31st July, upon expiry of your current package which is due to finish on the 30th July.

[XRaySpeX]

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

[whitfa]

Thanks for your reply Matt.  So, my second question in that case is why have I been charged now for a digital product/service that I'm not going to receive for 10+ days?

Don't feel bad if you can't answer this one. I. asked an AI chatbot to think of an example where this occurs and it could only come up with suggestions involving some physical aspect like a digital artwork commision, or a complex decentralized crypto contract. 

Are there some elves in a department within EE who have already set about assembling my 25GB of data, ready for the end of the month, or can I get a refund already.

[Peter_W]

Hey there @whitfa.

Thanks for reaching out to us here on the Community 😊

In our system it's possible to 'stack' pay as you go products, so a new one will not take effect until your existing pack runs out.

Traditionally this would go as credit onto the account that would then be deducted from the balance once the refresh date comes round, but as it's one of our Saver Plan options with direct payments you've gone for here, it's automatically charged you for the pack up-front.

We currently offer a 10% discount on pack costs when you opt for direct payments, so this is why you've been charged £13.50 instead of £15.

As you still have 2GB of your boost remaining I would recommend leaving your current pack active for now, but if you did want to renew early you can try sending us a text with NOW to 150.

Peter

[whitfa · Accepted solution]

Thanks for your reply.  Oh, it's possible to stack is it?  That explains it then.  Good luck with that.   

Guess what - I'm going to 'stack' too and go with another network that doesn't charge-up front for overpriced services they haven't delivered yet.

All the best.

Adrian

[Peter_W]

@whitfa We certainly don't want you to feel out of pocket here. 

The reason this didn't kick in immediately is down to still having some of your existing allowances and time remaining on the pack.

It's absolutely possible to activate a new one sooner as you intended today, but we just want to be sure that you're not losing out on the existing services you've paid for. 

Whilst we don't have access to accounts via these forums to review your account directly, if you reach out to our customer care team they'll be able to discuss your payments, and ensure we've gone for the best option for you here. 

Peter

[whitfa]

Peter, I had zero data, and unlimited text and minutes.  How does replacing that with +25GB, and unlimited text and minutes negatively impact my existing plan.  Perhaps your algorithms need dusting off. 

[Peter_W]

@whitfa Thanks for the clarification there, I was working on the assumption that the 2GB boost you referenced was still active at the point you opted to renew. 

It's odd that this 2GB would suddenly appear with the new pack purchase, so I can appreciate why this has all come as a surprise.

I would definitely recommend reaching out to our team on the details I linked above though, and they'll be best equipped to take a closer look into this for you.

Peter

[whitfa]

I'll leave that with you to investigate, Peter.  I'm now with Voxi - 300GB + unlimited video, music, socials for £20/month.