No credit with subscription pack

[Mike394]

I bought a £15 subscription pack on your site, paid the money, had confirmation email, pack came, followed instructions, set up app, but even though you have taken £15 for the pack, I have no credit.. if I’ve paid £15 where is the credit? 

[XRaySpeX]

It bought the pack.

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

[Plymouthbloke1]

You bought the pack with the £15 credit? 

[Mike394]

It says my balance is £0.00

Sent from Outlook for iOS<>

[Mike394]

I bought a £15 subscription pack, which told me I would get 75GB, unlimited texts and unlimited minutes. So I assumed when I paid for that I would receive the pack, put the sim in my phone set it up and away I go.  did all that , but nothing. But although it states on the app I bought the pack, and money gone from bank  I have 0.00 balance. What am I doing wrong? Am I supposed to top up as well?? If I am then what did I pay for exactly?

[XRaySpeX]

It'll say more than that. Post the exact wording.

[Mike394]

Exact wording :

”Your current balance as of today

23:18 is £0.00. For more info on your packs, add-ons or free boosts, go to the EE app or ee.co.uk

For info on our other Text

Services, reply HELP or go to ee.co.uk/textservices”.

[XRaySpeX]

Your credit has been spent on buying a pack but you haven't been given the pack. If it doesn't appear by tomorrow you need to report it to CS.

[Mike394]

How do I report it, tried the free number it just asks to book call back by replying to text they send and when I do I always get 

“sorry something went wrong, we were unable to book a call back

for you. Call us on 150 if you still need to speak to someone “

so I’m constantly sent around in circles.

[Mike394]

No, bought subscription pack online with bank card.