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No credit with subscription pack

Mike394
Investigator
Investigator

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? 

14 REPLIES 14
XRaySpeX
EE Community Star
EE Community Star

It bought the pack.

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 SoGEA > 2025 EE 150 Meg FTTP
Plymouthbloke1
Established Contributor
Established Contributor

You bought the pack with the £15 credit? 

It says my balance is £0.00

Sent from Outlook for iOS<>

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
EE Community Star
EE Community Star

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

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 SoGEA > 2025 EE 150 Meg FTTP

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
EE Community Star
EE Community Star

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.

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 SoGEA > 2025 EE 150 Meg FTTP

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.

No, bought subscription pack online with bank card.