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No top up after payment made

Linzic81
Investigator
Investigator

‎29-06-2024 01:20 PM

I rang to top up yesterday so I could contact my kids while I was out and it never worked but they took the cash from my account and it was an agent not an automated line, Ringing 150 just got me told sorry our missing card payments is closed on a weekend ring back Monday, it's just not good enough I needed the top up today and can't afford to do it again, when I rang to top up it took me to am advisor but there's no record of me topping up bit an actual agent too the top up payment from me, he was so nice until I refused a monthly sim and he rushed me through with a very dry tone and obviously hasn't completed it correctly, why can't they just apply my top up they owe me, they can see I was on the phone each time and must be able to find the recorded calls 

0 Helpful
4 REPLIES 4
Linzic81
Investigator
Investigator

‎29-06-2024 01:15 PM

I wouldn't bother, Ringing 150 just got me told sorry our missing card payments is closed on a weekend ring back Monday, it's just not good enough I needed the top up today and can't afford to do it again, when I rang to top up it took me to am advisor but there's no record of me topping up bit an actual agent too the top up payment from me, he was so nice until I refused a monthly sim and he rushed me through with a very dry tone and obviously hasn't completed it correctly, why can't they just apply my top up they owe me 

0 Helpful
Katie_B
EE Community Support Team

‎29-06-2024 02:13 PM

Hello @Linzic81. 

Welcome to the EE Community. 

I am very sorry to hear this. 

Does the payment show as pending with your bank?

Katie

Linzic81
Investigator
Investigator
In response to Katie_B

‎30-06-2024 02:31 PM

It wss pending yesterday but been taken properly now and still no top up, I just don't know why they can't just put my pack on if iv already paid, iv tried topping my partners phone up today and just getting error sorry bit your fault Try later so there must be an issue somewhere and when we ring 150 it's trying to put us through to an advisor but that happend to me yeterday and never worked so won't be doing thst again 

0 Helpful
Christopher_G
EE Community Support Team
In response to Linzic81

‎01-07-2024 07:50 AM

Hi @Linzic81 

Welcome to the community.

Now that the payment has fully gone through, it may be easier for our Mobile Care team to locate the payment. Is it possible that the top up has been used to pay for a pay as you go PACK? What does the message reply say when you text AL to 150?

Chris