Pack automatic renewal error

[Benstead1]

I was originally on pack 15 and when it expired I tried the pack10. This wasn’t suitable for me so I stopped the pack after it had expired and selected pack15 but, when I topped up my balance it has automatically started a pack10 onto my account, this is the third time I’ve tried to change to pack15 after selecting it and being advised to add £15 to my balance only to do so and have a pack10 automatically be applied to my account. How can I change this pack to the pack15. There is only £5 in my balance and I currently have a pack10 that has automatically renewed. I don’t want to make a call or use the data on the pack10 until it has been increased to a pack15.

[XRaySpeX]

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@Benstead1 wrote:

This wasn’t suitable for me so I stopped the pack after it had expired

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You should have stopped it before it expired. Now it won't stop renewing until it next expires.

[Benstead1]

I stopped the pack each time it had expired and selected pack 15 before topping up my balance and each time it said there was insufficient funds on my account to start a pack15 , so with no current pack activated and after  texting stop pack, I added £15 onto my account but before I was able to type PACK15, I receive a message telling me that my pack10 (which I have stopped after it has expired and before adding money to my account) has automatically renewed. 

[Benstead1]

My online account states that I am on pack15 but when I check my balance by text it says that I am on pack10. Any ideas as to why? 

 

 

[Lesley_W · Accepted solution]

Thanks for the extra info @Benstead1 

I'd recommend giving our team a call on 150 so they can check your account and see what's going on. They will be able to get this corrected for you.

Lesley