Pack paid for but no data or unable to call

[Liamnicholas]

I have a pack which I purchased on monthly standing order. The payment has come out from my bank account. My online account says that I have the services until the 27th of April but when I text AL150 it says my last payment was the 27th of February. This is incorrect as I’ve checked my online banking and it has come out. I am now unable to make an outgoing call And I have no data. Please can someone advise

[XRaySpeX]

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

[Liamnicholas]

it says 

Your current balance as of today 12:01 is £5.40. You have unlimited minutes, unlimited texts and 59.5GB remaining until 27/04/2025 for your £20 Pack. Your remaining data includes 8.6GB of rolled over data. Your last top up was £20.00 on 23/02/2025 at 15:12. 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

BUT THIS IS INCORRECT AS DOESN'T MATCH THE ONLINE ACCOUNT 

[XRaySpeX]

Thanks. How doesn't it match your online a/c?

It says your last top-up was 23/02/2025. That would be true. Your payment of £20 on 27/03/25 wasn't a top-up but a Direct Card Payment to buy your current pack.

It also says you have an active pack until 27/04/25  incl. 59 GB data, as does your online a/c. If that pack is not working you should get on to CS.

[Liamnicholas]

My online account says
57.5GB
data left
£20 Subscription Pack

£5.40 credit
Resets 27 April

07873 *** ***
View full usage
<>
<>Ie it
says resets 27th of April
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Mod note: Mobile number edited. Please do not post private information in your post. 

[Peter_W]

Hey @Liamnicholas.

Welcome to the EE Community, and thanks for sharing these details for us too!

Like @XRaySpeX, it's likely here that it's not listing your payment from March, as this was a direct pack payment rather than a top-up. 

Was the day this came out of your bank account around the 27th  or 28th of March?

Also what exactly is happening when you try to make a call or use data? 

Everything sounds like it should be good to go if the text service is confirming you still have allowances until the 27th.

Peter