Paying subscription

Elliebeth123
Investigator
Investigator

‎25-04-2024 10:44 PM

Why has money been taking from my account twice 15 pound this morning and then 13.50 not long ago when I only have this set up to take 13.50 

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6 REPLIES 6
Elliebeth123
Investigator
Investigator

‎25-04-2024 10:52 PM

I pay for a monthly subscription and it's taking from my account twice how do I get my money back 

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XRaySpeX
EE Community Star
EE Community Star

‎25-04-2024 11:02 PM

@Elliebeth123 : 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
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Katie_B
EE Community Support Team
In response to Elliebeth123

‎26-04-2024 07:09 AM

Hi @Elliebeth123. 

I'm sorry to hear this. 

Please give us a call on 150 so our customer care team can look into this for you. 

Katie

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Elliebeth123
Investigator
Investigator

‎25-08-2024 02:29 AM

I have money that keeps getting took from my bank for a subscription that I cancelled and dont use and I would like the money that's on my credit refunded as there is now nearly 50 pounds on there

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XRaySpeX
EE Community Star
EE Community Star
In response to Elliebeth123

‎25-08-2024 02:38 AM - edited ‎25-08-2024 02:39 AM

Text STOP PACK to 150.

PAYG credit is not refundable nor transferable, except for the 1st unspent direct card payment.

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
Alex_H
EE Community Support Team
In response to Elliebeth123

‎25-08-2024 10:32 AM

Hi @Elliebeth123,

If you have previously had two top ups going out in the same month and then cancelled and now still have one coming out, it sounds like you may have had a direct card pack purchase subscription setup and a separate recurring top up setup.

If the direct card payment is still setup the advice from @XRaySpeX should stop that. I would recommend giving our PayG team a call on 150 from an EE mobile or 07953 966 150 from a non EE phone so they can access your account and make sure there is no recurring top up also still active moving forward.

Alex

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