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Subscription pack

SzIstvan
Investigator
Investigator

‎25-04-2023 08:48 AM

Hi. I placed an order on 14th of April for a PAYG Sim card with a £10 subsription plan with willing to keep my old phone number from lebara. When I have recieved the Sim card I have activated than I have contcted ee when will be my old number active. After 24h my old number showed up but my balance was still 0. I only recieved a leaflet saying after 2 days your £10 will be on your sim card. Still nothing. Yesterday I have contacted again ee. They said I have to go back where I’ve got, but I said I ordered it from the ee website. Than he said I have to go to an ee shop to prove that I purchased but I haven’t got any voucher so they can give me another one. What should I do now? And I ordered one more sim the same way for my wife as well which should arrive soon, I am courious will be the same issue or that will be fine.

0 Helpful
6 REPLIES 6
James_B
EE Community Manager
EE Community Manager

‎25-04-2023 10:58 AM

Hi @SzIstvan,

Welcome to the EE Community. 🙂

What response do you get if you text BALANCE to 150?

Were you charged £10 at the checkout when you placed your order?

James

James

SzIstvan
Investigator
Investigator
In response to James_B

‎25-04-2023 12:09 PM

Hi.

 

Your current balance as of today 12:07 is £0.00. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

Yes I’ve been charged £10 and it was taken from my account.

 

Thanks,

Istvan

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to SzIstvan

‎25-04-2023 12:56 PM

Hi @SzIstvan,

Please get in touch with Customer Care so a member of the team can take another look at this for you.

The text confirms that your pack hasn't been added automatically so they should be able to manually apply it for you.

Thanks

James

SzIstvan
Investigator
Investigator
In response to James_B

‎25-04-2023 03:17 PM

Yesterday I called the ee on this number 07953966250 the agent said he can’t do anything I have to go to an EE shop to sort this out. He was asking have I got any voucher. I said to him no voucher has come only a leaflet which says in 2 days time that £10 which I have ordered when I applied to the subscription pack was taken from my bank account. 

0 Helpful
SzIstvan
Investigator
Investigator

‎25-04-2023 07:29 PM

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0 Helpful
Katie_B
EE Community Support Team
In response to SzIstvan

‎26-04-2023 08:34 AM

Thanks for getting back to us and showing us your proofs @SzIstvan. 

I have sent you a private message to help further. 

Katie