Top up not showing on account

[Jess021]

I topped my phone up online this morning had the confirmation email but when I have gone to choose my “pack” it’s saying I haven’t got any money on the account. I have text AL and current balance is £0, I have checked my bank and the money has left my account. My new pack hasn’t started either as I can’t make calls/text messages or do annything using the data.

I keep getting texts telling me to top up £10 to get my pack. Does anyone have any ideas of where this £10 might have gone and how I get it back to get a pack, normally I wouldn’t be bothered and would just pay another £10 but I’m skint so can’t waste money like that. 
thank you ☺️ 

[James_B]

Hi @Jess021,

Welcome to the EE Community. 🙂

Is the payment showing as pending in your online banking app?

James

[Jess021]

Yes it is 

[James_B]

Hi @Jess021,

If it is still showing as pending, the payment must have failed.

Your bank should return the pending payment to your balance soon.

James

[Jess021]

It has left my bank and is no longer pending the money has left my bank account and still not showing on my account I have tried to contact we by calling and the phone keeps getting cut off 

[James_B]

Hi @Jess021,

What reply do you get if you text BALANCE to 150 now?

James

[11111nynx]

Its taken my £10 but my balance is still 2.60? it used to be 2.80??

[Leanne_T]

Hi @11111nynx 

Thanks for coming here 🙂

Can you text BALANCE to 150 and let me know the full reply? 

Leanne.