Top up problems

Bmwdriver11 · ‎22-10-2023

I topped up my daughters phone with £10.00 on line , the money came out of my account, and i had an email to say it was succesfull but uts still saying she only got £2.60 on there?

XRaySpeX · ‎22-10-2023

Could her credit have bought her Pack?

What does texting AL to 150 from her 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 (no landline number)

Bmwdriver11 · ‎23-10-2023

Hi, ive had a similar issue, i topped up with £10 and with £5 and both did not work. I was still left with £2.60. I went to ee shop and they were no help and said i had to ring 150 and speak to customer services . It took me 20 minutes wauting to get through and the agent was nit able to help. He didnt have a solution, and just said that he can see the top ups his end and to try turning phone off and on and texting balance to 150, nothing worked and he wasnt able to help. Im furious . 😡

Leanne_T · ‎23-10-2023

Hi @Bmwdriver11

Thanks for coming back to the community.

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

Leanne.

Bmwdriver11 · ‎23-10-2023

It was still the same amount of £2.60 in the reply to balance. Still not
updated

Leanne_T · ‎23-10-2023

Hi @Bmwdriver11

Does the reply show any allowance details?

Leanne.

Bmwdriver11 · ‎23-10-2023

I topped up my daughters phone, i topped up £5 on 4/10/23 which did not
work, i went to shop, they did not help, i phoned customer service 150 on
and he wasnt able to help , i turned phone off and re started it, but it
was still £2.60 i texed BALANCE and the reply was your current balance as
if today 18:51 is £2.60. The voice mail on 150 also says the same. My
daughters number is +************
Any help you can give me would be greatly appreciated as i dont know what
else to do?
Thanks amanda ****

[mod edit: personal details removed from the forum]

Leanne_T · ‎23-10-2023

Hi @Bmwdriver11

I am sorry we have no account access on the community. Please try calling us again on 150 from the phone and the team will get this looked into in more detail for you.

Leanne.