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Why did I have to pay twice to set up my SIM only plan?

Brennandinho
Investigator
Investigator

‎14-11-2022 10:31 PM

I went online and ordered a SIM and bought the £20 bundle and paid and SIM sent. When I went to activate it it said I had no balance so paid another £18 when I set up my DD. Am I missing something here? Only place I know where to ask since joing EE. I've paid £38 for £20 bundle so far and the app and website keeps saying I have no data etc. What's going on or is it me? Thanks for any help as I'm baffled. 

5 REPLIES 5
XRaySpeX
Grand Master
Grand Master

‎14-11-2022 10:38 PM - edited ‎14-11-2022 10:43 PM

Could your credit have bought your Pack?

What does texting AL to 150 from it fully report verbatim (it is free)?

You are not paying for PAYG with a Direct Debit. It's a continuous Direct Card Payment against your bank card.

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)
0 Helpful
Brennandinho
Investigator
Investigator
In response to XRaySpeX

‎14-11-2022 11:05 PM

Your current balance as of today 22:32 is £10.00. You have unlimited minutes, unlimited texts and 69.6GB remaining until 12/12/2022 for your £20 Pack. Your remaining data includes of rolled over data. Your last top up was £10.00 on 11/11/2022 at 22:30. 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

That is what it says verbatim. (got 70gb for price of  30gb) so showing the two dates I made the deposits. The £10 is the bonus and would still only account for £30 of the nearly £40 I've spent. (£2 discount for setting up recurring payments) 

 

 

Brennandinho
Investigator
Investigator

‎15-11-2022 11:34 PM

No reply on posting the info asked for. Still none the wiser. Is this how you have to get customer service here on EE? 

Jon_K
Former EE Employee
In response to Brennandinho

‎16-11-2022 08:13 AM

Sorry to hear this, @Brennandinho.

I'd recommend contacting our Customer Care team so they can see where this credit has gone. You should of only needed to pay £20 for the pack.

Jon

0 Helpful
Brennandinho
Investigator
Investigator

‎16-11-2022 02:22 PM

Dude they don't make it easy to contact them but thank you for your help. 

0 Helpful