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Wrong pack bought automatically

JensA15
Investigator
Investigator

‎07-07-2023 09:02 AM - last edited on ‎07-07-2023 09:08 AM by EE Community Moderator

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[Mod edit: Image rejected due to it containing private information.]  

Hi, I’ve just bought a £15 top up after I  had just apparently moved to a £15 pack, however when I redeemed the top up, a £10 pack was still automatically bought. I bought the top up in store with a card and still have the receipt. 

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3 REPLIES 3
Leanne_T
EE Community Support Team

‎07-07-2023 10:43 AM

Morning @JensA15 

Thanks for coming to the community. 

Did you text STOP PACK to cancel the existing pack you have? 

Thanks. 

Leanne.

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JensA15
Investigator
Investigator
In response to Leanne_T

‎07-07-2023 10:52 AM

No I didn’t, I just tried to swap the packs over by doing what I did in the screenshots, and I assumed it would work as it said the £15 pack would automatically renew after I topped up £15 before I even added the money, so it should’ve worked, the screenshot for that was removed. I wasn’t aware I had to message STOP PACK if I had to.

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Leanne_T
EE Community Support Team
In response to JensA15

‎07-07-2023 11:03 AM

I would suggest giving us a call on 150 @JensA15 

Our Pay as you go care team will be happy to help see if they can sort this for you 🙂

Leanne.

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