my top-up unsuccessful

[2000ally]

24th Nov,    I  top-up  10 pounds,  but found that it has not been added to my account.  

[Peter_W]

Hey @2000ally.

Welcome to the EE Community 😊

Could you please let me know a bit more about how it was you topped this up?

Also was this a brand new SIM, or one you've been able to top-up in the past?

Peter

[2000ally]

hi,  Peter

  Thank you，

   I have been topped-up  10 pounds twice in the past, successful .    2nd Oct and 9th Oct. 

  but  24th Nov，about 4am,   I top-up 10 pounds to my account,   the bank SMS shows that  the deduction has been made, but the ee account shows  the funds have not been  received. 

[XRaySpeX]

What does texting AL to 150 from your no. fully report verbatim (it is free)?

[Rhemo91]

I have also topped up by £10, and the money has left my bank account, but I still don't have data on my phone, over 2 hours later.

[Katie_B]

Hi @Rhemo91. 

Thanks for coming here. 

If you text BALANCE to 150 what reports back?

Speak soon, 

Katie