"Stop pack" text ignored

[nmawer]

I left the UK on October 4th and sent a "Stop Pack" from my phone to cancel my pack. I now see that the Pack was renewed on Oct 13th despite me cancelling it.  How do I get the refund?

[James_B]

Hi @nmawer,

Welcome to the EE Community. 🙂

Were you in the UK when you sent the text?

Did you receive a response?

James

[nmawer]

I spoke to CS who said it should have been
stopped and that the £18.00 would be refunded to my debit card.

Unfortunatley it has been refunded to my EE
credit account, which I do not want, thus opening
a whole new can of worms... Currently under investigation.

It appears that the to 150 should be
in upper case, which is not mentioned anywhere in
the instructions. I sent it in lower case....

Thanks for your help

Noel

[James_B]

Hi @nmawer,

The text command should still work when typed in lower case.

Were you outside of the UK when you sent it?

James

[nmawer]

Interesting.. The CS rep said it had to be Upper Case... I
definitely didn't work, not did my command. I have just
spoken with CS and hope that is now all sorted, I think,

I was at Heathrow when I sent the 150 commands - I guess that is
still UK? (Hah!) - so it should have all worked just fine. It's not
the first time I have done this...

Thanks

Noel

[James_B]

I'm happy to hear you've got it sorted @nmawer 🙂

James

[XRaySpeX]

We tend to write the text words in Upper Case here to make it stand out when advising peeps but in fact they may be in either case or even mixed.

[nmawer]

Thanks for that clarification - makes sense, and makes sense that the
150 command is not case sensitive...

Noel