Balance automatically spent while I’m already topped up

[Baz112]

My prepay plan is €20 a month. I topped up by this amount, but needed to buy an add-on for roaming. When I added €40 to buy this roaming package, my balance went straight down to €20, even though I already had paid for my monthly plan? Received two “thanks for topping up” texts. Need the €20 back to buy my add-on. Any help is appreciated 

[Three_Niall]

Hey @Baz112 , I'd be happy to help you here. When you are on a €20 prepay plan, once you top up the €20 is deducted to activate the plan so I would recommend topping up by less than the activation amount to have it added to your balance. 

I'd love to see what I can do here for you so pop through to me here on PM along with your full name, mobile number, address and date of birth and I can look into this further.