Huge chunk of credit gone despite unlimited plan

[Add_10779]

Hi,

Can someone please help / get in touch about this please? I'm on the 20per month unlimited plan. 

Despite this unlimited feature, a chunk of my credit (around 130e) has been used between the 9th Nov to date. If I'm on unlimited, can someone check how this is happening? On Dec 7th I got a message saying my topup worked, then on the 8th another message saying the plan expired and i needed to top up to get back on it. 

Same on Nov 9th. After the confirmation message of my top up I received a following one about the plan expiring. Perhaps you have it so the topup is scheduled incorrectly and the plan is never kicking in and it's costing me credit? I did have an issue with this earlier in the year and someone said there was a glitch in the system that was fixed but perhaps the fix hasn't properly worked...

[Three_Niall]

Hey @Add_10779, sorry that this post is only being responded to today however I'd love to have a look into this for you. If you are on a €20 prepay plan then you would not be an unlimited plan. Have you tried to check your detailed usage to see where you have spent the credit?

[Add_10779]

Hi Niall,

That would be weird because I've been on this 20 unlimited plan for absolutely years. And every month I receive a message after I top up that says "Enjoy your All you can eat data to use in ROI, unlimited three to three calls, unlimited text messages & 19GB EU data for 28 days". Below is the plan listed in my account which looks to just be different as it says 21GB data. And also it says unlimited on my data here and I've definitely never gone over 19-21GB (this month's one just gave me a 2GB warning earlier):

 

I also don't know how to interpret the amounts here. Can you advise? 

[Three_Niall]

On the 3Prepay plan the allowances above would include Three to Three Calls, unlimited texts to other networks and, unlimited data within ROI and then the 21GB allowance of data would be applicable when you are roaming in the EU.

The reason I am advising that this plan isn't everything unlimited is because calls to other networks, landlines or calls and texts to premium rate services would not be included.

The screenshot provided is the list of when your credit is due to expire if the credit has not been used within 180 days. To view how you have spent credit from your balance you would need to go to "My Account" then select the "Detailed Usage" tab and in here you can view your charges for calls, texts and data.
 

[Add_10779]

Thanks Niall, I checked the detailed usages tab there. Looks like no charge for texts or data in last few months. And only a small charge for calls (landlines). Nowhere near the amount being taken away from me as per the screenshot in the first post. Could you please check that out? My phone use behaviour hasn't changed much at all these last few years but now all of a sudden the credit is shooting down by that huge number. 

I did do a couple of charity contribs via 50300 Likecharity but again, nothing that big.

[Add_10779]

Just to show. These are the call amounts from the same period that the balance went down by about 90e

[Three_Niall]

@Add_10779 I'd love to look into this further for you however I will need you to pop through to me hee on PM along with your mobile number, full name, address and date of birth and we can look into the account further with you.