Three Super Surfer 20 Euro Top Up Split

[Tristan_22586]

Hi 

I recently got the Super Surfer 20 Euro Plan. 

I got a message saying that I needed to top up by 20 euro to keep my plan active. I topped up in 2 payments, one of 15 euro and one of 5 euro. 

I then kept getting messages reminding me to top up but I ignored them because I had 20 euro credit so through was fine. Anyway eventually I got a message that my balance was low and I needed to top up. When I looked, my balance has been reduced to 0. I have now paid the 20 euro to reactivate my plan but I have lost 20 euro that just disappeared?

Please can this be looked into. 

[Three_Niall]

Hey @Tristan_22586 thanks for posting here, as you didn't top up by €20 in one transaction you wouldn't have activated your plan and instead you topped up twice adding a total of €20 to your balance which would have been used on out of bundle charges. 

When you top up by €20 in one transaction the credit is used to purchase the plan and the credit doesn't remain on the balance to be used as well as the allowances however pop through to me here on PM along with your full name, mobile number, address and date of birth and I can check the account for you.