Top Up failure - credit lost...

[johnny3]

<span;>Hi, I topped up using a voucher via text yesterday evening (on day 28 of my prepay cycle, which I am always fastidious in doing), received the usual 'we are processing etc' message, and thought nothing more of it. This morning I receive a text telling me my balance is now ZERO - it seems the topup failed (the number was correct as I have applied it via 1744 this morning), and consequently I have lost over €80 credit which I had accrued in my account!!! I have screenshots which will confirm this - can you please reimburse the credit I have lost through no fault of my own. Thanks, Johnny

[Three_Stacey · Accepted solution]

Hi there @johnny3 this is not what I like to hear but I'd be happy to help you with this if you haven't already reached out to one of our customer care teams.

To investigate this further I'll need to access your account so please PM me your name, number, full address and date of birth and those screenshots too, please. 

[johnny3]

Hi Stacey, thank you for getting back to me... my details are as follows -

** Edited by Mod

I am always very careful to top up on day 28 of my cycle, so as you can
imagine I was very upset to find all my saved credit gobbled up despite
having applied my topup in good time...
I would be very grateful if you can sort this out and reimburse the €80
credit I have lost.
Screenshot attached but please get back to me if you need any more details.
Thanks, Johnny




Hi, I topped up using a voucher via text yesterday evening (on day 28 of my
cycle as I am always fastidious in doing), received the usual 'we are
processing etc' message, and thought nothing more of it. This morning I
receive a text telling me my balance is zero - it seems the topup failed
(number was correct as have applied it this morning), and consequently I
have lost over €80 which I had saved up in my account!!! I have screenshots
which will confirm this - can you please reimburse the credit I have lost
through no fault of my own. Thanks, Johnny