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Credit has disappeared

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Lookout

Credit has disappeared

Hi,

On the 5th of march, I was charged 4 times for a subscription service instead of once. I paid for the service through google play/google pay using my credit. I requested my usage bill for that month and can see the charges present. I've also been in contact with google and the charges are not present on my google pay account. I have attached screenshots of both accounts showing the charges.

Here are screenshots of my bills, and I can provide account details if you need to check my bill officially.

My three usage bill:

Google Pay: https://imgur.com/2oOvbaH.png

I've been in contact with your live chat team at least 8 times they've either been absolutely useless, or the site has had issues.

 

I've also had credit lost countless times where my 28 day prepay plan has ran out, and with no warning. As a result I use all of my credit on your extortionate data prices. It's completely unacceptable that you will give me a text reminder that my plan is about to run out one month, and not the next.

 

I'm honestly getting so sick of this network and if this issue isn't resolved, I'll be changing network

1 ACCEPTED SOLUTION

Best Answer
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Lookout

Re: Credit has disappeared

An update for anyone seeking similar help.

 

It's been almost 2 months since I've posted here and still had no resolution. I get a text every once and a while saying my query is still under investigation and I'll be contacted when it is resolved. I've gotten this text 8 times so far. I have my doubts.

 

I'll be changing network as soon as I can get my phone unlocked. 48 seem to have a great deal. Gluck

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3 REPLIES 3
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3 Community Manager

Re: Credit has disappeared

@AngryDave Any of your Community Mods here will look into this for you, Dave 👌 We'd hate to lose you as a customer and perhaps, we can turn this around for you. Of course, access to your account is needed to look at the charges and possibly open an investigation on your behalf. 

About your 28-day plan expiring, while we endeavour to send texts to remind you every month to top-up, these aren't a guaranteed service. In saying that, I'd like to follow up on that too. Again, this can be done, once we have all your details in PM ( full name, number, address and date of birth) Did you know that you can schedule a top-up for every 28-days? It takes the work out of remembering to do this 😊 

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Lookout

Re: Credit has disappeared

Thanks for the reply. I have sent you a PM with my relevant details.
Highlighted
Lookout

Re: Credit has disappeared

An update for anyone seeking similar help.

 

It's been almost 2 months since I've posted here and still had no resolution. I get a text every once and a while saying my query is still under investigation and I'll be contacted when it is resolved. I've gotten this text 8 times so far. I have my doubts.

 

I'll be changing network as soon as I can get my phone unlocked. 48 seem to have a great deal. Gluck

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