topic Re: Add on 1GB and did not getany in Get Support

Add on 1GB and did not getany

Dawn24 — Thu, 06 Jan 2022 08:28:20 GMT

Hi,

Added 1GB to my account. All went through but the $15 never showed up on my account but my credit card was charged. I had to add another $15 to get my 1GB.

How do I get the first $16.80 (inlc tax) back ?

dawn

Re: Add on 1GB and did not getany

JK8 — Fri, 10 Sep 2021 16:08:33 GMT

@Dawn24

Buying an add on is a 2 step process. You put money on the account and then you need to go back in and make the purchase. Can you confirm your cc was charged twice. If yes, is the extra payment sitting in Available Funds in self service?

Re: Add on 1GB and did not getany

Anonymous — Fri, 10 Sep 2021 16:11:11 GMT

@Dawn24 : Is it possible that you're on the $15 plan and that your account had just suspended and so that first payment renewed your plan? What is the pay before date up top now?

Re: Add on 1GB and did not getany

hTideGnow — Fri, 10 Sep 2021 16:13:11 GMT

@Dawn24 are you sure the "extra" $15 is not sitting as Available Fund ?

Can you send us a screenshot of the Transaction History and maybe we can find out what was wrong and where the money was.

Re: Add on 1GB and did not getany

Anonymous — Fri, 10 Sep 2021 16:13:53 GMT

@Dawn24

sign in to Self-Serve, to review your account, if you found at Available Funds: $ ? has the amount left,
leave it for next bill cycle the will take it from there automatically,

or Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link to get started.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link.
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
Check your private message inbox (click on the envelope top right of your screen)

Good Luck

Re: Add on 1GB and did not getany

Dawn24 — Fri, 10 Sep 2021 16:15:06 GMT

The first charge did not show up in Available Funds. S I did a 2nd one which show up right away.

Re: Add on 1GB and did not getany

hTideGnow — Fri, 10 Sep 2021 16:19:14 GMT

@Dawn24 It might be a browser issue or it might just take time

If you don't mind to let the fund sit there, it will be used for next cycle renewal. Especially if your cycle is coming up soon, it would be a good choice as refund might take a week or more

Re: Add on 1GB and did not getany

Anonymous — Fri, 10 Sep 2021 16:19:36 GMT

@Dawn24 : What plan are you on and what is the pay before date up top now?

Re: Add on 1GB and did not getany

Triguy — Fri, 10 Sep 2021 16:20:32 GMT

You need to add it to your account.

To purchase Add-Ons using your Self-Serve account, follow these steps:

Click on ‘Purchase Add- Ons’ on the Overview tab and scroll down to the Add-On calculator.
Click the plus sign (+) to add and the minus sign (-) to remove selected Add-ons.
When you’ve added all your desired Add-Ons, click ‘Buy Add-Ons’ or ‘Make a Payment’ below the calculator:
- You will see ‘Make a Payment’ instead of ‘Buy Add-Ons’ if there are not enough funds in your account to make the purchase.
- If you don’t have sufficient funds to purchase the Add-Ons, you will be asked to make a one-time payment equal to the price of the Add-On, less your current available funds. Click ‘Submit’, then ‘Go back’: now the button below the calculator will say ‘Buy Add-Ons’.
Select ‘Confirm my purchase’, and you’re off to the races!

Re: Add on 1GB and did not getany

Dawn24 — Fri, 10 Sep 2021 16:31:41 GMT

Yes the first $15 not in Available Funds. Did it Sept 8.

2nd did show up so I could the extra data I needed.

So I'm short $15

Re: Add on 1GB and did not getany

hTideGnow — Fri, 10 Sep 2021 16:33:59 GMT

@Dawn24 Sorry, I am lost. So, you bought the Add-ons now, right?

What is showing as Available Fund now?

Also, can you check the Transaction history and see if it recorded the first $15 you put int?

Maybe share the screenshot if you don't mind

Re: Add on 1GB and did not getany

hairbag1 — Fri, 10 Sep 2021 16:34:44 GMT

@Dawn24...when did your regular plan, last renew ? Maybe the renewal process took your initial $15.

Re: Add on 1GB and did not getany

Anonymous — Fri, 10 Sep 2021 16:35:50 GMT

@Dawn24 : This is why I often say a picture's worth a 1000 words. It answers most of the questions we all ask. Any chance you'd like to post a screenshot of your overview page and maybe even your transaction history from here (not payment card) so that we can see what all has gone on and what you have. Blank out personal info of course.

Re: Add on 1GB and did not getany

Dawn24 — Fri, 10 Sep 2021 18:45:58 GMT

edted by computergeek541: removed screenshot

Please do not post pictures containing your account information.

Re: Add on 1GB and did not getany

Anonymous — Fri, 10 Sep 2021 16:39:48 GMT

@Dawn24 : Ok then. Down in your My Data & Add-ons do you see the line saying 1GB something or other? Then over to the right does it show xxxx / 2048 ?

Re: Add on 1GB and did not getany

AE_Collector — Fri, 10 Sep 2021 16:53:27 GMT

Certainly looks as though you added $15 and successfully bought the 1GB add on then the next day you did the same again. So you likely have 2GB of data now.

AE_Collector

Re: Add on 1GB and did not getany

Anonymous — Fri, 10 Sep 2021 17:05:22 GMT

@Dawn24 : If you know your 4 digit PIN, can you dial 611 and check your data usage? It would tell you how much is left. So with that pic indeed you paid for 2 - 1GB add-ons and appeared to get 2 in your payment history but you're only showing 1GB.

Maybe also log out and try a different browser to see if it shows up. Maybe also click down into Plan Details and see what all shows up there.

Re: Add on 1GB and did not getany

t_p — Fri, 10 Sep 2021 17:07:28 GMT

@Dawn24 wrote:
As I said the $15 first were registered but no 1 GB was selected since the funds did not show up??
Sept 9 it worked. Only have 1GB add on. See pic:

Is there $15 sitting in your Available Funds right now?

Re: Add on 1GB and did not getany

hairbag1 — Fri, 10 Sep 2021 17:14:49 GMT

@Dawn24....

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
Check your private message inbox (click on the envelope top right of your screen)

Good Luck....😆

Salute to @Anonymous

Re: Add on 1GB and did not getany

Anonymous — Fri, 10 Sep 2021 17:12:33 GMT

@hairbag1 : Couldn't clean up the wording? 🙂