Missing top-up on T-mobile PAYG

p1an0player

Hi, I tried to top up £5 on my T mobile PAYG phone one night.
As it didn't immediately credit I tried again to top up £5.

I have checked bank account and PAYG accounts statements online; my debit card had two lots of £5 taken but the PAYG account was only topped up by £5.

Has anyone else experienced this? Will it get sorted automatically when they do an audit?

Not sure what to do bearing in mind I'm not keen to spend half an hour on the phone explaining it and then having to submit paperwork to prove it.

reehsetin

where did you get the top up?
they will probably ask for proof you really need to talk to them, waiting to see if it sorts it out itself should be ok they will be able to see that only £5 has gone on your account

if you got it from a 3rd party like you topped up in boots may make it more difficult so speak to them asap

p1an0player

Thanks
I topped up through the interactive menu on the phone, which is like topping up by text

below24

You should contact your network and tell them you have checked your bank statement. They should be able to refund you.

netwalker

One of my friends has experienced the same case, but I do not know if she has got a refund.

ka7e

My son has experienced this, 4 times in the past month he appears to have topped up twice in the same day. Apart from his bank statement he has no evidence to say he wasn't just a heavy user. Is there any comeback? He topped up by the interactive method too.

p1an0player

ka7e wrote: »

My son has experienced this, 4 times in the past month he appears to have topped up twice in the same day. Apart from his bank statement he has no evidence to say he wasn't just a heavy user. Is there any comeback? He topped up by the interactive method too.

so did he consciously top up twice in the same day? or was one transaction debited twice?

in my case the former applies

reehsetin

ka7e wrote: »

My son has experienced this, 4 times in the past month he appears to have topped up twice in the same day. Apart from his bank statement he has no evidence to say he wasn't just a heavy user. Is there any comeback? He topped up by the interactive method too.

he needs to speak to t-mobile asap and stop using that way to top up

lawbunny

Phone T-Mobile (150 from your phone) and explain this to them. They will do a search with your debit/credit card details to make sure the payment has not gone astray on the computer system. If it has, they can apply it to your account. If not, they will require you to fax over a copy of your bank statement showing the second withdrawal; then they will refund or apply it to your account.

Bear in mind, however, that sometimes if an attempt is made to take money from your bank account, the money gets frozen and shows as a transaction, but then gets reversed and returned to your account after a few days.