Top up

Update, I have now had to pay an extra 12€ to access, can someone please explain why 😔

Hello @Emma Pears,

Could you gently tell us the name of your plan and some screenshots without personal data to understand better.

Thank you

Hi here’s some screenshots, I don’t know why but it’s restarted my data to and I just paid for it some days ago,my account said to recharge before April first, so I did, and then after I was still getting messages to top up by April 1st.

So then April 1st arrived and they cut the plan off, even though I was advised to charge before April 1st, I don’t know why I’ve had to renew my plan after 4 days, can I please get one of the 12€ refunded?

im not sure what plan as far as I know it is pay as you go. 
 

and in the account it says I should recharge by April 26th I can’t make sense of it.

thank you for the assistance

Can’t see both payments in the screenshots maybe one didn’t went trough.

Thank you

Here is a screenshot from my bank.

Additionally, you can see the account was topped up today, the tarring has restarted, and it shows on the screenshot I sent you from today “number blocked until account is charged” then I charged again with 12€ and the number was unblocked and I gained access to the internet again.

so the payment definitely went though and was deducted.

please help 🙏🏽

I see here in the app it also shows the payment 

Thank you 
Emma

Hello @Emma Pears,
The way I see you pay March out of date so the system got confused.
You payed on 01/02 but after you pay only at 27/03.
There is a missing payment at the beginning of March, so 27/03 went to fix the issue.
Lets wait for the management team clarifies the issue of 01/04.
Thank you

Thank you, and additionally I did not understand that I am on some kind of contract to must be paying immediately, I am out of the country and I have a SIM card for Germany hence the reason I did not top up the NOS account. I bought this SIM card as it was my understanding that I pay as I go/need. 
 

Thank you for your help I will wait for an update. 
 

Kind regards

Emma