Bolt-on problems/extra data charge

[#1]

I run out of data while roaming (in EU).

Sent a text to buy a 250M bolt-on for £2.

Got an automated text back to confirm by texting YES (and do so within 2 hours). Sent the confirmation.

Nothing happened.

A few hours later, checked my account online, the bolt on wasn't applied. Called customer service.

£1.50 charge on my account for using 7M of data (when checking the account).

Customer service activated the bolt-on and agreed to waive the £1.50.

£1.50 still on my account.

Can somebody from customer service rectify that please (and it would be good to know why the bolt-on didn't work).

Thanks.

[#2]

Hi @pkw!

I am so sorry to hear that the SMS Bolt-On wasn't successful, I can completely understand any frustrations with this.

I will be more than happy to have a look into your account to get the £1.50 cleared today, but will need to whiz through some security to do so and I cannot do this over a public forum. For this reason, could you please send me a PM and we will get the ball rolling on getting this sorted for you

Thanks!

[#3]

Thank you, will send PM now.