billing .. prepaid auto top up not working

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  • Question
  • Updated 3 years ago
  • Answered
have been registered for auto top since got my phone has worked like maybe three times .. i have to call in and have it tried now im told it just dosent work and to call my bank ... well everytime i go on autop up through self serve but now i dont recieve the 10 percent for being registered for auto tops ... NOT FAIR is nt my fault an agent cant get it to work ... some agents are great and get it to work wich i dont understand having to get it to work .. when it works...lol.. i have no issue using online or with some of your agents ... all i want is it too work so i dont have to do it manually ... cause then it would truly be AUTO TOP UP .. and i can save up my 3.50 s so i can purchase a new phone ...
Photo of Tammy Downer-Brooks

Posted 3 years ago

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Photo of Daniel

Daniel, Employee

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Hi Tammy, usually if a top-up doesn't work, we refer you first to your financial institution to make sure that you had the funds and that there was no glitch on their side. Also make sure that the addresses match. If all is good on their side, we can do an investigation on our side.

If that is the case for you, please send us an email through this link: http://koo.do/1QiECCA Please choose "Social Media" as the type and enter your log in credentials when prompted so that we can access your account. We'll get back to you as soon as possible. Thank you. 

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