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Prepaid Mobile Balance or Plan Vanished Complaint

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Complain that a prepaid mobile balance or plan vanished, with top-up receipts, dates and a request to restore it.

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Write a complaint that my prepaid mobile credit or plan disappeared. Facts I will give: provider [PROVIDER_NAME], number [PHONE_NUMBER], balance or plan before and after [BALANCE_CHANGE], top-up receipts [TOP_UP_RECEIPTS], date noticed [DATE_NOTICED], what support said [SUPPORT_REPLY].

Please have the letter list top-ups, show the missing amount, and ask for restoration and an itemised usage list. Show the arithmetic: balance before, top-ups, expected use, balance now, and the missing amount. Ask for an itemised usage history for the period, the expiry term they rely on and the date any notice was sent, and ask for credit to be restored or refunded to the original payment method.

Documents that usually matter: Top-up receipts, balance screenshots, a usage history, and the plan terms on expiry. Remedies that are usually on the table: Restoration of credit, an itemised usage list, and a note on the cause. They will often answer: They may say credit expired; reply by asking for the expiry term and the notice sent.

Write three versions of the letter for the prepaid mobile balance or plan vanished complaint, one firm, one neutral, and one final notice, about 180 to 280 words each with the same facts throughout. Deliver the finished letter plus a 50-word cover note, and next the steps to take for silence or refusal (ask support, then complaints, then the regulator), and an evidence checklist (receipts, screenshots, usage history, terms). Lodge it through their online complaint system, and download a copy of every field I entered and re-check the status weekly and log it.

Quote no statute or time limit from memory; work from [JURISDICTION] and [RELEVANT_LAW_OR_POLICY_IF_KNOWN] and nothing else, and add a line telling me to confirm the rules with a professional or consumer agency. Write it as me, an ordinary person, with no invented titles. Make it steady, civil and clear, with no insults or empty threats, use only the date in [DEADLINE], and flag what I cannot prove. This is drafting help, not legal advice.

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Dear Support,
My number 0700 555 0142 had 18.50 credit and a 30-day plan with 6 GB left on 2 November. On 5 November the balance showed zero and no plan. I topped up 20.00 on 28 October (receipt attached) and have not made calls or downloads that would use it.
Please restore the credit and plan or send an itemised usage list showing where it went. If credit expired under a term, please quote the term and the notice you sent. I would appreciate a reply by 14 November.

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