In early December my 84 year old dad went into a high street store and managed to top up his mobile account by £20 using his e-Top card. Trouble is, his account expired 02/12/2016 as he hasn't used it for 365 days and didn't read the expiry warning text messages.
I spoke to an American-based CSR and they say it's impossible to top-up an expired account and he should go back to the store and ask for a refund. He's got no receipt or recollection of the date, other than it was WH Smiths, he's adamant that the transaction went through successfully and the store took his money.
He's really keen to either get his sim working again or his money back.