Closed Smart load disappeared

[xerces8]

3 days ago I loaded 1000 PHP with eLoad to my prepaid SIM.
A few minutes later I checked the balance and received an SMS saying I have 1000 PHP more load than before.
Then I tried to register a promo package and received an SMS saying I don't have enough load. (the promo price was about P700)

Later I checked the balance again and now it says I have only what I had before adding 1000 PHP. So the P1000 just vanished.

I tried to contact customer support, but apparently that is not that simple
What can I do? Go to a Smart store?

 

[donteatmeat]

hindi na bago ang kain load sa mga provider natin.
tawag ka nalang sa customer service *888 ata yun explain mo nalang pati yung exact time na nagload ka.

my bad
to call customer service hotline just dial *888 on your phone or go to the nearest smart service center.
business hours i think 7AM to 7PM
mall hours 11AM to 10PM or 10AM to 10PM? not sure.

 

[xerces8]

English please, I don't understand that.

 

[VirtrokitPH]

English please, I don't understand that.

Use Translator ;v ;v

 

[alzephix]

if you have a friend/someone you know who have a retailer sim.. asked him/her to call customer care hotline for retailer.. and tell them your concern.. most of the time, based on my own experience, they act faster than normal cch

 

[xerces8]

Exact time of load :
18.2.2019 01:27 (AM)

 

[xerces8]

to call customer service hotline just dial *888 on your phone

That just leads to a system of menus, where at the end it asks for some service ID number that I don't have.

 

[xerces8]

Ups, the next option in the menu was a support call. It went well. Although they still didn't resolve the problem.

Also: if I register a promo before the old one expires, are the amount of the old one carried over and added to the new amounts?

So if I have a promo (like GIGASURF) with 4GB data, use up 3 GB and have 1GB at the end and I register a new promo with 2GB, will I then have 3GB (old 1GB plus new 2GB) or just 2GB?