topic Re: Pre paid credit card. When do you receive it in Offers & Add-ons

Pre paid credit card. When do you receive it

Leethedude — Tue, 15 Nov 2022 11:04:36 GMT

I took a new contract out last week, do you get notified about the pre paid credit card? When do you receive it?

Re: Pre paid credit card. When do you receive it

James_B — Tue, 15 Nov 2022 13:37:44 GMT

Hi @Leethedude,

Welcome to the EE Community. 🙂

You'll receive a link to claim your virtual card via text after you've had your phone for 15 days.

Hope this helps.

James

Re: Pre paid credit card. When do you receive it

Pandurics40 — Fri, 18 Nov 2022 18:45:12 GMT

And what happened with the 15-30 days???? I'm on 15 days today and still nothing no any message and today after 2 hours phoe call the EE customer service gave me the information 15-30 days anytime ..... where is the 15-30days in the advert 🤔 😕 can you show me please?

Re: Pre paid credit card. When do you receive it

WS1995 — Fri, 18 Nov 2022 18:47:32 GMT

15-30 days. Might take up to 30 days. It's minimum of 15 days since you've had your phone but might take up to 30 days.

Re: Pre paid credit card. When do you receive it

Pandurics40 — Fri, 18 Nov 2022 18:52:41 GMT

Okay can explain 2 things for me please:

1 where is the 15-30days option in the advert or offer ????

2 This text message from EE :

Hi from EE. Thanks for your recent order which includes a digital prepaid card. This will be sent to you after your 14 day cooling off period from our partner GVS Prepaid Limited. The redeem link will be sent to the lead telephone number on the account. Please click on the link and follow the instructions. Visit www.ee.co.uk/digitalprepaidcard for terms.

Where is the 15-30days ????

Re: Pre paid credit card. When do you receive it

Pandurics40 — Fri, 18 Nov 2022 18:57:39 GMT

So??

Re: Pre paid credit card. When do you receive it

WS1995 — Fri, 18 Nov 2022 19:00:12 GMT

So it should be sent on day 15, they won't send it before hand, otherwise you could redeem the prepaid card, and then cancel your contract under the 14 day cooling off period. I'm sure someone else said they send a text to you on day 15 (to the main phone number on your account) however it might take longer. I would probably give it another day or two.

As far as I understand it's day 15 from when you RECEIVE the device, not when any order is placed. I assume you've actually had your new phone for 15 days?

Re: Pre paid credit card. When do you receive it

Pandurics40 — Fri, 18 Nov 2022 19:09:13 GMT

Yes 15 days (3/11) the 2 pho e was in my hands... the problem is you give us the false information....someone say 100% after 15 days so today .......someone told me and booked the phone call for me on the 15 days if I'm not get the message she will sort it out,,,nobody called me and if called the customer service She is gave the full different information like someone else and the customer service asked me Who was what Her name....joke you know my name ????.....

If I'm asked after 1:45 min why the customer service told me someone call me and sort it out....no answer

The main answer was : I don't know

Anytime

New information:15-30days but few hours ago you (EE) told me 100% on 18th because today is tha days 15 .

And I'm still asking WHERE IS THE 15-30 DAYS IN THE OFFER AND WHY I HA E 5 DIFFERENT INFORMATION??

Re: Pre paid credit card. When do you receive it

WS1995 — Fri, 18 Nov 2022 19:16:56 GMT

In case you hadn't noticed... I don't work for EE, I'm a customer.... so I'd appreciate less of the tone. I'm giving up my free time to help other EE customers like everyone else on this forum.

I assume this new phone is the MAIN number on your EE account? The first (or only) contract you signed up with? They send the text to the main EE number on the account. So for myself I have 5 EE plans so if I were to sign up for this deal it would go to the main one of my 5 account numbers.

It says 15 days from what I saw but I believe I saw other people mentioning "up to 30 days". Hence my previous response.

I assume where you are you have signal, and that you have tried power cycling the phone? On occasion I've not received texts that I know someone has sent me, and upon power cycling the phone they've come through all at once.

Re: Pre paid credit card. When do you receive it

Pandurics40 — Fri, 18 Nov 2022 19:29:16 GMT

Not your fault.

appreciate less of the tone????? Which tone honey if everyone say the different information ????? And Ivha e a messages as well phone calls as well with the all department.and yes this my main number but they sad to me I will ha e the 2 messages on the both phone today 100% so that is lying 🤥

And still nobody informed the customers about the waiting time how we can know if the Messages on my main phone says after 14days cooling off period.? False information. And poor customer service

Re: Pre paid credit card. When do you receive it

Pandurics40 — Fri, 18 Nov 2022 19:33:59 GMT

One more things. I'm already ha e the conversation time and date so they have to check back . I have a screen shots from the messages from EE and I'm ha e the offer copy ...maybe they will be listening Financial Ombudsman Service (FOS):

Email - complaint.info@financial-ombudsman.org.uk

Not the money on the card is the main problem .only false Informations and the customers just waiting wothout proper answers.

Re: Pre paid credit card. When do you receive it

WS1995 — Fri, 18 Nov 2022 19:43:43 GMT

I got the impression you thought I was EE Staff and were moaning at me. Given I am giving up time to help people I don't take kindly to it.

To be honest, I'm not entirely familiar with this but I am aware of the offer, and from what I've seen it says you SHOULD receive a text on day 15 AFTER you receive your device. However I'm sure I've seen somewhere and someone else said it might take up to 30 days.

I would assume this text is a fully automated process by EE to distribute the prepaid cards but I wouldn't know for sure. You state they are "lying" but sometimes things go wrong.

It's not fair to brand a company or a person a "liar" because they said something and it didn't happen, when you don't know if there's a technical reason or other reason behind it. I've seen a few other people asking about when they will receive their prepaid cards so it's clearly a popular offer, so perhaps there's some issues with it. From what I've seen of the forum posts you are the only person I've seen that hasn't received their card on day 15.

Alas as long as you have met the criteria, and pay your EE bill on time and don't cancel the contract they should send a prepaid card out to you via text. I don't know when this will be as I'm not an EE employee.

I think you are misunderstanding the cooling off period point.

Online orders placed for purchases ARE subjected to different legal terms when it comes to refunds/cancellation of contract, this is why EE gives a 14 day cooling off period because it is mandatory in law as it is "Distance selling" as you have not physically seen the device/item you are buying.

EE Will send the pre-paid card registration link via text on day 15 because the cooling off period then ends. So you cannot then take the card and cancel your contract (which would be a form of fraud), as your contract is then live and the cooling off period has expired so you would have to stick with the contract or pay massive termination fees to get out of it.

It's different to buying a device from a store in person, there is no such 14 day cooling off period required by law for in-store purchases, although EE may offer one if they wish to. Any sales made in physical stores (i.e Tesco, Sainsbury's etc) are essentially "Final" and the merchant does not have to accept a return or issue a refund UNLESS the product/item is faulty. Why? Because you've been into the store and been able to physically see the device you are buying, and therefore there is no obligation for the merchant, in this case, EE, to refund you or replace the item if you change your mind, unless the item is faulty.

Re: Pre paid credit card. When do you receive it

Pandurics40 — Fri, 18 Nov 2022 19:59:56 GMT

Yes it's true but if someone tell me on The phone the time and someone tell me no worries today will be the day (15) you 100% receive the 2 sms and will call me back today about the sms and if not received the 2 sms will be sorting out. THEY SAD TO ME IN TO MY EAR ! and you sad :

EE Will send the pre-paid card registration link via text on day 15 because the cooling off period then ends. I DONT HAVE ANY MESSAGE ON MY ANY phone .I think you little bit frustrated...Who moaning with you? And yes if someone say something and next day nothing happened and of I'm call them they say no any note in my account that's is the Lying or if not what? They promised me 3 times .

Re: Pre paid credit card. When do you receive it

James_B — Sat, 19 Nov 2022 09:10:48 GMT

Hi @Pandurics40,

As you have had your phone for over 15 days, you should receive your redemption text very soon.

They are sent automatically 15-30 days after your phone.

James

Re: Pre paid credit card. When do you receive it

alistair18nz — Mon, 21 Nov 2022 09:13:06 GMT

Hi could someone please advise on me what to do, it’s been 18days and still not had a text with the code for the pre paid credit card? I’ve spent hours on and off the phone with EE and they keep going the same route telling me to contact rewards team which they are unwilling to help as they don’t have my details, what should I do??

Re: Pre paid credit card. When do you receive it

Christopher_G — Mon, 21 Nov 2022 09:16:39 GMT

Hi @alistair18nz

As @James_B said, the texts are sent out 15-30 days after you receive the phone. The text should be with you soon.

Thanks for your patience.

Chris

Re: Pre paid credit card. When do you receive it

alistair18nz — Mon, 21 Nov 2022 09:24:20 GMT

Ok thank you. They said they sent text but unable to locate it. I’ll wait till the 30days have gone. Thank you for advise

Re: Pre paid credit card. When do you receive it

Mellie_M — Sun, 27 Nov 2022 17:58:25 GMT

I've activated the card now can't find it, where is the information for the card located?

Re: Pre paid credit card. When do you receive it

Katie_B — Mon, 28 Nov 2022 08:03:01 GMT

Hello @Mellie_M.

Your card will be sent out via first class post, in the name of and to the address used when registering for the card. You will be advised of your PIN upon activating your card.

Katie.

Re: Pre paid credit card. When do you receive it

Pandurics40 — Mon, 28 Nov 2022 08:33:07 GMT

Yeah specially if the Card is online pre paid. You will never get Any plastic card because you can only spend over the phone or online payment . No card