topic Re: Money Disappearing from my EE Top- Up Balance in Archived Posts

Money Disappearing from my EE Top- Up Balance

iapennell — Thu, 08 Aug 2019 13:11:06 GMT

Hello. My name is xxx xxxxxxx and I am new to this Forum. I have a Pay As You Go account with EE on my Apple I phone IS and have made very few calls over recent months. However, it has twice happened to me that I top up the balance on my phone- firstly with £30 and then next month £20 and the same has happened on each occasion: A few weeks later I get a message on my phone saying that I have only 50 pence worth of credit.

I spoke to a lady on the EE Chat network to report this, she told me that it was something to do with anti- virus (or something like that); I cannot remember the exact details as this was about a month ago: Either way, I was persuaded that the money being siphoned out of my account was for a vital service.

I got my mobile phone replaced in March but have kept the old number (the previous phone was a little Nokia that had no facilities to take pictures, connect to Internet, etc.). Before that time I had no problem, I could put £50 on my phone and I knew that it just went on phone- calls and texts. Now, I see that the money I put into my phone gets siphoned off (I live at home and my parents pay for Internet).

I would like to be able to control and see what goes into and out of my mobile phone balance (and for what purposes). I don't remember buying Anti Virus Security for my phone when I got this changed in March. If I put money onto my phone I want that to be reserved for making phone calls, texts and the like- its why I have a Pay As You Go so I can control what I spend. I would like (if possible) to pay for anything else (should I decide to) from my bank- account from where I get an itemised statement each month!

Any suggestions as to how I resolve these matters quickly. I have not been using my phone for calls or texts (I cannot even check my Voicemail as that costs money) because I have- understandably- not been topping up my phone for a month!

xxx xxxxxxx

(xxxxxxx)

[mod edit: please do not post personal information on the public board. Thanks!]

Re: Money Disappearing from my EE Top- Up Balance

XRaySpeX — Thu, 08 Aug 2019 12:30:35 GMT

@iapennell : All EE PAYG SIMs come primed with a recurring Pack of allowances ready to bought out of your PAYG credit as soon as it is sufficient. Your top-ups went to buy this Pack.

By texting AL to 150 it should show you the Pack you have bought with your credit & how much you have left from your allowances until its expiry date.

Text STOP PACK to 150 before you next top-up & you can use the SIM as normal PAYG at standard per-unit rates.

Re: Money Disappearing from my EE Top- Up Balance

Leanne_T — Thu, 08 Aug 2019 14:32:31 GMT

Hello there @iapennell

Thanks for posting on the community.

I have sent you a private message on here for some details 🙂

Leanne.

Re: Money Disappearing from my EE Top- Up Balance

iapennell — Thu, 08 Aug 2019 23:29:03 GMT

@XRaySpeX

Thankyou for your helpful advice. I will try this out and see what happens. Hopefully that means i will be able to top up my phone without worrying about the credit mysteriously vanishing!

Re: Money Disappearing from my EE Top- Up Balance

XRaySpeX — Thu, 08 Aug 2019 23:30:42 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance.

Re: Money Disappearing from my EE Top- Up Balance

literatiparty — Thu, 20 May 2021 01:59:48 GMT

The same thing has been happening to me! I'm currently out of the country but have topped up my account from time to time and each time I return, the amount I topped up is gone and the balance is down to £0.36! Can you tell me if this problem has been resolved for you and what you did to stop this mysterious disappearing balance?

Thank you!

Re: Money Disappearing from my EE Top- Up Balance

XRaySpeX — Thu, 20 May 2021 03:39:24 GMT

@literatiparty : You've been buying your SIM's pre-primed pack with your PAYG credit. You've never stopped it auto reoccurring. Have you read the Solution to this thread that you tagged onto?

Re: Money Disappearing from my EE Top- Up Balance

literatiparty — Thu, 20 May 2021 03:50:17 GMT

Auto-recurring was stopped but that hasn't stopped the disappearing credit. Yes, I did read the "solution" and posted my reply because my problem continues with no answers from EE.

In fact, this seems to be a common occurrence as this article makes clear: https://www.thisismoney.co.uk/money/experts/article-3563717/My-EE-pay-credit-keeps-vanishing-no-reason-mobile-giant-won-t-explain-why.html

Clearly this is a known problem with EE and they have not provided any explanation to their customers about why this is happening. Some have managed to complain and get their money returned but without any explanation about why it happened. It sounds like an unscrupulous business practice by the company which probably brings in lots of extra money to the company.

Re: Money Disappearing from my EE Top- Up Balance

James_B — Thu, 20 May 2021 06:49:26 GMT

Hi @literatiparty,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to check why your credit has been debited if you get in touch.

Thanks

James