topic Re: Pay As You Go Credit Disappeared. in Archived Posts

Pay As You Go Credit Disappeared.

lolgeoff — Sat, 15 Feb 2020 20:39:46 GMT

Immediately after turning on my phone this morning I received a text from 150 stating I had £0.00 credit on my phone. As I was reading it I received another text from 150 saying thank you for choosing to move your T-Mobile phone number across to your new EE pay as you go plan. Your £15.62 credit (which is the right amount) has now been transferred. To check your new balance go to www.ee.co.uk/myaccount.

I tried to make a call this afternoon and was told I have no credit again. I rang 150 to get a credit check and it says £0.00 credit. I don't think I've been terminated as the number can still receive calls and I can also ring 150.

I believe that I moved over to EE a couple of years ago when I needed a change over to a nano sim for another phone.

Any ideas as to where it's gone anybody, or do I need to head off to the nearest EE shop?

Re: Pay As You Go Credit Disappeared.

Peter_C — Sat, 15 Feb 2020 21:18:29 GMT

Hello @lolgeoff and welcome to the community.

When did you last make chargeable usage on the phone, such as making a call to a normal number, sending an SMS?

Thanks,

Peter

Re: Pay As You Go Credit Disappeared.

XRaySpeX — Sat, 15 Feb 2020 21:26:56 GMT

@lolgeoff : What exactly does texting AL to 150 report?

When texting NUMBER to 150 what network does it say you are on?

Re: Pay As You Go Credit Disappeared.

lolgeoff — Sat, 15 Feb 2020 21:39:48 GMT

Hello Peter thanks for the welcome.

I was thinking it might be a lack of use issue as I rarely use it but I can't understand the sudden out of the blue text saying I've moved to EE. I reckon my last call was around Christmas but the number must still be "live" as I can receive calls and texts, and EE saying I need to top up before I can make outgoing calls.

Re: Pay As You Go Credit Disappeared.

lolgeoff — Sat, 15 Feb 2020 21:46:00 GMT

Hello

When I text AL I just get the current balance as of today is £0.00.

Texting NUMBER says the right mobile number and that I'm on an EE plan.

Re: Pay As You Go Credit Disappeared.

XRaySpeX — Sat, 15 Feb 2020 22:34:52 GMT

& AL said nowt about a pack or allowances?

Re: Pay As You Go Credit Disappeared.

lolgeoff — Sat, 15 Feb 2020 22:51:26 GMT

It also says last top up date and for more info on my packs, add ons or free boosts go to MyEE.

Re: Pay As You Go Credit Disappeared.

Christopher_G — Sun, 16 Feb 2020 08:12:45 GMT

Hi @lolgeoff.

Could you check your My EE account to see if you have an active pack please?

It could be that your credit has been used to fund your chosen pack.

Chris

Re: Pay As You Go Credit Disappeared.

lolgeoff — Sun, 16 Feb 2020 09:11:15 GMT

Hello Chris, it is saying I have no pack right now and is recommending the £10 everything pack. I don't need a pack that includes data, call me old fashioned but I only want to use it as a phone.

I shall go to their Bluewater shop today and see what they have to say about it. I'm not sure whether I'll get any joy from them as I'm certainly not a lucrative customer and they would not miss my custom if I walked.

Re: Pay As You Go Credit Disappeared.

Christopher_G — Sun, 16 Feb 2020 09:31:34 GMT

Hi @lolgeoff.

The EE store will have access to your account and I'm sure they'll be able to help explain what has happened and look for a suitable plan for you.

Let us know how you get on.

Chris

Re: Pay As You Go Credit Disappeared.

lolgeoff — Sun, 16 Feb 2020 17:13:27 GMT

Well I went into EE Bluewater explained the problem to a member of staff who then rang customer support for me and handed me the phone. I told customer support of my problem and she said she had heard about it earlier this morning and couldn't find any reason why my credit had been removed. She did a bit of keyboard bashing and said that it is now back to where it was, and it was.

Great service from the staff all done and dusted in about 15 minutes.

I presume that you, Chris, are something to do with EE if you are could you pass on my thanks to those involved? However because I, due to no fault of my own, was unable to contact a service operator because I didn't have the 35p credit to press that option on the menu list I had to make the journey on a wet and windy day to sort it out. Why isn't this option free to EE users?

Re: Pay As You Go Credit Disappeared.

James_B — Mon, 17 Feb 2020 09:03:35 GMT

Hi @lolgeoff,

I'm really pleased to hear your issue has been resolved and it will be my pleasure to pass your feedback over to the guys at Bluewater.

All calls to pay as you go Customer Care are charged at 25p per call.

Thanks

James

Re: Pay As You Go Credit Disappeared.

lolgeoff — Mon, 17 Feb 2020 14:10:37 GMT

Thanks James.

It's alright charging 25p a call to customer services if you have 25p credit to do so, but unfortunately EE decided to lose my credit making it impossible to question where my credit had gone. Catch 22 springs to mind.

Re: Pay As You Go Credit Disappeared.

coneygreen — Tue, 13 Apr 2021 08:45:58 GMT

I have the same problem and don't want to have to buy further credit, as once you've put my credit back, i'll have plenty on there.

Re: Pay As You Go Credit Disappeared.

Leanne_T — Tue, 13 Apr 2021 10:11:47 GMT

Hi @coneygreen

Thanks for coming to the community.

Can you text BALANCE to 150 and let me know the full reply?

Is this a new Pay as you go SIM?

Thanks 🙂

Leanne.

Re: Pay As You Go Credit Disappeared.

my_ee — Mon, 03 Jan 2022 13:34:07 GMT

My tel no. is

xxxxx xxxxxx

"Your current balance at 1307 hrs is £0.00".

However... £6.00 should be recorded on the sim

My credit (pay as you go) has sinisterly vanished. About £6.00 (..the balance of £10 originally loaded onto the EE sim.

Why is this?

Please reinstate asap. Now please.

Thank you.

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

Re: Pay As You Go Credit Disappeared.

XRaySpeX — Mon, 03 Jan 2022 14:24:23 GMT

@my_ee : Is that really the complete AL text response?