topic Re: weekly allowances PAYG in Pay as you go

weekly allowances PAYG

peterg — Sat, 22 Oct 2022 09:02:00 GMT

My text allowance renewed today 74 instead of 75 records claim a text sent - it was not - has anyone had this problem before? There is not much support for this kind of dispute, there must be many.

Re: weekly allowances PAYG

James_B — Sat, 22 Oct 2022 11:27:55 GMT

Hi @peterg,

Have you checked your message history in your messaging app to see if a text could have been sent inadvertently?

James

Re: weekly allowances PAYG

peterg — Sat, 22 Oct 2022 11:36:14 GMT

I did straight away and contacted EE - it is impossible the techs say - but it is an accom**bleep**ed fact. It is on my account, it is NOT on my phones text history.

Update ti my original message -

A text was recorded as going to this number 07537 452 513 in my account 00.44 22/10/2022 it does not appear on my phone at all but was deducted from my allowance (PAYG)- thought to be a verification scam (not from Google). checked with EE PAYG @ 11.00 22/10/2022.

Re: weekly allowances PAYG

James_B — Sat, 22 Oct 2022 12:28:25 GMT

Hi @peterg,

I would expect a phishing/scam text to be sent to your phone, rather than from it.

Have you recently set up any apps or services that may have required a text to be sent to verify your phone number?

James

Re: weekly allowances PAYG

peterg — Sat, 22 Oct 2022 12:39:48 GMT

No I have not set up any apps recently on my phone or computer, though I did clear out my cookies during the last week, so I had to login again to several sites.

Re: weekly allowances PAYG

James_B — Sat, 22 Oct 2022 13:18:53 GMT

Hi @peterg,

Did any of the logins coincide with the timing of the text?

James

Re: weekly allowances PAYG

peterg — Sat, 22 Oct 2022 14:40:45 GMT

None at all, the logins wereabout 48 hours before, I would probably have been in bed when the text was "sent".

Re: weekly allowances PAYG

James_B — Sat, 22 Oct 2022 14:50:37 GMT

Hi @peterg,

I'd recommend getting back in touch with Customer Care so our Technical Support Team can take another look at this for you.

They'll be happy to help. 🙂

James

Re: weekly allowances PAYG

peterg — Sat, 22 Oct 2022 16:19:21 GMT

I only dealt indirectly with them via the PAYG team, they seem to have taken the line that this was "impossible" despite the fact that it has actually happened. I take your point that is what should have happened, but in the real world you just get brushed off.

Re: weekly allowances PAYG

James_B — Sun, 23 Oct 2022 10:35:09 GMT

Hi @peterg,

Our pay as you go team should be able to transfer you to the technical team if you ask to speak to them.

Thanks

James

Re: weekly allowances PAYG

peterg — Sun, 23 Oct 2022 12:37:38 GMT

I already have, I was advised to "contact Google" (that'll happen OK) or go to an EE store.

Re: weekly allowances PAYG

James_B — Sun, 23 Oct 2022 12:59:35 GMT

Hi @peterg,

Did they confirm it was a genuine Google verification text?

James

Re: weekly allowances PAYG

peterg — Sun, 23 Oct 2022 15:03:30 GMT

No, they did not comment on the number, that was on a site "Who called me?" which stated - there is a high probability that the telephone number 07537452513 is a verification scam impersonating Google!.

I do not believe Google are involved at all, and I know I did not send any text to that number at any time. There is no entry on my text history on my phone but fire some reason it appears on my account.

Re: weekly allowances PAYG

peterg — Mon, 24 Oct 2022 07:40:42 GMT

I was sent the following question fron a no reply email address -

If someone's reply was so helpful that it solved your issue, tap the 'solution' button. This helps others with the same query find the correct answer.

And, it'll make the person who helped you feel appreciated!

If you didn't find the perfect answer, please post a comment to let us know. It's likely that other customers, such as our Community Stars, will help you out. If they can't help, a member of the EE Community Team will.

See you in the community.

The EE Community Team

I replied before I realised it was no reply -

No I have not received a suitable answer, though I did receive helpful questions / suggestions from James_B on the support team

Regards

Peter Gordon

What is the point of asking a question from a no reply address. Irritation?

Re: weekly allowances PAYG

XRaySpeX — Mon, 24 Oct 2022 21:48:24 GMT

The point was that if someone replied & helped you to acknowledge the fact in the thread or otherwise to comment within the thread so that others may take it further. The email never asked you to reply to itself. It was a conditional statement!

Had you followed its suggestion you could just as well posted to the thread what you put in your abortive email & we wouldn't be having this discourse.

Re: weekly allowances PAYG

peterg — Tue, 25 Oct 2022 20:07:05 GMT

I wasn't going to reply, but to clarify the no reply email asked if someone's help had solved my query / problem - it had not, and also, the message is a lesson in how not to "help" a customer. Like many, I expect help to be actual help. If it helps regard my reply as a comment, I don't look kindly on someone trying to give me any kind if row / lecture.

Re: weekly allowances PAYG

XRaySpeX — Tue, 25 Oct 2022 20:19:15 GMT

@peterg wrote:

the no reply email asked if someone's help had solved my query / problem

That email never asked anything. It contained no Qs. It consisted of a no. of conditional statements followed by corresponding suggestions, all of which involved doing or not doing something in the thread.

Read it again in English.

Re: weekly allowances PAYG

peterg — Tue, 25 Oct 2022 20:29:33 GMT

It asked if anyone help, correct me if I'm wrong, but isn;t that a question? Or is just another row / lecture?

Perhaps leave the sarcasm at the door. Is that English enough?