topic Re: £26 balance on 10th July vanished without any usage. I am new to EE in Pay as you go

£26 balance on 10th July vanished without any usage. I am new to EE

SAEEDSULTAN — Fri, 11 Aug 2023 07:24:03 GMT

Re: £26 balance on 10th July vanished without any usage. I am new to EE

Christopher_G — Fri, 11 Aug 2023 09:39:45 GMT

Hi @SAEEDSULTAN

Welcome to the community.

Is your balance £0? Has your credit paid for a pack?

Chris

Re: £26 balance on 10th July vanished without any usage. I am new to EE

SAEEDSULTAN — Fri, 11 Aug 2023 10:23:11 GMT

Hi Chris

Yes probably it is a Pay as you go pack. I am new to EE so I didn't know which pack to buy. I had no idea how it works. The EE dealer in Leicester Square gave me this sim. I have rarely used this sim but have lost so much money without usage.

I request you to please help me by getting a refund, and replacing my account with the best economical account. I will be highly obliged.

NB: I am a retired senior citizen.

Best regards.

xxxxx xxxxxx

Re: £26 balance on 10th July vanished without any usage. I am new to EE

Christopher_G — Fri, 11 Aug 2023 10:06:55 GMT

Did you use the SIM card whilst in the UK before you went abroad, @SAEEDSULTAN?

You would need to discuss a refund or change of plan with our Mobile Care team.

Chris

Re: £26 balance on 10th July vanished without any usage. I am new to EE

SAEEDSULTAN — Fri, 11 Aug 2023 10:11:05 GMT

Hi Chris. Yes I used this sim in UK for a month.

I definitely want to get a refund; and speak with someone to change my package to an economical package so that I do not lose money again.

Regards.

Saeed

Re: £26 balance on 10th July vanished without any usage. I am new to EE

Katie_B — Fri, 11 Aug 2023 11:29:25 GMT

Thanks for confirming @SAEEDSULTAN.

Our customer care team will be able to look into this for you.

Please get in touch by giving us a call on 150.

Katie

Re: £26 balance on 10th July vanished without any usage. I am new to EE

SAEEDSULTAN — Sun, 13 Aug 2023 05:38:46 GMT

Thank you EE team for resolving this issue so professionally and within one day.

Re: £26 balance on 10th July vanished without any usage. I am new to EE

Leanne_T — Sun, 13 Aug 2023 07:52:30 GMT

Thanks for coming back and letting us know @SAEEDSULTAN

Leanne 🙂