topic Re: PAYG refund of credit when changing provider in Pay as you go

PAYG refund of credit when changing provider

PFV — Thu, 16 May 2024 12:27:05 GMT

I am transferring to a new provider, but retaining my old EE mobile number using a PAC code. Can I be refunded any remaining credit on my PAYG account?

Re: PAYG refund of credit when changing provider

Leanne_T — Thu, 16 May 2024 14:16:27 GMT

Hi there @PFV

Thanks for coming here.

To discuss the credit that is remaining please call us on 150 and the team will get this looked into for you.

Thanks 🙂

Leanne.

Re: PAYG refund of credit when changing provider

XRaySpeX — Thu, 16 May 2024 19:48:46 GMT

PAYG credit is not refundable nor transferable, except for the 1st unspent direct card payment.

Re: PAYG refund of credit when changing provider

Dave__ — Thu, 10 Apr 2025 11:16:21 GMT

@XRaySpeX

As a “community star” you should delete your post as you are posting a comment that breaks the law, This has been the case since 2018.

https://www.legislation.gov.uk/eudr/2018/1972/article/106/adopted

Transferring providers shall refund, upon request, any remaining credit to the consumers using pre-paid services. Refund may be subject to a fee only if provided for in the contract. Any such fee shall be proportionate and commensurate with the actual costs incurred by the transferring provider in offering the refund.

Re: PAYG refund of credit when changing provider

Katie_B — Thu, 10 Apr 2025 11:50:24 GMT

Hi @Dave__.

Thanks for coming here.

I have checked and there is a certain eligibility criteria for customers requesting a refund of their unused pay as you go credit.

We recommend those looking for a refund get in touch.

Katie

Re: PAYG refund of credit when changing provider

Dave__ — Thu, 10 Apr 2025 12:11:20 GMT

Hi Katie

its quite simple with regard to eligibility, the customer must use a PAC or STAC and the onus is on the customer to request the refund. The network is then obliged to refund, and can only deduct a genuine estimate of process cost, and then only if the network has specified such a cost in the terms the customer agreed to.

If not processed on request the network is breaking the law.