topic Re: Refund of top up in Pay as you go

Refund of top up

ShelleyDH — Mon, 11 Aug 2025 16:56:18 GMT

I lost my second phone during a move and have now found it but it’s been more than a year since used.

I’ve topped up and then found out my sim has been deactivated. How can I get a refund?

Re: Refund of top up

Northerner — Mon, 11 Aug 2025 17:22:47 GMT

Hi @ShelleyDH

There are no refunds on PAYG however if you want to try CS then call EE on 150.

Thanks

Re: Refund of top up

ShelleyDH — Mon, 11 Aug 2025 22:27:32 GMT

So I top up a number that no longer exists and EE take the payment anyway? How is that even legal? Surely it should have stopped me doing this if the number was no longer valid?
Looks like Ofcom will be my next port of call because EE shouldn’t allow this to happen and they should refund my payment immediately instead of illegally keeping hold of my money.

Re: Refund of top up

Alex_H — Tue, 12 Aug 2025 07:53:38 GMT

Hi @ShelleyDH,

Welcome to the EE Community

Numbers are subject to a recycling scheme so that when there are numbers that are not being used they are first de-activated then after a period of time recycled to a new SIM/account.

So the reason it has allowed you to top up is the number does exist, it is just no longer on your SIM/account but has been assigned to a new one.

As the number is now on a different account, we are unable to initiate a refund directly to you unfortunately. However I understand you don't want to lose out on the money and so in this case I would recommend initiating a chargeback with your bank to get the money back.

A chargeback wont effect your ability to use that card with us in the future on other accounts, only the account that has been mistakenly topped up.

Alex

Re: Refund of top up

ShelleyDH — Tue, 12 Aug 2025 09:43:14 GMT

So if someone else now has this number please explain why when I call the number it doesn’t connect and is not in service?

Re: Refund of top up

Alex_H — Tue, 12 Aug 2025 10:45:50 GMT

@ShelleyDH When numbers are recycled to a new SIM/account, it wont necessarily mean the number has been purchased yet. Most likely the number has been recycled to a new Pay as you go SIM/account and for example may now be on one of the PayG SIMs you can purchase in stores.

Alex

Re: Refund of top up

XRaySpeX — Tue, 12 Aug 2025 13:34:15 GMT

OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .