topic Re: Refund of payg when switching in Pay as you go

Refund of payg when switching

Morwennam — Wed, 22 Oct 2025 12:22:45 GMT

I am in the process of switching to a new mobile network. I have some remaining credit on my pay as you go EE account. Is it possible to have this refunded to me.

Re: Refund of payg when switching

XRaySpeX — Wed, 22 Oct 2025 12:42:13 GMT

PAYG credit is not generally refundable nor transferable, but it's worth calling CS to see if it can be done in your case.

Re: Refund of payg when switching

Morwennam — Wed, 22 Oct 2025 12:48:44 GMT

I have already sent my pac code to new provider. What number should I call ee on to request this refund?

Re: Refund of payg when switching

XRaySpeX — Wed, 22 Oct 2025 12:54:46 GMT

@Morwennam : Try calling CS on the Freephone no. (Opt 2) in my sig.

Re: Refund of payg when switching

bristolian — Wed, 22 Oct 2025 13:07:09 GMT

PAYG credit is refundable on request, if you do so within 30days of porting out using a PAC or STAC.

Clause 7.2.3.3 in the T&Cs provides for this.

Re: Refund of payg when switching

Morwennam — Wed, 22 Oct 2025 13:47:06 GMT

Thanks I spoke to them and they said I'll receive full refund within 7 working days. Many thanks for your advice.😊

Re: Refund of payg when switching

XRaySpeX — Wed, 22 Oct 2025 13:49:10 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.

Re: Refund of payg when switching

Morwennam — Fri, 31 Oct 2025 09:38:43 GMT

I was advised by the EE adviser last week I would get a refund within a week. 7 days in no refund so I call them again. This time I’m advised as it is what they call a partial refund rather than a full refund of my top up I’m unable to have this money returned to me. Not a very happy customer after 25 years staying with EE.

Re: Refund of payg when switching

Katie_B — Fri, 31 Oct 2025 14:31:52 GMT

Hi @Morwennam.

Thanks for keeping us updated.

I'm sorry to hear you refund is not yet with you.

Did the agent advise why this would now only be a partial refund?

Speak soon,

Katie

Re: Refund of payg when switching

Morwennam — Fri, 31 Oct 2025 14:38:30 GMT

Unfortunately I am not getting any refund as I had £4.50 of my remaining credit following an earlier top up. Apparently they only do refunds on £10 amount say if you’ve just topped up but not on any remaining top up when you switch. I’ve now made an online complaint to EE in the hope I get more joy.