topic Re: Refund on PAYG overpayment in Pay as you go

Refund on PAYG overpayment

slimdave — Thu, 11 Dec 2025 15:09:31 GMT

I've managed to accumulate a three figure overpayment on my PAYG subscription, and have previously used a chat function on the website (I think) to get a refund. My text notifications and 150 tells me I'm topping up £10 on the 10th of the month, the website and app say £13.50 on the 2nd, so there's probably double payments involved somewhere.

I can't find that function, not any option in the 150 call tree that gets me close to either this sort of problem or speaking to a person.

Any advice on how to get this resolved would be gratefully received.

Re: Refund on PAYG overpayment

slimdave — Thu, 11 Dec 2025 14:43:46 GMT

Can you let us know which options in the call tree will get us through to a team that can action that? I think I have tried all of them.

(Is there no online chat facility anymore for these issues?)

Re: Refund on PAYG overpayment

bristolian — Thu, 11 Dec 2025 15:16:28 GMT

PAYG credit is normally non-refundable, but you can choose whichever option in the 150-IVR that is closest to your issue.

Re: Refund on PAYG overpayment

slimdave — Thu, 11 Dec 2025 15:19:58 GMT

It's been refunded to me before, and this appears to be an error on EE's part

I cannot find an option in the call tree that does anything other than automated responses. No human beings, or options relating to this are present

Re: Refund on PAYG overpayment

slimdave — Thu, 11 Dec 2025 15:20:48 GMT

I should say, there's also no apparent way to suspend the payments, so without EE intervening I appear to be stuck overpaying.

Re: Refund on PAYG overpayment

slimdave — Thu, 11 Dec 2025 15:29:57 GMT

do you remember what option you used to get to customer service?

Re: Refund on PAYG overpayment

slimdave — Thu, 11 Dec 2025 16:30:15 GMT

Problem sorted – I used the option about switching to a pay monthly plan 👍

Re: Refund on PAYG overpayment

XRaySpeX — Thu, 11 Dec 2025 17:10:56 GMT

You appear to have set up a legacy £10 Recurring Top-up & a modern £13.50 Direct Card Payment to run concurrently.

Text STOP REC to 150 to stop the 1st.
Text STOP PLAN to 150 to stop the 2nd.

There is no Live Chat for PAYG & never has been.