topic Re: Complaint in Pay as you go

Complaint

jessica798 — Thu, 11 Jun 2026 14:33:03 GMT

I have been charged twice this month for my pay as you go plan. I want my money back and I have no idea how to contact EE to make the complaint necessary in order to do this. I have tried calling and that did not work.

Re: Complaint

Schockwave — Thu, 11 Jun 2026 14:51:02 GMT

Hello @jessica798 ,

Welcome to the community,

Why have you been charged twice? Pay as you go, do you have a reoccurring amount going out every month and did you make a payment separately, or do it twice?

It should be used following on from when you use up the first payment, unfortunately, usually they do not refund pay as you go payments, but I would suggest speaking to them, as you should be able to do so.

How much was the payment?

You could always make a complaint here:

https://ee.co.uk/help/contact-ee/complaint

Re: Complaint

jessica798 — Thu, 11 Jun 2026 15:04:50 GMT

Thank you for responding. Essentially the app and website werent working properly when I needed to make the payment this month. It tried taking money out of my account before I got paid. When I went on the app to pay, the only option I had was to start a new plan, so I did. But I then got a text from 150 saying that my other plan had been cancelled, so it shouldnt have charged me.

Re: Complaint

Christopher_G — Fri, 12 Jun 2026 17:34:38 GMT

Hi @jessica798

Welcome to the community.

I'm sorry to hear that there was an issue with your top up payment.

I definitely recommend speaking with our support team on 150, so they can look into what has happened, and see what they can do to help.

Chris