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

Refund of PAYG when switching

EloiseHumes — Wed, 01 Apr 2026 13:37:24 GMT

How do I contact EE for a refund of my PAYG credit, now that I have switched provider? Thanks.

Re: Refund of PAYG when switching

Schockwave — Wed, 01 Apr 2026 14:50:48 GMT

Welcome to the community,

Pay as you go credit are non refundable, but you could try speaking to customer service by using the number in my signature.

Re: Refund of PAYG when switching

ee_user14 — Wed, 01 Apr 2026 16:16:46 GMT

PAYG credit absolutely is refundable when you port out - clause 7.2.3 3 of the T&Cs specifically say so. Just need to call CS to request it - I should imagine it's sent by cheque.

7.2.3.3 You have requested a code to port Your number to another network (known as a PAC Code or a STAC Code) and
within 30 days of porting Your number You call Us to request the unused Credit be returned to You. In this case We will
arrange to refund the unused Credit to You up to a maximumof £50 .

Re: Refund of PAYG when switching

XRaySpeX — Wed, 01 Apr 2026 16:19:42 GMT

Sorry, @ee_user14 , you are absolutely right! I was forgetting leaving by PAC.

Re: Refund of PAYG when switching

GarethWilliams2 — Fri, 14 Aug 2026 09:41:09 GMT

Is this still the case, my Dad has just been refused a PAYG refund of £12 by EE after switching to Sky mobile this week.?

Re: Refund of PAYG when switching

Leanne_T — Fri, 14 Aug 2026 11:47:38 GMT

Hi there @GarethWilliams2

Thanks for coming to the community.

Our pay as you go team can run checks and see if the credit can be refunded when moving to another network. I would suggest your Dad giving us another call to see why this was refused when the PAC was provided and get this looked into further.

Leanne.

Re: Refund of PAYG when switching

unsatisfied999 — Wed, 21 Oct 2026 15:54:56 GMT

I just can't believe EE!

My wife has been talking for about 40 mins to a 'Leanne' who totally refuses to refund £11.08 after she transferred, using a PAC number, from her payg account to Spusu.

Just who is telling the truth? what has happened to my wife's money? why can she not get a refund of her unused money?

Re: Refund of PAYG when switching

Katie_J — Wed, 21 Oct 2026 16:56:54 GMT

Hi @unsatisfied999.

Thanks for coming here.

We have no account access here on the community so unable to see why the request was refused.

To get more information I'd recommend giving us another call.

Katie

Re: Refund of PAYG when switching

XRaySpeX — Wed, 21 Oct 2026 17:12:51 GMT

@unsatisfied999 : Quote them §7.2.3 3 of EE Mobile Pay As You Go Network Terms :

7.2.3.3 You have requested a code to port Your number to another network (known as a PAC Code or a STAC Code) and
within 30 days of porting Your number You call Us to request the unused Credit be returned to You. In this case We will
arrange to refund the unused Credit to You up to a maximum of £50. We may deduct from the unused Credit an amount to
cover Our processing costs.

Re: Refund of PAYG when switching

GarethWilliams2 — Wed, 21 Oct 2026 17:13:12 GMT

Exactly what my Dad did in the same situation only to be told they couldn’t access his account.
No offer to find someone who could help, overall a poor experience from staff who can’t apply their own processes correctly.

Re: Refund of PAYG when switching

unsatisfied999 — Thu, 22 Oct 2026 10:35:25 GMT

Yes, Gareth, exactly what my wife was told by 'Leanne' "I can't access your account".

Did you manage to get your dads money back?

Re: Refund of PAYG when switching

unsatisfied999 — Thu, 22 Oct 2026 10:52:08 GMT

Hello Katie_J

Forgive me for being sceptical, but if my wife and I spent 40 mins talking to 'Leanne', and even actually quoting what it says in this forum, and EE still refuses to give our money back, then why do you think another call will solve the problem??

EE staff are obviously highly trained to avoid giving any refunds, especially to the elderly (we are both in our late 70's) who are the people who are on PAYG because they only use their phones in emergency. (EE even confiscates our money if we don't use our phones for six months leaving us with nothing on our account. Yes. it happened to me, £12.00 gone just because I had no need to use my phone and I then had to give you more money to ensure that I was safe if anything happened to me).

If your T&C's say that a refund can be made when a transfer is made using a PAC, then why do we have to jump through hoops and spend 40 mins over and over again just to get our own money back??

Re: Refund of PAYG when switching

GarethWilliams2 — Thu, 22 Oct 2026 11:10:05 GMT

He gave up on it after his second phone call lasting 1 hour.
Had I been with him I would have insisted that they register a formal complaint. Unless someone holds them to account for getting their own process fixed, they never will.

Re: Refund of PAYG when switching

Katie_J — Thu, 22 Oct 2026 14:43:51 GMT

Hi @unsatisfied999.

I understand how frustrating this must be, however we have no account access here on the community to be able to look further into your refund. Should you not wish to call you also have the option of opening a complaint online.

Katie

Re: Refund of PAYG when switching

unsatisfied999 — Thu, 22 Oct 2026 17:18:54 GMT

Thanks for your reply, Gareth. Must be honest, it is exactly what I expected.

I find the reply to me below from Katie_J to be very telling. I'm sure you will agree.

There's obviously no way anybody will get their money back from EE regardless of their own T&C's and their admissions above that we are entitled to our money back!

Re: Refund of PAYG when switching

unsatisfied999 — Thu, 22 Oct 2026 17:54:40 GMT

Hi Katie_J

So yes, I understand that, on this forum, you have no account access to be able to look further into our refund.

However, when we speak to your 'well trained' agents, they also state that they are unable to access the account, over and over again. Nobody is prepared to help whatsoever.

People in your 'community support team' (so good to know that there is someone there to support us) have stated early in this forum that, according to your own T&C's, we are entitled to our money back yet EE refuses to make it happen.

Yes, I have the option to call again but please note the reply to me from Gareth Williams 2 above regarding a second call his father made, spending a further hour on the phone and getting absolutely nowhere

I have a very strong feeling that even if I, or anybody else, made an online complaint regarding refunds from EE, that complaint will disappear as fast as our our money does but with even more waffle , excuses and 'sorry's' (but you will still cling on to our money).

If your T&C's state it, then own it. Stop doing everything you can to get out of your responsibilities.

Keith

Why tell us that we are entitled to our money back when you have no intention of actually giving it back. That tells us so much about EE

Re: Refund of PAYG when switching

Ali_A — Fri, 23 Oct 2026 08:09:39 GMT

Hi @unsatisfied999

It's great to hear you have tried to contact our Customer Care team.
Was the Pay as you go SIM account fully registered with Name, Address, etc before the number was ported out? A refund can only be issued to accounts that had already been fully registered with the owners personal details. It is only possible to register an account before it has been cancelled.

Registered details would also be needed to access any accounts after closure too, since security validation would no longer be possible via other methods (for example sending an One Time PIN).

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

Ali

Re: Refund of PAYG when switching

unsatisfied999 — Fri, 23 Oct 2026 15:48:03 GMT

Hi Ali

I'm sure that the phone has been registered but, you see, we were with T Mobile, then transferred to Orange, then transferred to EE. Yes, that's how long we have been with you. So, I'm sure you will agree that things will have been lost because of this, also because of changes to the EE systems etc.

The elderly don't always think of these things, we top up our phones and trust that our money is safe on our phones, knowing that you have our phone number and have records that it has been paid, after all, why on earth would you want to know where we live.

You take our money without wanting to know these details don't you? You have also, never once, requested that we register with our full details so why would you want that now? It really does seem like a total get out for you doesn't it! Make it up as you go along comes to mind.

I can, however, provide a copy of the text that EE themselves sent to my wife on 01 October saying that you are sorry to see her go and stating the PAC number and the balance of £11.08 which was on her account! Proof enough surely that the money was in her account and on her phone!

Payment was made by credit card of which we also have proof.

Surely that is validation enough to prove that the money is owed to us.

Keith

Re: Refund of PAYG when switching

Ali_A — Fri, 23 Oct 2026 16:10:35 GMT

@unsatisfied999

It's great to hear you had been with us for so many years!

If the account years registered when it was under the T-Mobile brand, the details would remain on the account during the merging of companies.
You'd need to contact our Customer Care team who will be able to check/confirm.
They may need to speak with the person who's name it is registered in, if it's not yours, before continuing the conversation with you.

Ali

Re: Refund of PAYG when switching

unsatisfied999 — Fri, 23 Oct 2026 17:17:59 GMT

So, Ali,

You refuse to acknowledge that the elderly don't always think of these things and that the info has been lost or not even given!

You ignore the fact that we are not obliged to register with our full details, we have never been requested to register and you are very happy to allow us to give you money without all of this ..... yet you absolutely need this to refund us!

You ignore the fact that, by your own admission previously in this forum, it is in your T&C's that you are obliged to give this refund. No mention that you require pre registration or any other hoops to jump through!

You ignore the fact that we can provide actual proof, given to us in writing by EE themselves, of the PAC number and the amount she had on her card (£11.08) which was being held by you!

Yet you tell us once again (just like all your colleagues above) to contact 'customer care' who will once again tell us that they cannot access the account, they will once again give us all the reasons why you are totally unable to refund our unused credit, and another hour will be lost trying to get our own money back to no avail?

Let me ask you something. If you hired something for a month, then took it back after a week, would you expect to get your money back for the three weeks you had paid for but not used. Of course you would. Same goes for us and it says so in your T&C's.

Please answer and reply to all points made, sensibly and without ignoring anything or resorting to waffle.

Keith