by Jodieee Contributor
Contributor

How do i get a replacement PAYG card?

2 local EE stores have not had cards for 5 months.

EE phone rep says they don't know how to send these out.

15 REPLIES 15
by Grand Master
Grand Master

Re: How do i get a replacement PAYG card?

@Jodieee   I find it hard to believe the stores don’t have SIM cards or how else would they sell PAYG device as they come with sims.   And if you call customer services they know how to send them out as they get posted. 

by
EE Community Support Team

Re: How do i get a replacement PAYG card?

Hi @Jodieee,

 

Welcome to the EE Community. 🙂

 

Is it a SIM card or top up card that you need?

 

Thanks

 

James

by Jodieee Contributor
Contributor

Re: How do i get a replacement PAYG card?

Hey Chris

Customer services say that it it solely down to the individual store.

They are required to carry a card stock, but the stores focus on

flogging contracts and phones.

PAYG top up cards are of little interest to them, hence the problem...

 

Hey James.

It's a PAYG top up card.

 

Halesowen store say that the machine which codes the top up cards,

is busted and not due for repair till Jan or Feb next year.

Cust service say this is nonsense; there are no such machines.

 

Merry Hill store {after 4 calls, one /day} said that there was no point

in me phoning every day as they hadn't had any top up cards in stock

for 4 months!

 

by Jodieee Contributor
Contributor

Re: How do i get a replacement PAYG card?

Reply All

Customer service do not under any circumstances post out Top Up cards.

Their immediate reaction clearly showed that other customers had rung

them with the same request but there was no mechanism to send out a

Top Up card to a customer...

This is mental.

 

I hope that you guys at Super Tech Support can help.

by Jodieee Contributor
Contributor

Re: How do i get a replacement PAYG card?

Customer Service have just told me to go to a store again.

Then I should ring Customer Service from the store

(as opposed to phoning from home)

Then they can find out from the store what is going on.

I suggested that they phone the store direct, ask that

question, then phone me back with an answer and

timescale for a Top Up card. They can't do this, because

...well they wouldn't say why.

 

This is my suicide phone. Who ya gonna call now?..... dead line.

 

 

"Phones? Where we're going we don't need phones ..."

by
EE Community Support Team

Re: How do i get a replacement PAYG card?

Good Evening @Jodieee

 

Thanks for coming back to us.

 

I am sorry to hear this and I have sent you a private message on here to get some details.

 

Leanne.

by Jodieee Contributor
Contributor

Re: How do i get a replacement PAYG card?

Sent

by Jodieee Contributor
Contributor

Re: How do i get a replacement PAYG card?

Yesterday I ended up ringing up a bunch of stores.

The manager of the Merry Hill store was a disgrace:

Very unpleasant, didn't want to help. Told me that

they didn't have any top up cards. Her attitude stank!

No offer of help or even any interest. She rudely said

that she was in the middle of a conference call and that

she wouldn't help me. Then she hung up!

Dreadful service.

 

I spoke with a staff member of EE in West Brom. Very helpful

and very professional. I visited the West Brom store this

morning. Chatted with another helpful member of staff, who

provided me with a PAYG Top Up cards & instructions on how

to link the card to my number. The EE West Brom store staff

were all very professional.

 

I've just got back home with a new card & I've registered the card

to my number. This registration is actioned from the phone as one

of the options under the Top Up sub-menu.

So the info about a broken machine in Halesowen store, is clearly

a load of rubbish.

 

THERE IS ZERO REASON AS TO WHY

THESE CARDS CAN'T BE POSTED OUT,

BY CUSTOMER SERVICES.

 

Next time I top up will hopefully confirm that the new card

is linked to my number & actions top ups.

 

There is something disjointed where a company

doesn't facilitate customer payment options...

Dumb, just dumb.

 

TO CUSTOMER SERVICES.

Please escalate my complaint to the CEO of EE, Marc Allera

{He is interested in stuff like this}

You can get him in various places:

01707 315000

Thank you. 😠

by Jodieee Contributor
Contributor

Re: How do i get a replacement PAYG card? (With apologies to Tom Hardy)

Hey Marc Allera

{If this is your first time here, welcome to the EE forum}

 

Another way to get a PAYG Top Up card, is to buy a SIM

from ebay or a supermarket.

Included in the pack is a frigging top up card!

s-l1600.jpgLook what I found for 99p inc postage...

 

 

 

So there we go.

Anyway Marc. Any reason why I had to figure out this stuff with zero help from

any of your staff? It's a jolly poor show, don't you think.

 

 

Disappointed, that's all.

iipW47.gif

 

 

BTW, the "Add Photo' feature on the forum is busted.

You may want to look into that.

by
EE Community Support Team

Re: How do i get a replacement PAYG card? (With apologies to Tom Hardy)

Hello @Jodieee 

 

I really do apologise about your experience you have had getting a top up card and I would like to help.

 

You will have a private message from me on here for some further information.

 

We do moderate all images posted before they can be viewed.

 

Leanne.

by Jodieee Contributor
Contributor

Re: How do i get a replacement PAYG card?

Your complaint form is broken.

It won't let me input anything into the details of complaint box.

 

Marc, please sort it out.

Your whole set up is rubbish.

by
EE Community Support Team

Re: How do i get a replacement PAYG card?

Hi there @Jodieee

 

Thanks for coming back to us.

 

Can you try another web browser?

 

I have just tested the form, and this is working for me.

 

If you could also reply to my message, I will certainly help you with your complaint.

 

Thanks.

 

Leanne.

by Jodieee Contributor
Contributor

Re: How do i get a replacement PAYG card?

I did reply to your message.

{The one asking for details about me, yes?}

In summery.

PAYG Top UP cards.

Customer service staff and most store staff have

no idea how to get these.

I don't work for EE, yet I now know more about it.

This is mad. Please let Marc know about this failure.

Thanks.

by
EE Community Support Team

Re: How do i get a replacement PAYG card?

Hi @Jodieee

 

I have sent you another message today 🙂

 

If you could reply to this message, I will be able to help.

 

Thanks.

 

Leanne.

 

 

by Jodieee Contributor
Contributor

Re: How do i get a replacement PAYG card?

You guys can phone any time.

Someone phoned me earlier.

I referred them to this thread.

All details are here.

I have nothing more to add.

 

Please pass this complaint to the CEO Marc.

Thank you.

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