Cannot Use my Mobile Yet There is Credit in My Account

[gord323]

Hi All,

I've been reluctantly paying EE £10 a month even though my usage is far smaller than this. So now that I have at least £25 credit in my account I decided to stop these ridiculous payments to EE.

But now I see that I cannot use my mobile phone.

Yet I have over £25 in my credit. Has EE just taken this and decided that I can't use it  (which is illegal under consumer law)?

I has =d the same experience a few months ago - money in credit in my account yet I couldn't use my phone for anything.

Has anyone else had the same experience?

There doesn't seem to be any support email address, and the chat facility which I saw this morning has since been removed....

What is it called when people take your money without your permission...?

[XRaySpeX]

OIC! You have a Flex SIM, not a PAYG. I was beginning to suspect that. Forget what I said about PAYG packs.

With a Flex Plan you can only pay for it by setting up a recurring monthly payment on a bank card. You cannot use your credit to buy the Plan. You need a Plan to be able to use data. Any credit may only be used for stuff outside the Plan, like making International calls & texts from the UK.

There is no £5 pm Flex Plan. They range from £10 - £30 pm. See EE Flex plans price guide

Unfortunately credit is not refundable. to you. I'm sorry that this is not what you want to hear but there it is.

[gord323]

 I was told by the person on the 'chat' facility (which has since disappeared) that a £5 plan is available.

As to credit not being refundable, I think you'll find that it is.

[Leanne_T]

Hi @gord323

Thanks for coming to the community. 

I've sent you a private message for some extra information to help you with your account. 

Speak soon 🙂

Leanne.