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Cannot Use my Mobile Yet There is Credit in My Account

gord323
Established Contributor
Established Contributor

‎05-04-2021 04:48 PM

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...?

 

 

0 Helpful
12 REPLIES 12
XRaySpeX
EE Community Star
EE Community Star
In response to gord323

‎05-04-2021 11:30 PM - edited ‎05-04-2021 11:35 PM

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.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
gord323
Established Contributor
Established Contributor
In response to XRaySpeX

‎06-04-2021 09:35 AM

 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.

0 Helpful
Leanne_T
EE Community Support Team
In response to gord323

‎06-04-2021 11:27 AM

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.

0 Helpful