Data allowance

[JB972]

Hi 

I have a pay as you go mobile mifi device and everything has been fine until new years eve I topped it up £15 to buy an add on but it never went on so phoned EE who said they were having issues with top ups and it should be on by the afternoon and it wasn't and I needed to get online so I phoned again and I phoned again but this time the man I spoke to said since I need to get online and he doesn't know how long it will take for the top up to him on so he said I'll give you free data for the month so you can get back online he said he's putting 20GB free to use that month and once it expires or I use it up whichever comes first I can use my add-ons as normal.

However at the time I was just happy it was solved but then once the month had passed it started again and said recurring data allowance and I was confused so contacted EE through Facebook and they said that it's recurring so there's nothing he could do he said it should go once you use it up so he recommended using it up so I did and then topped up as normal brought a add-On then a week or so later checked to see how much I had left and to my surprise it had paused the add-On and was using recurring data again which confused me so I phoned again only to be told there's nothing that can be done as it says recurring data so it's your to use but I feel bad about this as I'm getting free data and I told them to remove it but they say they can't I then said I won't get charged for the data and she said no it's a Gift that was put on , on New year's Eve and it just starts over each month. 

Anyone know if this is true? 

I'll try to upload a photo to show you what it says

[JB972]

So you can see at the top it says recurring data and then it says lower down your data allowance will start again on 30/07/21

I've been told twice I won't be charged for any of the data I'm using and been told they can't remove it?

[JB972]

For some reason photo is not showing in edit I can see it but it won't post

[EssexBoyEE]

Needs to be approved first so may take a while to appear.

[JB972]

Anyone?

[XRaySpeX]

Recurring data add-ons only occur on contract, not PAYG. You sure he hasn't switched you to contract? Have a look in your online MyEE to see what plan you're on.

[JB972]

I can't get on my online account as it never recognise's my email and I've never been told about being put on a contract he said it was free data to get me back online.

When I phoned they could get on my account and told me I'm not on a contract. So now I'm even more confused. The email I used has also been closed as well now

[JB972]

I can't access my ee account as I forgot my password and everytime I try to get a link sent it never goes through.

He never said anything about a contract.

I know they could see my account and never said anything about a contract.

Which option do I choose if I phone up? Should I be pressing for mobile or WiFi? Wanna check I've been talking to the right department

[XRaySpeX]

I expect either will do.

Can't you see your plan in the app?

[Chris_B]

@JB972  If you’ve been gifted a reoccurring data add on and your not paying for it then enjoy the free gift as when EE give you something like this it’s never 20Gb it’s usually not more than 5Gb.