How can I help my partner?

[Hollypolly]

My partner was seriously ill in hospital but luckily he's improving and out of danger.  He's not much good with his mobile so when I went to visit him on Monday I topped up his Pay as You Go phone after ages of press, 1, press 1, press 2 etc. by talking to someone from customer services.  I put £30 on it using his debit card that we'd used before.

When I visited him today he said he couldn't phone me because it keeps telling him that he only has  30p credit. which does indeed seem to be the case.  It seems something has gone wrong.  I tried to get in touch with someone using 150 and when I finally got through and he gave them his authority for me to deal with it (he's very hard of hearing) all hell kicked off in the ward with a patient shouting his head off, then the nurse told me I'd overstayed my appointment and had to leave and meanwhile the phone went dead (I think the poor person on the other end must have wondered what was going on).

So now I'm back home, didn't bring his phone home with me because I can (presumably) ring him.  I want him to be able to ring me if there's any news.  

It seems hopeless trying to do anything on the phone these days as it keeps pointing you to the website but he never set up an account for himself and I don't know if I can add him to my online account or, if I try to set one up in his name they might want to send a verification code to his phone which is at the hospital!!  My heads in a spin knowing what to do for the best.  We're both in our 70s but not senile yet but it's all getting a bit much for me so can anyone do the brainwork for me and tell me if there's any way I can find out what happened to his £30.  

The trouble is, none of the "Help" topics you have to choose from come anywhere close to what I want to know/do.  

[XRaySpeX]

All EE PAYG SIMs come primed with a recurring Pack of allowances ready to bought out of your PAYG credit as soon as it is sufficient. Your last top-up went to buy this Pack.

By texting AL to 150 it should show you the Pack you have bought with your credit & how much you have left from your allowances until its expiry date.

Text STOP PACK to 150 before you next top-up & you can use the SIM for calls & texts but not data as normal PAYG at standard per-unit rates paid for out of your standing PAYG credit balance.

To save the SIM going into hibernation due to lack of use, just remember within every 179 days (~ 6 months) to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from any Pack or Add-on you might have.

If your own a/c is for a contract no. (as I presume it might be as you don't appear to be familiar with PAYG) you can't add a PAYG no. to it.

[Hollypolly]

Thank you for your reply.  Most of it went over my head regarding packages etc.  As far as I know on strict PAYG you put money on to top up the credit and you use it for calls??  That's how mine works and has always worked.  

Anyway, regarding the missing £30.  I managed to do an online chat with a rep from EE and he told me that my other half had made 2 calls, one on the 20th at 7.19 pm for 4182 minutes which I now suspect was a typo because that equates to nearly 3 days and his battery would have died plus another on the 21st at 11.47 am for 780 mins (about 13 hours).  Total nonsense because I visited him at 2 pm that day.

I've just decided I'm too old and too tired to follow this up for the sake of £30 so thanks for trying to help but I give up xx

[XRaySpeX]

Thanks! You're welcome 🙂 ! Glad I could be of assistance