Pay as you go sim, but phone was lost and I was unable to cancel

[Benalban33]

Hello everyone,

I don't know if anyone can help me with this issue. I previously had my own iPhone 6there was nothing she could do which I used with a £15 d/d top up monthly.  After a couple of months I contacted EE to explain that my phone was lost and I wanted to cancel the d/d.  The agent I spoke to tried really hard to help me, but as I couldn't remember the phone number there was nothing she could do. I assumed the EE would have a record of my number and details, but no...they just took the money each month and I could do nothing. I was without a phone for that period and was just paying £15 per month for nothing. I could only wait until the billing period ended a few months later. I now have an EE account again, but I upgraded my phone via BT and I was told it would work out better financially if I crossed over to EE. I would like to know if my payments can now be refunded?  The agent I spoke to said if I could find my old number it should be possible. I found a document over the weekend with a mobile number on it which may be the one I needed. Can anyone help me proceed further?  I can't see anything that matches my query in the options.

[Schockwave]

Hello @Benalban33 , 

Welcome to the community,

Why could you not report it as lost as soon as this happened? Did you not log in to the My EE App where you would have seen your number?

Do you not have contacts that have your number?

They would only have a record if you registered them. You could have rung them using Skype and speaking to them and asking for a replacement SIM card. 

As you have found a document with a mobile number on it, we cannot tell whether that is your number, but if you have a contact that has your mobile number, then you can also check to see if that is it and speak to customer service, who would be able to supply you with a replacement SIM card if you wished.

[Benalban33]

Hello and thanks for your reply. I was not sure what to do as I was thinking that the phone was still in the house. That was why I waited. I wasn't sure about the app as I don't remember using it before, and I assumed that if I called, someone would be able to help. I gave the agent my bank ref for the d/d but she didn't have that information at her end.

The number on the document I found looked familiar, so I thought it might have been familiar. I logged into the app after I posted my query, I wanted to see what information was there. I found another mobile number that I didn't recognise there and a different account number to the one I have now with my upgraded phone. One of my contacts had the number I found on the document, but now that I have 2 numbers I feel a bit confused. Do you think customer services might be able to check both?

[Schockwave]

@Benalban33 , I am afraid I do not have the answer as such, but I would suggest speaking to them and see if they can help and you may be able to decide which number to keep.

[Benalban33]

Thanks, I'll give that a go. I have had a lot going on through these crazy times, as have a lot of other people, so it's great that there is this community to ask questions. Thanks for your help! 😊

[Schockwave]

@Benalban33 , you are welcome, you are not the only one with lots going on, and yes it has been and still is hard times with the pandemic etc., good luck, hope you get it all resolved.