Actually your reply did not solve my question. I made a phone call to your support team and a technical support guy found what the issue was.
3 of your support staff had repeatedly advised me that my telephone number was active and working and that my £10 had been credited correctly to my account. This was totally incorrect.
The telephone number had been recycled and was in fact not in use but if anyone had acquired it in the future they would have also gained access to my £10 credit which was associated with the number.
Only one person in support managed to solve my problem and apologised profusely for the error. I have all 3 transcripts clearly stating I had nothing to worry about and that the card simply needed to be put into a phone to be activated. This could never work for me but they would not listen. At NO time did any of them advise me about sims being recycled or put into habitation.
I am being sent out a new Sim and my credit has been removed from my account until I receive the new number and Sim so that it can be credited to it correctly.
I feel your Live Chat staff need to be re-trained or at the very least spoken to about this category of errors. As customers we rely on EE to get the correct information and I am very disappointed in how I have been treated. Thank goodness for the one completely professional member of your staff who listened and helped me. It took 3 days and many stressful hours of my time to finally resolve this issue.
